IT Technician (521480)

Service Tasmania; Launceston; Hybrid; AUD 66,000 - 95,000; Full time

Job summary

An established industry player is seeking a dedicated IT Officer to enhance customer experience through effective technical support. In this dynamic role, you will be the first point of contact for IT Client Services, providing solutions for hardware and software issues. You will collaborate with various teams to ensure seamless service delivery while adhering to service level agreements. This position offers opportunities for professional development and a supportive work environment, making it an ideal fit for those passionate about technology and customer service.

Benefits

Professional Development

Study Leave

Fitness Passport

Various Leave Entitlements

Qualifications

• Provide first point of contact support and resolution for IT Client Services.
• Deliver technical support to improve customer experience and meet requirements.

Responsibilities

• Install, test, and deploy software/hardware as per customer needs.
• Collaborate with teams to support projects and ensure service level agreements are met.

Skills

Technical Support

Incident Resolution

PC Hardware Installation

Software Deployment

Customer Service

Education

Qualifications in ICT

Industry-recognized Certifications

Tools

Video Conferencing Tools

Call Logging Systems

Job description

The Team:

As a member of the IT Client Services section, the IT Officer (Service Centre):

• Provides first point of contact support and resolution up to second level support to clients for IT Client Services including:
• PC Hardware and software installation
• Call logging
• Incident resolution
• Follow-up to completion

The Role:

In line with established policy and procedures, provide technical support to meet customer requirements and improve the customer experience with respect to systems. Activities may include IT support via the Health ICT phone queue/email, installations, testing, deploying software/hardware, system administration, and business as usual (BAU) support, including end device lifecycle management and Video Conferencing.

Identify, develop, and implement creative technical solutions through research, analysis, and testing. Interpret guidelines, systems, and processes to find alternative approaches to operational problems and share ideas, techniques, and proposals with the team.

Deliver services and support according to service level agreements, standards, or project requirements, and contribute to maintaining supporting documentation. Liaise with vendors and service providers as directed and ensure customers understand how to effectively utilize infrastructure, systems, tools, and processes.

Source, verify, and provide clear technical advice to management, customers, and stakeholders on routine operational matters. Collaborate with teams to support projects, BAU, and change initiatives, ensuring targets, milestones, outcomes, and standards are met when delivering technical tasks or projects.

Note: Please refer to the Statement of Duties for all the selection criteria of this position to address in your application.

Position Features:

• Some regular out-of-hours work or on-call may be required to meet specific needs or deadlines.
• Some working from home will be available.

Details of Appointment:

Permanent, full-time, day worker position, working 76 hours per fortnight, commencing as soon as possible. Hours are negotiable with the successful applicant.

Applicants should note that, for twelve months from the publication date, this selection process may be used to fill similar vacancies, including full-time, part-time, and casual roles.

Location: North

Salary:

$66,049 to $94,263 per annum + 11.5% superannuation contribution. Salary range is in accordance with the Public Sector Unions Wages Agreement 2022.

Benefits:

• Professional development and career pathways.
• Various leave entitlements, including study leave and professional development support.
• Fitness Passport – access to 40+ fitness facilities across Tasmania for $13.95/week per person or $25.95 for a family.

More information about employee benefits can be found here.

Eligibility:

• Qualifications in ICT or a related discipline (desirable)
• Industry-recognized certifications (desirable)
• Current Driver’s Licence (desirable)

Additional features include:

• Potential rotation across various Health ICT units.
• Duties outside normal hours may be required.
• Travel between sites and intrastate travel may be necessary.

Note: Refer to the Application Guide for pre-employment checks.

Application Materials:

• Statement of Duties
• Application Guide

How to apply:

Apply online by clicking the "Apply" button and complete the application form addressing the selection criteria from the Statement of Duties.

*Applications from recruitment agencies will not be accepted.*

Further information:

Contact details for further inquiries:

• Matt McPherson
  Senior IT Officer - IT Service Centre
  Phone: [phone]
  Email: [e-mail]

Working at the Department of Health:

Values include Compassion, Accountability, Respect, and Excellence. Hear from staff about their experiences and life in Tasmania through various media links. We promote diversity and encourage applications from Aboriginal and Torres Strait Islanders, LGBTIQA+ individuals, and people with disabilities.