Officer Ict Support Services

Council Jobs; Gympie Regional; On-site; AUD 77,000 - 95,000; Full time

Benefits offered by this job

Nine-day fortnight

Health & wellness programs

Fitness Passport

Long service leave

Salary sacrifice arrangements

Employee assistance program

Job summary

Gympie Regional Council is seeking an experienced ICT Support Services professional to join the ICT Service Desk on a full-time, permanent basis. The role covers support to about 650 internal and external customers with a focus on software/hardware installation, troubleshooting, and remote site support.

The position operates on a roster from 6am to 6pm, with a 9-day fortnight and opportunities for professional development.

Qualifications

• Experience in a ICT service delivery environment.
• Experience with ITSM tools and methodologies (e.g. ITIL).
• Experience with end-user workstation environments.

Responsibilities

• Provide first level phone support to Council users with patience and empathy.
• Install, maintain, and support Windows desktop operating systems and software, troubleshoot network, printing, and hardware incidents via telephone, remote desktop tools or on-site visits.
• Commitment to providing quality advice and service to clients with clear communication across a diverse range of staff and stakeholders.
• Collect all required ticket data and ensure accuracy and completeness, including resolutions and tasks.
• Provide a high level of customer service and ensure SLAs are met.
• Work within a rostered shift rotation covering business hours from 6:00 AM to 6:00 PM Monday to Friday.
• Actively participate as appropriate as a member of Council’s ICT Team.

Skills

Phone support

Customer service

Windows OS

Remote support

Active Directory

Office 365

Azure

Mobile device config

Tools

ServiceDeskPlus

Office 365

Azure

Active Directory

Job description

• A varied and challenging role,that will provide support to approx. 650 internal and external customers.
• Competitive annual salary commencing at $86,068 plus up to 15% superannuation.
• Great range of additional benefits, including health & wellness programs, salary sacrifice options, salary packaging arrangements and a fortnightly RDO.

About the Region

Gympie is at the heart of a rapidly expanding region which stretches from rural valleys in our western reaches to the Cooloola Coast. Bordering Noosa and Fraser Coast Local Government areas, we are uniquely positioned to grow whilst still retaining our country charm. Our borders with North and South Burnett, and the Somerset Local Government areas link with our rural lifestyle, where you can enjoy our picturesque smaller townships, or our abundant local history. Our local festivals such as the Gympie Music Muster are renowned both nationally and internationally.

For someone seeking a high quality of life, with pristine natural areas and spectacular beaches, all within reach of Noosa, the Sunshine Coast and Brisbane, we are offering this unique opportunity.

Officer ICT Support Services

Remuneration:Annual salary commencing at $86,068 plus up to 15% superannuation

Closing Date: Sunday 1st November 2026 at 11.00pm AEST

No late applications will be accepted. Only applications received via Council's online application system will be considered.

Role Overview

Gympie Regional Council has an exciting opportunity for an experienced IT support services professional to join our team on a full time, permanent basis as our Officer ICT Support Services. This position is within our ICT Service Desk that works on a roster basis to provide continued support to our organisation between the hours of 6am and 6pm. The team work on a roster that includes one week of early 6am starts with an early finish and weeks of standard 8am - 5pm hours.

Council’s ICT Service Desk provides support to approximately 650 internal and external customers and is the single point of contact for all ICT users. The role of the Officer ICT Support Services is to provide a high level of service to the customers of the Information and Communication Technology (ICT) Branch in relation to computer software and hardware installation, technical and help desk support, telephone and mobile device installation and configuration, and audio visual and remote site support with a focus on continuous improvement and delivering organisational goals.

• Have a passion for technologies and how they can contribute to the Team.
• Provide first level phone support to Council users with patience and empathy.
• Install, maintain, and support Windows desktop operating systems and software, troubleshoot network, printing, and hardware incidents via the telephone, remote desktop tools or should the need arise, a site visit.
• Commitment to providing quality advice and service to clients, with an emphasis on communicating effectively with a diverse range of staff and stakeholders.
• Collect all required ticket data and ensure the ticket data is accurate and complete, including resolutions and tasks.
• Provide a high level of customer service and attention whilst ensuring SLA’s are met.
• Actively participate as appropriate as a member of Council’s ICT Team.
• Commitment to learning new technologies and undertaking training as required.
• Work within a rostered shift rotation covering business hours from 6:00 AM to 6:00 PM Monday to Friday.
• Experience with ITSM tools and methodologies (e.g. ITIL and ServiceDeskPlus);
• Customer Service experience.
• Experience working with and troubleshooting end-user workstation environments and Microsoft Office 365
• Experience configuring devices using Apple iOS and Android mobile platforms.
• Experience with Active Directory, Microsoft Exchange and cloud services such as Microsoft Office 365, Azure, and related platforms
• ITIL foundations V3 or V4+
• A minimum of 1 years’ experience in an ICT service delivery environment.
• Knowledge of and experience supporting desktop hardware and software applications, including mobile device configuration and management.
• Queensland ‘C’ Class driver’s licence or above that is current and maintained.

Although not mandatory an Industry Certification in Microsoft Tecnologies would be an advantage

Position Description

For a full position descriptioncontaining essential and desirablecriteria, please

Who to Contact

For information regarding the requirements of this role, please contact Manager ICT and Digital Transformation, Trina Law via

For assistance lodging your application using Council's online system, please contact Council's Officer Recruitment, Sue Rossi on 5481 0971 or email *********@gympie.qld.gov.au

What we offer?

• Nine-day fortnight.
• Access to employee health and well-being programs
• Fitness Passport: work out at over 25 local gyms for you and your family at a subsidised rate.
• Long service leave after seven years.
• Generous superannuation scheme of up to 15 per cent.
• Access to salary sacrificing and salary packaging arrangements.
• Employee assistance program offering free confidential counselling services for employees and their families.

Our Values

• Accountability
• Communication
• Customer Service Focused
• Integrity
• Teamwork and Collaboration

For a full explanation of our values please click here. You will be assessed on your understanding of these values and how you have applied values such as these in your previous employment.

Our Process

Successful applicants will be required to undertake various checks such as skills, qualifications, reference, medicaland national police.

Gympie Regional Council is proud to be an Equal Opportunity Employer, and our people represent the community which we service. We invite all suitably qualified applicants to apply, including First Nations People, and people from diverse social, cultural and gender backgrounds.