Remote IT Support Officer - Creative Tech & Learning

Australian Film, Television & Radio School; Sydney; On-site; AUD 74,000 - 90,000; Full time

Benefits offered by this job

Excellent benefits

Superannuation support 15.4%

Job summary

Australian Film, Television & Radio School (AFTRS) is seeking an experienced IT Support Officer to deliver first-line technology support for staff and students. You will triage requests, troubleshoot a broad range of technology issues, and escalate complex matters to the Technology team.

The role supports labs, teaching spaces and business services with a proactive Service Desk approach. The position offers AFTRS Level 5 pay ($81,925 per annum) plus 15.4% super and comprehensive benefits.

Qualifications

• A relevant tertiary qualification or equivalent industry experience.
• Experience providing customer-focused first-line technical support in a service environment.
• Demonstrated experience handling a high volume of requests through various channels, including prioritising, escalating and tracking progress.
• Ability to support and troubleshoot specialist audio and video systems, including Adobe Creative Cloud, projectors, displays, audio systems and related peripherals.
• Strong written, verbal and interpersonal communication skills, with the ability to explain technical information clearly to users from diverse backgrounds and with different levels of technical knowledge.
• Demonstrated experience creating and maintaining culturally and psychologically safe learning and working environments.

Responsibilities

• Frontline IT Support: Serve as the first point of contact for users experiencing technical issues, providing immediate assistance via phone, email, chat or in person.
• Request Tracking: Accurately log all user interactions, issues and requests in the IT ticketing system, track progress and elevate when necessary.
• Ticket Triage: Identify issues requiring advanced technical support and elevate them to the appropriate Technology team.
• Troubleshooting: Diagnose and troubleshoot hardware, software, connectivity, peripheral and audio-visual issues.
• Equipment Loans & Issuance: Facilitate the loan or issue of equipment to staff and students in line with organisational policies.
• User Account & Endpoint Setup: Assist with user account access, permissions and endpoint setup in accordance with organisational policies.
• Access Issues: Resolve network access issues, including password resets, account extensions and account lockouts.
• Routine Checks: Perform routine checks and maintenance to ensure computer labs, teaching rooms and meeting rooms are functioning effectively.
• Application Guidance: Provide basic user guidance for business applications such as Microsoft 365, Zoom and Moodle.
• Security Vigilance: Identify and report potential security threats and assist users to maintain secure digital practices.
• Documentation: Maintain accurate knowledge base articles to help staff and students independently resolve issues.
• Other Duties: Undertake other tasks as required to support the organisation, following discussion.

Skills

Customer-focused support

Clear communication

Problem solving

Audios/Video support

Education

Relevant tertiary qualification or equivalent experience

Tools

Adobe Creative Cloud

Microsoft 365

Zoom

Moodle

Projectors & displays

Job description

Australian Film, Television & Radio School (AFTRS) is seeking an experienced IT Support Officer to deliver first-line technology support for staff and students. You will triage requests, troubleshoot a broad range of technology issues, and escalate complex matters to the Technology team.

The role supports labs, teaching spaces and business services with a proactive Service Desk approach. The position offers AFTRS Level 5 pay ($81,925 per annum) plus 15.4% super and comprehensive benefits.