Officer ICT Support Services

Overview

Gympie Regional Council has an exciting opportunity for an experienced IT support services professional to join our team on a full-time, permanent basis as our Officer ICT Support Services. This position is within our ICT Service Desk that works on a roster basis to provide continued support to our organisation between the hours of 6am and 6pm. The team works on a 4-week roster that includes one week of early starts with an early finish, one week of late starts with a 6pm finish and two weeks of standard 8am - 5pm hours.

Council's ICT Service Desk provides support to approximately 300 internal customers and is the single point of contact for all ICT users. The role of the ICT Support Services Officer is to provide a high level of service to the customers of the Information and Communication Technology (ICT) Branch in relation to computer software and hardware installation, technical and help desk support, telephone and mobile device installation and configuration, and audio visual and remote site support with a focus on continuous improvement and delivering organisational goals.

Responsibilities

• Have a passion for technologies and how they can contribute to the Team.
  
• Provide first level phone support to Council users with patience and empathy.
  
• Install, maintain, and support Windows desktop operating systems and software, troubleshoot network, printing, and hardware incidents via the telephone, remote desktop tools or should the need arise, a site visit.
  
• Commitment to providing quality advice and service to clients, with an emphasis on communicating effectively with a diverse range of staff and stakeholders.
  
• Collect all required ticket data and ensure the ticket data is accurate and complete, including resolutions and tasks.
  
• Provide a high level of customer service and attention whilst ensuring SLA's are met.
  
• Actively participate as appropriate as a member of Council's ICT Team.
  
• Commitment to learning new technologies and undertaking training as required.
  
• Work within a rostered shift rotation covering business hours from 6:00 AM to 6:00 PM Monday to Friday.
  
• Experience with ITSM tools and methodologies (e.g. ITIL and ServiceDeskPlus);
  
• Customer Service experience.
  
• Experience working with and troubleshooting end-user workstation environments and Microsoft Office 365
  
• Experience configuring devices using Apple iOS and Android mobile platforms.
  
• Experience with Active Directory, Microsoft Exchange and cloud services such as Microsoft Office 365, Azure, and related platforms
  
• ITIL foundations V3 or V4+
  
• A minimum of 1 years' experience in an ICT service delivery environment.
  
• Knowledge of and experience supporting desktop hardware and software applications, including mobile device configuration and management.
  
• Queensland 'C' Class driver's licence or above that is current and maintained.
  

Although not mandatory, an Industry Certification in Microsoft Technologies would be an advantage.

Position Description

For a full position description containing essential and desirable criteria, please click here.

Who to Contact

For information regarding the requirements of this role, please contact Council's Coordinator ICT Support Services, Andrew Bretherton via email andrew.bretherton@gympie.qld.gov.au

For assistance lodging your application using Council's online system, please contact Council's Officer Recruitment, Sue Rossi on 07-5481 0971 or email sue.rossi@gympie.qld.gov.au

What we offer?

• Nine-day fortnight.
  
• Access to employee health and well-being programs
  
• Fitness Passport: work out at over 25 local gyms for you and your family at a subsidised rate.
  
• Long service leave after seven years.
  
• Generous superannuation scheme of up to 13 per cent.
  
• Access to salary sacrificing and salary packaging arrangements.
  
• Employee assistance program offering free confidential counselling services for employees and their families.
  

Our Values

• Accountability
  
• Communication
  
• Customer Service Focused
  
• Integrity
  
• Teamwork and Collaboration
  

For a full explanation of our values please click here. You will be assessed on your understanding of these values and how you have applied values such as these in your previous employment.

Our Process

Successful applicants will be required to undertake various checks such as skills, qualifications, reference, medical and national police.

Keen to apply?

Simply head to Council's website and follow the Careers at Council link to submit your online application: gympie.qld.gov.au

1. 
   
2. Download and review the position description above
   
3. Complete the information below as requested using your personal email
   
4. Click 'APPLY'
   
5. Attach your resume, covering letter and a single document containing copies of your qualifications, licences or tickets as applicable
   
6. Click 'NEXT' and 'CONFIRM'
   

Please note before continuing: It is advisable that you prepare your responses in a separate Word or text document, saving your work as you go and that you then copy and paste this prepared information in the form before completing the application process. Please keep your responses to a maximum 300 words for each question.

Applications close on Sunday 14 September 2025 at 11:00 PM AEST. No late applications will be accepted. Only applications received via Council's online application system will be considered.

Gympie Regional Council is proud to be an Equal Opportunity Employer, and our people represent the community which we service. We invite all suitably qualified applicants to apply, including First Nations People, and people from diverse social, cultural and gender backgrounds.

Personal Details

• First name *
  
• Last name *
  
• E-mail *
  

Digits only or add + for international numbers

• Street *
  
• Street Cont.
  
• City, Town or Suburb *
  
• Postcode or Zip Code *
  
• Country *
  
• State, Region or Province *
  
• LinkedIn URL (Please click on your profile and copy the URL from your profile page.)
  

Questions

Do you have the right to work in Australia? (This is a mandatory requirement for the position.) *

• Yes
  
• No
  

Are you an existing employee of Gympie Regional Council?

• Yes
  
• No
  

If no, have you previously been employed by Gympie Regional Council?

• Yes
  
• No
  

Do you have a current, unrestricted Australian driver's licence? *

• Yes
  
• No
  

EEO Data Collection

Providing this information is voluntary. Any information that you do provide will remain confidential and will only be used as statistical information to assist with equity and diversity policy development and reporting.

Declaration

I declare the information provided in this application is true and correct to the best of my current knowledge. I understand that any employment offer will be based on the accuracy of this application and results of relevant checks and any misrepresentation of the facts or omission of relevant material may be a cause for dismissal. *

• Yes
  

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