Senior Technology Officer

Queensland Government; Toowoomba Regional; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Career training and development

Flexible work opportunities

Generous leave entitlements (leave, as

Employee wellbeing programs

Job summary

Queensland Health is seeking a Level 2 ICT support specialist to provide on-site and remote technical assistance across End User Computing, Servers, Networks and Unified Communications. You will configure, install, monitor and manage ICT environments, investigate incidents, and ensure service levels are met.

You will follow ITIL and eHealth Queensland incident management processes, develop procedures, mentor staff, and deliver excellent customer service while building strong relationships across

Qualifications

• Strong technical troubleshooting abilities for ICT environments.
• Excellent customer service and communication skills.
• Ability to coordinate, document and share technical information clearly.

Responsibilities

• Provide operational support (on-site and remote) to Queensland Health sites as required.
• Configure/install/monitor/support/manage ICT environments by applying high level technical expertise.
• Provide timely support to clients by conducting thorough investigation and diagnosis of incidents and providing remedial action to ensure agreed Service Levels are maintained.
• Develop, maintain and work within procedures for the maintenance and support of one or more technical domains see Appendix 1.
• Provide excellent customer service by applying effective organisational and communication skills with an ability to negotiate, advise and work collaboratively with others to reach decisions.

Skills

Technical troubleshooting

Customer service

Communication

Tools

ServiceNow

Job description

About the role:This role primarily provides on-site and remote level 2 technical support, incident management and request fulfilment in one or more technology domains to ensure defined enterprise service levels are met. The technical domains include End User Computing; Servers and Networks and Unified Communications.Your key responsibilities include:Provide operational support (on-site and remote) to Queensland Health sites as required.Configure/install/monitor/support/manage the ICT environments by applying high level technical expertise.Provide timely support to clients by conducting thorough investigation and diagnosis of incidents and providing remedial action to ensure agreed Service Levels are maintained.Develop, maintain and work within procedures for the maintenance and support of one or more technical domains see Appendix 1.Provide excellent customer service by applying effective organisational and communication skills with an ability to negotiate, advise and work collaboratively with others to reach decisions.Meet enterprise service levels by applying eHealth incident management processes.Ability to supervise staff in the delivery of high quality ICT support by ensuring standards and procedures are adhered to.Role fit:You will bring strong technical expertise in the management, configuration, monitoring and support of ICT environments, delivering high-quality services in a complex, customer-focused setting. With proven experience managing workloads, prioritising tasks and resolving ICT issues within agreed service levels, you will effectively support business and operational outcomes. Your strong organisational, problem-solving and communication skills will enable you to coordinate multiple priorities, develop technical documentation and build positive relationships across teams. You will also contribute to team capability through collaboration and mentoring, demonstrate a commitment to continuous learning, and quickly develop proficiency in ServiceNow, ITIL processes and emerging technologies relevant to eHealth Queensland.Why work for us:Career training and developmentFlexible work opportunitiesGenerous leave entitlements, including leave loadingEmployee wellbeing programsOur commitment to equity, diversity and inclusionAt Queensland Health, our work environment is inclusive and supportive, and we value our employees. We are an equal opportunity employer and encourage applications from people of all cultures, abilities and backgrounds.Our commitment to cultural safety, equity, diversity and inclusion means we understand some people may need changes to the recruitment process. If you need support during the recruitment process, such as meeting with the panel virtually instead of in person, please reach out to the hiring manager. We value diverse candidates and your need for adjustments will not affect our hiring decisions.Ready to apply?For further information on how to apply please review the attached Role Description.This work is licensed under a Creative Commons Attribution 3.0 Australia License.