IT Support Specialist

Samaritans; Newcastle City Council; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Paid parental leave

Salary packaging

Education perks up to 40% off school

Job summary

Newcastle Anglican is seeking an IT Support Specialist to join the team, providing client service and IT operations support across its agencies. You will oversee infrastructure, ensure security compliance, and handle problem diagnoses with escalation when needed.

The role includes involvement in IT upgrades, documentation, and training delivery, with a focus on maintaining reliable systems and customer satisfaction.

Qualifications

• Tertiary qualifications or certifications in an IT-related discipline.
• Current Working with Children check (clearance to work with children).
• National Police Check (relevant outcomes considered).
• 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.
• Advanced problem analysis and problem-solving skills.
• Broad understanding of desktop applications, systems administration and network engineering.
• Strong understanding of TCP/IP and exposure to WANs.
• Experience writing policies and procedures and support docs.

Responsibilities

• Provide client service and support for IT operations across Newcastle Anglican agencies.
• Oversee infrastructure and systems functionality.
• Adhere to IT security, computer policies and procedures.
• Provide specialised direct and escalated technical support by phone, email or direct request.
• Diagnose problems, correct issues and escalate as required.
• Assist with IT upgrades and general maintenance tasks.
• Monitor releases/patches and advise on implementation/testing strategies.
• Develop and maintain specialist product knowledge and required skills.
• Document Liaison communications and maintain knowledge base.
• Deliver training to customers/clients and attend relevant courses.

Skills

IT support

Customer service

Problem solving

Documentation

Training delivery

Escalation handling

Education

IT degree or certs

Tools

SQL Server

IIS

Active Directory

Microsoft 365

Job description

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:

At Newcastle Anglican, we don’t just offer jobs â we offer purpose-driven careers. Here’s what you can expect when you join our team:

• 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 â 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.

• 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.

About you?

• Tertiary qualifications or certifications in an IT-related discipline.
• A current Working with Children check (with clearance to work with children)
• 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
• 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.