Technology Support Officer

Randwick City Council; Randwick City Council; On-site; AUD 90,000 - 104,000; Full time

Job summary

Randwick City Council is seeking a Technology Support Officer to join the Information Management & Technology team on a permanent full-time basis. You will provide frontline end-user support, resolve incidents using ITIL processes, and maintain asset records for Microsoft-based environments.

The role emphasizes customer experience, clear communication, and the ability to train staff and liaise with internal and external partners. A strong focus on documentation and security is required.

Qualifications

• Experience providing first point of contact and customer support for technology services.
• Familiar with ITIL incident, problem, service request, access and change management processes.
• Experience using ITSM tools to log incidents, requests and resolutions.
• Knowledge of Microsoft-based end-user computing and networking.
• Strong communication and training skills for users of varying technical ability.
• Ability to triage and escalate tickets to vendors or other teams when needed.

Responsibilities

• Provide first point of contact and customer support for technology services.
• Utilise ITIL processes to resolve incidents, service requests, problems and access control requests, or triage/escalate as needed.
• Log all incidents and resolutions in the IT Service Management tool and communicate with customers.
• Deploy and maintain IT software/hardware assets and keep asset records up to date.
• Develop and maintain operational documentation and end-user guides.
• Adhere to IMT Change Management policies and procedures.
• Understand security principles as they apply to the role.

Skills

ITIL

ITSM tools

End-user computing

Networking

Customer service

User training

Tools

ITSM tools

Job description

Closing date: 11:59pm AEST Monday 19 October 2026

Status: Permanent Full-Time (35 hours per week)

Salary: $90,038.93 to $103,544.77 per annum + 12% superannuation

Randwick City Council is an innovative and progressive Council committed to serving our vibrant community on the eastern beaches of Sydney. Our Information Management & Technology department is seeking Technology Support Officer to join the team.

Purpose

To provide efficient and effective technology end user support services with a focus on customer experience, ensuring that the technology environment is maintained and fit for purpose.

About The Role

As a member of the Service Desk team you will:

• Provide first point of contact and customer support services for any aspect of technology services.
• Utilising the ITIL framework achieve effective and timely resolution of all incidents, service requests, problems, and access control requests or triage and escalation of tickets to external vendors, other teams or departments as required
• Utilise the organisation’s IT Service Management tool to record all incidents, service requests and resolution actions, with an emphasis on timely and effective communication to customers.
• Deploy and maintain IT software and hardware assets to end users and ensure accurate records of asset usage are maintained in line with standards and work instructions.
• Develop and maintain operational documentation, including documentation of systems and processes for internal use and end user guides for staff use.
• Adhere to IMT Technical Change Management policies and procedures
• Understand the principles of security as they apply to your work.

About You

• Knowledge of IT developed by working in Information Management or Information Technology areas in similar organisations to Council.
• Knowledge of Service Desk ITIL processes including incident, problem, service request, access and change management and the use of ITSM tools, supported by effective triage, knowledgebase and procedural documentation.
• Knowledge of end user computing systems based on a Microsoft environment including familiarity with hardware, productivity and application software and the ability to diagnose and resolve incidents and problems with software.
• Knowledge of networking concepts.
• Ability to liaising with internal areas of Council and external suppliers to achieve outcomes.
• Skilled in customer service including the ability to support users of varying technical skill
• Skilled communicator with an emphasis on training individuals and small groups in their use of technology.
• Ability to diagnose and resolve technical incidents and problems using problem solving skills.

Further Information

View the position description online or contact Brett Wilson, Coordinator Service Desk, on 02 9093 6866.

Employment in this position is subject to the successful completion of a Criminal History Check with a result of no relevant adverse findings.

Randwick City Council is an equal opportunity employer, and we value a diverse workforce and an inclusive culture. We encourage applications from Aboriginal and Torres Strait Islander peoples and people of all identities.