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Desktop Support Specialist

2 months ago

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About the Company

Davidson Technology is partnering with a state government to provide procedural, administrative, and support services to the Legislative Assembly and its committees.

We are seeking an experienced Desktop and Device Support Officer with Audio Visual expertise to join our team for a contract opportunity.

About the Role

You will be responsible for managing and maintaining the currency of our organisation's desktop, print, and end-user devices, ensuring they are up-to-date, secure, and operate with the latest software titles.

Key responsibilities include:

  • Monitoring operational performance and collaborating with the IT team to maintain security and implement performance optimisation strategies.
  • Actively monitoring, responding to, containing, and remediating desktop and end-user device-related cyber incidents.
  • Creating, testing, and deploying software packages to desktop, laptop, and end-user devices using Desktop Management toolsets and technologies.
  • Delivering and overseeing replacements, updates, and upgrades, ensuring timely actions to maintain and improve security requirements.
  • Providing second- and third-level technical support in response to customer or operational issues, escalating to vendors as necessary.
  • Attending the Service Desk as required, fulfilling operational requirements, including triaging issues and contributing to Service Desk task scheduling and completion.
  • Ensuring all required enrolments, system documentation, and asset administration are completed for asset management and technical recordkeeping.
  • Providing support and assistance to customers in issue resolution, demonstrating sensitivity to their needs and a responsiveness focus.
  • Educating and training customers in the operation of computer software and hardware to support capability uplift and a positive experience.
  • Supporting and providing technical leadership across the IT Services unit, contributing to a positive team culture and customer experience.

About You

  • Proven experience delivering mobile device, desktop, laptop, SOE, and printer rollouts, upgrades, maintenance, and performance improvements in a geographically dispersed organisation and diverse customer base.
  • Demonstrated ability to manage a geographically dispersed portfolio of end-user devices using technologies like Microsoft In-Tune, SCCM, Active Directory, Group Policy, and PowerShell.
  • Proven experience in providing L2 and L3 technical support for mobile devices, desktops, laptops, SOE, printers, telephony, and audio visual, including escalation to vendors.
  • Proven experience in providing L1 and L2 technical support and trouble-shooting as part of a Service Desk team, covering computer hardware, network, mobile device, and software relevant to the Parliamentary Services technology and operating environment.
  • Demonstrated experience or ability to quickly learn Service Now and ITIL Service Management processes, primarily incident, change, and configuration management.
  • Proven experience in completing IT backend administration, demonstrating strong attention to detail.
  • Demonstrated ability to show technical leadership and support across IT teams and business functions, working collaboratively to enhance customer relationships and experience.
  • Proven ability to manage time and conflicting priorities effectively, prioritising tasks and delivering allocated responsibilities in a timely manner.
  • Strong written and interpersonal communication skills to support documentation, relationship building, and customer interaction.

The Benefits

This opportunity offers a contract with potential to extend, with an hourly rate up to $59.59 per hour + Superannuation (AO4 level).

This role requires on-site work due to access to sensitive data and is based in the Brisbane CBD.