Technology Support Officer

Dementia Australia Ltd.; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Salary packaging

Birthday or significant leave

Flexible hybrid work

Wellbeing & counselling support

Job summary

Dementia Australia in North Ryde, NSW is seeking a full-time IT Support Technician to deliver day-to-day operational support for digital platforms, services and devices. Reporting to the IT Operations Manager, you will handle Level 2 incidents, user access, onboarding, device setup and collaborate with vendors to keep services reliable.

A flexible, hybrid work arrangement is offered. The role emphasizes documenting procedures and improving support processes while providing training and user

Qualifications

• Qualification in Business Administration, Information Technology or a related discipline, OR equivalent relevant experience.
• 2-3 years of relevant experience in a similar role.
• Experience supporting technology platforms, applications or digital services.
• Experience providing technical support to users with a range of technical skills.
• Understands and uses available technologies to maximise efficiencies and deliver effective services.
• Achieves results through commitment to quality, planning and efficient resourcing.
• Thinks, analyses information to understand issues, uses logic and problem-solving methods.
• Demonstrates drive and motivation, self-reflects, and commits to learning and personal growth.

Responsibilities

• Providing day-to-day operational support for assigned digital platforms, applications, services and devices.
• Delivering Level 2 support, troubleshooting escalated incidents and service requests and coordinating further escalation where required.
• Administering user accounts, access, permissions, licences and standard system configurations.
• Supporting the onboarding of users, organisations and customers to digital platforms and services.
• Setting up, maintaining, enrolling and troubleshooting technology devices associated with supported services.
• Liaising with vendors, service providers and internal technical specialists to resolving issues and maintaining reliable services.
• Assisting with testing, rollout and ongoing support of system enhancements, updates and new technology services.
• Collaborating with business teams to improving support processes and maintaining clear user guides, procedures, support records and operational documentation.

Skills

Business/IT qualification

2-3 years exp

Tech support

User accounts

Vendor liaison

Onboarding

Device setup

Testing & rollout

Documentation

Education

Business Admin or IT qualification

Job description

Work at Dementia Australia and be part of a passionate team committed to making a difference. We value our people and are proud to offer flexibility, extra leave entitlements, attractive salary packaging options and employee support programs.

About the role

Full time permanent position based in North Ryde, NSW. Reporting directly to the IT Operations Manager, you will be responsible for:

• Providing day-to-day operational support for assigned digital platforms, applications, services and devices
• Delivering Level 2 support, troubleshooting escalated incidents and service requests and coordinating further escalation where required
• Administering user accounts, access, permissions, licences and standard system configurations
• Supporting the onboarding of users, organisations and customers to digital platforms and services
• Setting up, maintaining, enrolling and troubleshooting technology devices associated with supported services
• Liaising with vendors, service providers and internal technical specialists to resolving issues and maintaining reliable services
• Assisting with testing, rollout and ongoing support of system enhancements, updates and new technology services
• Collaborating with business teams to improving support processes and maintaining clear user guides, procedures, support records and operational documentation

What is in it for you?

Salary benefits: We offer all employees the opportunity to salary package up to $15,900 each year for living expenses and up to $2,650 each year for meal and entertainment benefits.

Leave allowances: In addition to your annual leave allowance, we offer one day of paid birthday or day of significance leave, paid days off during our end of year closure period (if these fall within your regular work days), enhanced personal leave and extended parental leave for all parents. You will also receive 17.5% annual leave loading and the option to purchase additional leave.

Work/life balance: Flexible, hybrid work arrangements.

Employee benefits: Access to discounts and savings at over 450 retailers across Australia, wellbeing programs and free, confidential counselling for you and your family. Access to continuous professional development, staff recognition programs, a paid volunteering day and paid study leave.

About you

To be successful in this role, we are looking for someone with the following:

• Qualification in Business Administration, Information Technology or a related discipline, OR equivalent relevant experience
• 2-3 years of relevant experience in a similar role
• Experience supporting technology platforms, applications or digital services
• Experience providing technical support to users with a range of technical skills
• Understands and uses available technologies and information to maximise efficiencies and deliver effective services
• Achieves results through a commitment to quality, planning and efficient resourcing
• Thinks, analyses information to understand issues, uses logic and variety of problem-solving methods to develop workable solutions
• Demonstrates drive and motivation, self-reflects, and commits to learning and personal growth

Our values are informed by the voices of people impacted by dementia.

• Living Experience
• Inclusive
• Empowering

To find out more about our ALICE principles see link here: https://www.dementia.org.au/about-us/alice-stronger-voice-together

About us

Dementia Australia is the national peak body and source of trusted information, education and services for the over 446,500 Australians living with dementia, and the almost 1.7 million people involved in their care. We advocate for positive change and support vital research. We are here to support people impacted by dementia, and to enable them to live as well as possible. Our commitment to a shared set of values shapes our decisions, actions and behaviours towards achieving our core purpose and strategic priorities.

Please note, applications that do not contain a covering letter that addresses each of the key selection criteria in the About you section, will not be considered.