IT Support Specialist

Garvan Institute of Medical Research; Sydney; On-site; AUD 77,000 - 94,000; Full time

Benefits offered by this job

Salary packaging

Flexible work arrangements

18 weeks parental leave

Discounted Health Insurance

Lifestyle discounts

Job summary

Garvan Institute of Medical Research in Sydney is seeking an IT Support Specialist to join the IT Services Team. The role covers first/second line support for 700+ users, onsite presence five days a week, and a focus on client satisfaction while maintaining systems across macOS, Windows, and Office 365.

Tickets, asset management, and proactive assistance are core duties. You will work in a dynamic, international research environment with opportunities for training and flexible start times,

Qualifications

• 2–4 years help desk experience or similar environment with ticketing system experience
• Excellent communication and interpersonal skills
• Able to multi-task and work quickly under pressure
• Flexible and reliable with strong research and troubleshooting ability
• Strong customer service ethic with a focus on providing a high level of service
• Experience with Laptop Support on macOS and Windows 11, including Office365

Responsibilities

• Provide a high level of 1st and 2nd level technical support via telephone, service desk portal and face-to-face to over 700 users
• IT Bar shifts 9-11am & 2-4pm daily for walk-up IT Support for Garvan Building Staff
• Laptop wipe and rebuild following SOPs for asset management duties
• Maintain a high level of customer satisfaction within the business
• Support macOS and Windows devices and Microsoft 365 products
• Maintain printers and other peripheral equipment
• Set up, maintain and support Mac and Windows workstations/laptops
• Record, update and maintain detailed information in the help desk ticketing database
• Support hardware, IP telephony, AV equipment, photocopiers and scanners

Skills

Help desk experience

Communication skills

Multi-tasking

Troubleshooting

Customer service

Office 365

Tools

Office 365

Job description

The IT Services Team exists within the Information Technology Services Group to provide information systems support and advice required to enable the research outcomes and administration activities of the Garvan and The Kinghorn Cancer Centre (TKCC).

THE OPPORTUNITY

The IT Support Specialist reports to the IT Operations Manager, and is part of a small, dynamic team that is accountable for the day-to-day operations of the Garvan Service Desk. It is the first point of call that enables and supports scientists and administrative staff to facilitate Garvan’s research, and requires a strong, client-focused outlook. This is an onsite role 5 days in the office initially.

Salary: Up to $85k + super + salary packaging (depending on experience)

Employment Type: 3 month contract. Full time hours.

SNAPSHOT OF BENEFITS

Generous salary packaging to save you income tax on your wages thereby boosting your monthly take home pay (max. $15,900 general expenses + $2,650 meals/accom)

Ample opportunities for on-going training and development

Stimulating, diverse and highly international research environment

Flexible work arrangements e.g. start / finish times

18 weeks paid parental leave for both parents including paid superannuation

A range of additional leave types to meet your personal needs including cultural leave, conference leave, community service and study leave

Discounted Health Insurance

Lifestyle discounts with our community partners

WHAT YOU WILL DO

The key responsibilities include:

Providing a high level of 1st and 2nd level technical support via telephone, service desk portal and face-to-face to over 700 users

IT Bar shifts 9-11am & 2-4pm daily for walk-up IT Support for Garvan Building Staff

Laptop Wipe & Rebuild following Standard Operating Procedures for Asset Management duties

Maintaining a high level of customer satisfaction within the business

Support of macOS and Windows devices

Support of Microsoft products such as Office 365

Maintenance of printers and other peripheral equipment

Setup, maintain and support Mac and Windows workstations/laptops

Provide technical expertise in the provision of support services and a central point of contact for Technology users, projecting a positive, client-focused image while resolving requests in a timely and efficient manner.

Record, update and maintain detailed information in the help desk ticketing database

Support of technology-related equipment and hardware, IP telephony systems, audio-visual equipment, photocopiers and scanners

Good time management skills, attention to detail and ability to work unsupervised

ABOUT YOU

The key skills and experience include:

2 – 4 years help desk experience or a similar environment with ticketing system experience

Excellent communication and interpersonal skills

Able to multi-task and work quickly under pressure

Flexible and reliable with strong research and troubleshooting ability

Good time management skills, attention to detail and ability to work unsupervised

Strong customer service ethic with a focus on providing a high level of service

Experience with Laptop Support on macOS and Windows 11, including Office365

ABOUT GARVAN

Garvan Institute of Medical Research is an independent Medical Research Institute (MRI) in Sydney, delivering scientific and clinical impact on a global basis and in partnership with organisations that share our vision. We are proud to be one of Australia’s largest and most highly regarded MRI’s.

Our vision is global leadership in discoveries to impact and our enduring purpose is to impact human health, by harnessing information encoded in our genome.

We seek to see our world-class discovery research achieve life-changing impacts, not only for individual patients with rare diseases, but for the many thousands affected by complex, common disease.

Garvan promotes a diverse workplace and is committed to the principles of equity, diversity, inclusion and belonging. We are always looking for culture ‘add’, not culture ‘fit’ and are building diverse teams with great sets of complementary styles and skills to help deliver our important work effectively.