IT Support Specialist for Government Operations

1 month ago

Brisbane, Queensland, Australia Public Sector People Full time
About the Role

This is a fantastic opportunity to contribute to critical government operations and provide high-quality support to end-users as an IT professional with advanced technical support skills.

Key Responsibilities:
  • Advanced Technical Support: Provide third-line technical support, troubleshooting, and resolution for complex IT issues, including hardware, software, and network problems.
  • Incident & Problem Management: Identify, diagnose, and resolve technical issues escalated from lower levels, ensuring incidents are resolved within established SLAs (Service Level Agreements).
  • Escalation & Coordination: Collaborate with internal technical teams and third-party vendors to resolve critical issues and implement solutions.
  • Service Improvement: Contribute to the continuous improvement of service desk processes, including the documentation of troubleshooting guides and knowledge base updates.
  • Customer Support & Communication: Offer clear and effective communication to end-users regarding technical issues, progress updates, and resolutions.
  • System Monitoring & Maintenance: Monitor IT systems for potential issues, perform system checks, and proactively address technical problems before they impact users.
  • Knowledge Management: Update and maintain internal knowledge bases with troubleshooting steps, solutions, and best practices.
  • End-User Training: Assist in providing training and guidance to users on technical systems, tools, and processes.
Essential Requirements:
  • Proven experience as a Service Desk Officer, IT Support Specialist, or similar role, preferably in a Level 3 support capacity.
  • Advanced troubleshooting skills across a wide range of technologies, including Windows OS, networking, hardware, software applications, and enterprise systems.
  • Familiarity with service desk tools (e.g., ServiceNow, Remedy, Jira) and experience with ticketing and issue tracking systems.
  • Experience with Active Directory, Office 365, network administration, and remote desktop management.
  • Ability to resolve complex technical problems independently and in collaboration with cross-functional teams.
  • Strong communication skills, with the ability to explain technical concepts to non-technical end-users in a clear and professional manner.
  • Understanding of ITIL principles and best practices for incident, problem, and change management.
  • Ability to manage competing priorities, meet deadlines, and deliver results under pressure.
  • Experience in a government or public sector environment is preferred but not required.

The estimated salary for this role is $71.83 per hour plus superannuation benefits, based on Brisbane CBD location and industry standards.

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