IT Support Specialist

NGARE EMPLOYMENT SOLUTIONS PTY LTD; Newcastle City Council; Hybrid; AUD 65,000 - 90,000; Part time

Benefits offered by this job

Growth & Development

Family Friendly

Salary Packaging

Education Perks

Wellness Boost

Mental Health Support

Career Progression

Flexibility

Job summary

Newcastle Anglican is seeking an IT Support Specialist to provide frontline client service and support for IT operations across its agencies. You will manage infrastructure, maintain security, and adhere to IT policies and procedures from a central location.

The role is a maximum 12-month contract with opportunities for upskilling, professional development, and involvement in IT upgrades and training delivery to customers and staff.

Qualifications

• Tertiary qualifications or IT-related certifications.
• Current driver’s licence.
• A Working with Children check (clearance to work with children).
• A current NDIS check.
• National Police Check – Newcastle Anglican assesses relevance of outcomes.
• Microsoft 365 certifications.
• Knowledge of SQL Server, IIS, Active Directory and other MS server techs.
• Strong knowledge of basic IT products and applications.
• Demonstrated advanced problem analysis and problem solving.
• Broad understanding of desktop apps, systems administration and network engineering.
• Understanding of TCP/IP and WANs.
• Microsoft systems/desktop administration/management skills.
• Experience writing policies and procedures.

Responsibilities

• Provide direct and escalated IT support from a central location via phone, email or requests.
• Diagnose and fix IT issues; escalate where required.
• Participate in hardware and software upgrades and maintenance tasks.
• Monitor OS, hardware and apps for new releases and patches; advise on implementation.
• Develop knowledge of supported products and related tech.
• Negotiate timelines and update users during resolutions.
• Escalate complex issues per policy and liaise with vendors.
• Suggest process improvements to reduce ticket volumes and improve IT services.
• Document solutions and maintain liaison records in the knowledge base.
• Deliver customer training and attend relevant skill courses.
• Assist with IT procedures, policies, and vendor engagement.

Skills

Advanced problem analysis

Desktop applications

Network engineering

Policies & procedures writing

Education

IT-related qualification

Tools

Microsoft 365 certifications

SQL Server

IIS

Active Directory

Job description

IT Support Specialist

The Opportunity

Newcastle Anglican has a great opportunity for an IT Support Specialist to join the team. You will provide client service and support in relation the IT operations of all Newcastle Anglican agencies. You will oversee infrastructure and systems functionality and adhere to IT security, computer policies and procedures.

This is a Maximum 12-month contract.

Why you’ll love working with us

• Growth & Development: Dedicated professional development support
• Family Friendly: 14 weeks paid parental leave or 3 weeks partner leave + super contributions.
• Smart Salary Packaging: Save on your rent, mortgage or bills – up to $611 per fortnight.
• Education Perks: Up to 40% off school fees at our Anglican schools.
• Wellness Boost: Access to over 300 gyms with Fitness Passport.
• Mental Health Support: Free access to our Employee Assistance Program.
• Career Progression: Real opportunities for advancement.
• Flexibility: We support flexible work arrangements.

Role & Responsibilities

• Providing specialised direct and, if required, escalated technical support from a central location either by telephone, direct request or email.
• Undertaking problem diagnoses, correction and escalated support of organization IT technologies and applications as required.
• Participating in IT upgrades (hardware and software) and other general maintenance tasks.
• Monitoring new releases and patches to Operating Systems, hardware Applications and making recommendations on implementation and testing strategies as required.
• Developing and maintaining specialist knowledge and skill in supported products and in those products associated with supported products, as required.
• Negotiating timeframes for solution implementation with users and updating users on progress during problem resolution.
• Identifying more complex technical issues for escalation to more senior staff/external vendors and effectively using the pre-established escalation process.
• Escalating process or project improvements to relevant parties within the organisation in order to enhance the current use of products or reduce incoming support/call volume and keeping Management aware of potential areas for product, services and client education.
• Logging and accessing technical solutions within a database and thoroughly documenting the status of all liaisons and communications.
• Developing and delivering training to customers / clients.
• Attending relevant product and skill courses.
• Assist with the maintenance and development of IT procedures and policies.
• Assist with IT support vendor engagement including raising purchase orders.
• Assist with IT equipment configuration and deployment.
• Assist with the general administrative tasks as directed.
• May mentor more junior Support Specialists.

About you

• Tertiary qualifications or certifications in an IT-related discipline.
• Current drivers licence
• A current Working with Children check (with clearance to work with children)
• A current NDIS check
• National Police Check (Newcastle Anglican will consider the relevance of any reported outcomes).
• Microsoft 365 certifications
• Knowledge of SQL Server, IIS, Active Directory and other key Microsoft server technologies.
• High level specialist knowledge of basic IT products/applications.
• Demonstrated advanced problem analysis and problem-solving skills.
• Broad understanding of common desktop applications, systems administration and network engineering.
• A strong understanding of network protocols particularly TCP/IP and exposure to Wide Area Networks
• Microsoft Systems/desktop administration/management skills.
• Solid experience in writing policies and procedures and other support documentation.

Who we are

Formerly known as the Anglican Diocese of Newcastle, Newcastle Anglican is a faith-based organisation serving the people of the Hunter and the Central Coast.

We offer a leading Christian presence to our community through our parishes, four schools, Anglican Care and Samaritans.

Our vision is for people to flourish because of what we do, inspired by the way of Jesus.

We provide a culturally safe environment for Aboriginal and Torres Strait Islander peoples and welcome all applications.

You must have the right to live and work in Australia.

#anglicancare