Senior Officer ICT Support Services

Senior Officer ICT Support Services

Remuneration: Annual salary commencing at $86,250 plus up to 13% superannuation.

Benefits include health & wellness programs, salary sacrifice options, salary packaging arrangements and a fortnightly RDO.

Closing Date: Sunday 30th November 2025 at 11.00pm AEST.

No late applications will be accepted. Only applications received via Council's online application system will be considered. Unsolicited applications from agencies will not be considered.

Role Overview

Council’s ICT Service Desk provides support to approximately 300 internal customers and is the single point of contact for all ICT users. The Senior Officer ICT Support Services is responsible for ensuring an outstanding level of customer service and technical support, overseeing ICT assets, and the procurement activities for ICT Support Services. The Senior Officer ICT Infrastructure liaises with other members of the ICT team to ensure ICT Services are delivered effectively and in line with customer expectations.

Responsibilities and Experience

- Extensive 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.

- Understanding of networks, network hardware, networking concepts (TCP/IP, VPN, Routing, DNS, VLANs) and the ability to troubleshoot a variety of networking issues.

- Experience with wireless systems including end‑user devices, access points & wireless controllers.

- ITIL foundations V3 or V4+.

- A minimum of 2 years’ experience in an ICT service delivery environment.

- Knowledge of and experience supporting LANs, WANs, and desktop hardware and software applications, including mobile device configuration and management.

- Analytical through processes and troubleshooting skills.

- Ability to work independently and with teams and managers as appropriate.

- Queensland ‘C’ Class driver’s licence or above.

- Lead and coordinate the annual device replacement and upgrade program for ICT devices and software in accordance with standards, policies, and operating procedures.

- Responsible for accurate device asset management and the recording of all ICT devices from purchase to disposal.

- Provide procurement support to the Coordinator, ICT Support Services and liaise maintain relationships with third‑party suppliers.

- Build and maintain productive relationships with suppliers and support partners.

- Maintain stock levels of ICT equipment and the working order of the ICT storage and build rooms.

- 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.

Benefits

- 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.

Values

- Accountability

- Communication

- Customer Service Focused

- Integrity

- Teamwork and Collaboration

We will assess your understanding of these values and how you have applied them in previous employment.

Contact

For information regarding the requirements of this role, please contact Council's Manager ICT & Digital Transformation, Trina Law on 07-5481 1968 or email trina.law@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.

Equal Opportunity Statement

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.

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