IT Helpdesk Engineer

Civica; United States; Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Days of Difference leave

Inclusive environment

Flexible work options

Job summary

Civica is seeking an IT Helpdesk Engineer to join our Enterprise IT team. You will be the central point of contact, addressing incidents, handling requests, and assisting users to minimize downtime and maximize productivity.

You will strive for operational excellence, work toward SMART objectives, and contribute to knowledge management improvements while delivering reliable support across Microsoft 365, AD, and related IT services.

Qualifications

• Direct customer-facing experience required.
• Proficient with Microsoft 365 apps including Exchange, Teams, SharePoint, SQL Server, Intune.
• Familiar with ISO 27001/ISO 20000 frameworks.
• Strong knowledge of AD, backups, file servers, and networking.

Responsibilities

• Strive for operational excellence by meeting productivity targets and following policies.
• Achieve personal SMART objectives set by your line manager using Civica framework.
• Provide feedback to improve knowledge management materials and create new articles when needed.

Skills

Customer-facing experience

Microsoft 365 proficiency

ISO 27001 familiarity

ISO 20000 familiarity

Active Directory management

Networking fundamentals

Anti-Virus management

FTP Administration

Backup technologies

File server administration

Azure familiarity

Linux/Unix/macOS basics

Job description

We re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, were at a pivotal point on our journey to realise that aspiration.

As a company, we re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.

Why youll love this role as IT Helpdesk Engineer

The Enterprise IT Helpdesk team is the backbone of our technical support, passionately committed to ensuring the organisation operates seamlessly. As the central point of contact, they swiftly address incidents, handle requests with precision, and proactively assist users to reduce downtime and boost productivity.

As a valued member of our team, you will have the opportunity to:

1. Strive for operational excellence:

Consistently meet key productivity and quality targets related to colleague experience, compliance, and operational standards set by your line manager. This includes areas like utilisation, attendance, and workload. You ll also play an important role in contributing to knowledge sharing and continuous improvement efforts in line with your manager s expectations.

2. Achieve your personal goals:

Work towards and successfully reach the SMART objectives set by your line manager using the Civica performance management framework, helping you grow and succeed in your role.

3. Promote continuous improvement:

Provide helpful feedback to improve existing knowledge management materials, suggest new content or enhancements, and when requested by your line manager, create new knowledge management articles. Feel encouraged to share your innovative ideas to improve policies, processes, procedures, and our day-to-day operations.

What you will bring to be successful in this role

• Proven experience working in a direct customer-facing environment
• Proficiency in the Microsoft/M365 Application Suite, including Exchange, Teams, SharePoint, SQL Server, Intune, and related applications
• Familiarity with and experience working within the frameworks of ISO 27001 and ISO 20000 standards
• Comprehensive knowledge of Microsoft Server and Client Operating Systems
• Solid understanding of network principles and networking technologies
• Experience in managing Anti-Virus solutions
• Skills in FTP Administration
• Expertise in Active Directory management
• Knowledge of various Backup Technologies
• Experience with File Server and Share Administration
• Familiarity with Microsoft Azure platform
• Working knowledge of Linux, Unix, and MacOS operating systems

Why youll love working with us.

We know that when our people are happy, they will work better and have greater work satisfaction. Heres what you can expect:

We're all different -

and we love this about us.

We provide an inclusive, safe, and welcoming environment to all Civicans

- there are heaps of opportunities to enable you to grow and be your best.

Giving culture -

we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

Flexible Work -

we have comprehensive flexibility options including part-time work, adjusted hours, staggered shifts, and hybrid or remote working, supporting work-life balance based on individual needs.