Technology Support Officer

Anglican Diocesan Services; Broulee; On-site; AUD 65,000 - 90,000; Full time

Job summary

Anglican Diocesan Services (ADS) is seeking a Technology Support Officer to be based at a Broulee school in NSW. You will provide day-to-day technical support for hardware and software across enterprise and educational environments, acting as the first contact for students and staff.

You will log and manage incidents, work to SLAs, document actions, and coordinate with vendors for warranties. Travel to regional offices may be required.

Qualifications

• Experience in supporting end-user hardware and software.
• ITIL awareness and understanding.
• Device support across Windows, iOS and ChromeOS environments.
• Audio Visual support experience.
• Ability to manage workload in accordance with SLAs.
• Experience using an ITSM system for reactive ICT service requests.
• Strong communication skills and initiative.
• Team-oriented with proactive approach.

Responsibilities

• Provide day-to-day technical support to end users for hardware and software.
• Log, monitor and manage incidents, requests and tasks.
• Use the ticketing system to document actions and communicate with users.
• Take ownership of end-user issues including troubleshooting and resolution.
• Document and escalate unexpected system behaviour for investigation.
• Develop end-user training documents and knowledge base.
• Interact with vendors to manage on-site warranties.
• Travel to regional offices for end-user support and hardware refresh projects.

Skills

End-user hardware & software support

ITIL awareness

Device support: Windows

Device support: iOS

Device support: ChromeOS

Audio Visual support

Workload management per SLA

ITSM system usage

Strong communication

Initiative

Tools

ITSM ticketing system

Ticketing system

Job description

Anglican Diocesan Services (ADS) is the principal provider of corporate services to the Anglican Diocese of Canberra & Goulburn, which encompasses the Property Trust, Parishes, Anglican Investment Development Fund, Synergy Youth, Anglican Campsites, Anglican Schools, ELCs, and Anglicare NSW South, NSW West & ACT.

About the role

The Technology Support Officer will be based at one of our supported schools in Broulee. This role supports both corporate and educational entities and reports directly to the Team Leader of Technology Support, with an indirect reporting line to the Director of Technology.

Main responsibilities

Provide day-to-day technical support to end users for a range of hardware and software with a high level of technical expertise

Ensure a high quality of service and support is provided to end users, aligned with our Service Level Agreements and agreed processes

Log, monitor and manage end users' incidents, requests and tasks

Use the ticketing system to document actions to effectively communicate information with the team and to the end user

Take ownership of end-user technical issues, including initial troubleshooting, identification of root causes, issue resolution and communication

Document, replicate and escal… any unexpected system behaviour for the team to investigate, ensuring all relevant information is collected to find a quick solution

Development of end-user training documents and the associated knowledge base

Interact with vendors to manage warranties on-site

Travel to regional offices when required to assist end users with technical issues and hardware refresh projects

About you

You will have prior experience in a technical capacity, providing support for end-user environments across both enterprise and educational settings. As the initial point of contact for students and educators, you must possess exceptional interpersonal and customer service skills, adept troubleshooting capabilities, and proven problem-solving abilities. Additionally, the capacity to build and manage diverse relationships effortlessly is essential in this role.

Experience in supporting end-user hardware and software

ITIL awareness and understanding

Device support experience in a Windows, IOS and ChromeOS environment

Audio Visual support experience

Experience in managing and prioritising own workload in accordance with SLA's

Demonstrated experience in managing reactive ICT service requests using a dedicated ITSM system

Demonstrated track record of strong communication skills and initiative

Working within a team environment Initiative

Initiative

Energetic and enthusiastic about Information and Communications Technology work

Please contact Adrian Chin at (02) 6245 7***(during business hours) for all enquiries.

Applicants must obtain a Working With Children clearance through the Office of the Children's Guardian (NSW) and a Working With Vulnerable People clearance through the Office of Regulatory Services (ACT) and have satisfactory National Criminal History Checks conducted by ADS.