Specialist - Lab Support

4 months ago

Sydney, Australia University of New South Wales Full time

**Job no**: 526985
**Work type**: full time
**Location**: Sydney, NSW
**Categories**: Information Technology, Analyst
- Employment Type: full time continuing role Specialist Lab Support
- Excellent starting salary $110,073 plus 17% super and leave loading
- Location: UNSW Kensington Campus (Hybrid Working Opportunities)

**About UNSW**:
UNSW isn’t like other places you’ve worked. Yes, we’re a large organisation with a diverse and talented community, a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.

The Specialist - Lab Support position is accountable for providing the fulfilment of technology and computing support for UNSW staff, students and researchers in specialist labs and environments across UNSW. This role encompasses the provision of computing hardware, installation and troubleshooting of computer software and the resolution of customer incidents and requests, in environments where standard computing is not appropriate, or specialist safety training and operations maybe required. The role represents the customer facing side of UNSW IT and will be required to operate in a professional manner when dealing with both internal and external customers. The UNSW IT Lab Services Specialist will be required to work with and support the IT Service Management Framework and to maintain exceptional customer service at all times. This role reports to the Team Leader - Lab Support and has no direct reports.

**Accountabilities**:

- Provide Level 2 and Level 3 support for teaching and research lab technology related incidents and requests.
- Respond to escalated customer requests and update end users on incidents logged within agreed timeframes.
- Manage incident and request management activities in close co-operation with other UNSW IT Support groups.
- Perform a high level of incident and request resolution via remote control methods where possible.
- Analyse and resolve escalated incidents involving advanced technical complexity, and escalate to other support teams within IT where necessary.
- Provide a consultative service and requirements gathering approach for customers' technology support requests.
- Provide workplace technology support to all levels of customers including senior and executive managers.
- Provide support for specialist technology equipment in differing lab environments across all faculties and schools (including but not limited to Wet Science labs, Engineering labs, Bio medical labs, hospitals)
- Support specialist research workstation needs where a leveraged solution is not appropriate (e.g: Workstations or Katana).
- Support IT Hub customer service desks as required
- Contribute to the continued improvement of UNSW IT processes, procedures and practices through identifying and suggesting innovative and improved ways of working. Align with and actively demonstrate the UNSW Values in Action: Our Behaviours and the UNSW Code of Conduct.
- Cooperate with all health and safety policies and procedures of the university and take all reasonable care to ensure that your actions or omissions do not impact on the health and safety of yourself or others.

**Skills and Experience**:

- Minimum 3 - 5 years of relevant experience in a University (or similar) centralised technology lab support function, coupled with a Diploma and/or certificate level education in IT, or equivalent experience.
- Advanced working knowledge of the interfaces between commodity technology and equipment used in research and education lab settings.
- Experience with Enterprise wide hardware rollouts and administration is desirable.
- Strong analytical thinking and troubleshooting skills with the ability to develop and document technical solutions.
- Strong customer service approach and experience in mentoring and supporting team members.
- Excellent verbal and written communication skills, with the ability to explain technical terms to a non-technical customer.
- Good interpersonal skills, and ability to build effective relationships with key stakeholder and fellow colleagues with a client focused approach.
- An understanding of and commitment to UNSW’s aims, objectives and values in action, together with relevant policies and guidelines.
- Knowledge of health and safety responsibilities and commitment to attending relevant health and safety training

**To Apply**: If this is of interest to you, please submit your CV, Cover Letter and responses to the Skills and Experience **outlined above and in the position description**.

**Contact**

**Applications close: Sunday 29th of September 2024 at 11.30pm**

**Benefits and Culture**
- Flexible hybrid working
- Additional 3 days of leave over the Christmas Period
- Access to lifelong learning and career development
- Progressive HR practic

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