IT Support Officer — On-Call, In-Person Role

Transport for NSW; Mcleods Shoot; On-site; AUD 65,000 - 90,000; Full time

Job summary

Transport for NSW invites applications for a permanent full-time IT Support Officer based in McLeods Shoot. You will provide timely IT incident and service request support, resolve hardware and software issues, and coordinate with vendors.

The role covers desktop support, device deployments, patch management, and knowledge management. You’ll mentor junior analysts, manage escalations, ensure safety compliance, and participate in on-call rotations.

Qualifications

• Strong Level 1 IT support across PC/LAN, Windows, Office 2016+, telephony and conferencing.
• Experience administering user/computer accounts via Active Directory and SCCM.
• ITIL-based service management experience and incident resolution.
• Understanding ITIL principles and service delivery processes.
• Flexibility for rostered shifts, on-call support, and travel across locations.

Responsibilities

• Provide timely and effective support for IT incidents and service requests with excellent customer service and resolution within agreed SLAs.
• Troubleshoot and resolve hardware, software, OS, and application issues while coordinating with technical teams, stakeholders, and vendors.
• Manage desktop support activities including device deployments, patch management, relocations, system maintenance, and ticket logging in the ITSM tool.
• Contribute to knowledge management by creating documentation, knowledge articles, user guides, FAQs, and identifying recurring issues.
• Mentor junior analysts, handle escalations, maintain safety compliance, and demonstrate collaboration and leadership.
• Work outside of normal hours (24/7) for on-call support.
• Position based in McLeods Shoot with occasional travel to Tweed Heads.

Skills

IT support

Customer service

Team collaboration

On-call support

Problem solving

Tools

Active Directory

SCCM

Office 2016+

Job description

Transport for NSW invites applications for a permanent full-time IT Support Officer based in McLeods Shoot. You will provide timely IT incident and service request support, resolve hardware and software issues, and coordinate with vendors.

The role covers desktop support, device deployments, patch management, and knowledge management. You’ll mentor junior analysts, manage escalations, ensure safety compliance, and participate in on-call rotations.