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Desktop Support Specialist
2 months ago
About the Role
We are seeking a highly skilled Desktop Support Specialist to join our team at RAC WA. As a key member of our IT department, you will be responsible for providing first and second-level technical support to our internal customers.
Key Responsibilities
- Technical Support: Provide second and third-level technical support to internal customers through our Desktop Support system, utilizing our tools to their fullest potential and welcoming new ideas for tool application.
- Infrastructure Development: Contribute to the development, testing, implementation, and upkeep of our Managed Operating Environment for the corporate PC infrastructure and aid in the lifecycle refresh components for the Desktop infrastructure layer.
- Service Delivery Monitoring: Monitor service delivery performance metrics and collaborate with managers and customers to ensure adherence to service level agreements, managing configuration items to safeguard assets from unauthorized changes.
- Issue Investigation and Resolution: Investigate system and service issues, support in implementing solutions and preventive measures, and address support requests following established procedures.
- Service Quality Enhancement: Collaborate with team members and escalation points within the organisation to address issues and enhance service quality, leading project initiatives to deploy solutions for end-users.
- Compliance and Documentation: Adhere to established procedures and policies to ensure compliance with security and data protection regulations, maintaining accurate documentation of support activities, and staying updated on emerging technologies.
- End-User Support: Manage the installation and configuration of desktops, laptops, peripheral equipment, and software, provide end-user support both remotely and in person, and serve as a reliable service desk escalation point.
Requirements
- Educational Background: High school education is mandatory. Tertiary qualifications in computer science, Information Technology, or a related field are preferred.
- Relevant Certifications: Relevant certifications such as ITIL, Azure, CompTIA A+, or Microsoft Certified Professional are desirable.
- Technical Expertise: Advanced understanding of end-user support, Azure Active Directory, and comprehensive knowledge of Azure AD, Active Directory, Windows, and Office 365.
- ITSM and ITIL Experience: Exposure to ITSM toolsets (e.g., Jira Service Desk, ServiceNow) and experience with ITIL methodologies.
- Network and Troubleshooting Skills: Familiarity with network troubleshooting and basic network configuration.
- Problem-Solving and Communication: Excellent problem-solving abilities, high-level communication skills, and experience in customer service or helpdesk support environments.
- Leadership and Teamwork: Ability to lead Support Analysts, manage customer expectations, and work effectively both independently and as part of a team.
- Technical Knowledge and Prioritisation: Sound technical knowledge of desktop hardware and software, ability to manage multiple issues, and prioritise tasks efficiently.
What We Offer
- Innovative Technology Environment: Work with cutting-edge technologies and be part of a team driving digital transformation across RAC WA.
- Growth Mindset Culture & focus on Career Development: Join a team that values personal development and enables continuous learning opportunities, certifications, and career progression within a supportive and growth-focused environment.
- Work-Life Balance: Benefit from flexible and hybrid working arrangements, including temporary remote work options and a focus on work-life balance.
- Impactful Projects: Contribute to high-impact projects or products that directly enhance RAC WA's services to its members and the community.
- Diverse and Inclusive Workplace: Be part of an organisation that embraces diversity and inclusion, ensuring a welcoming environment for all employees.
- Employee Wellbeing: Take advantage of a strong focus on employee wellbeing, including mental health support, wellness programs, and fitness incentives.
- Community and Social Responsibility: Engage in meaningful community and social responsibility initiatives that align with RAC WA's values and mission.
