Pawsey Helpdesk Technician

**Acknowledgement of Country**

CSIRO acknowledges the Traditional Owners of the land, sea and waters, of the area that we live and work on across Australia. We acknowledge their continuing connection to their culture and pay our respects to their Elders past and present. View our vision towards reconciliation.

**Role highlights**
- **Provide first-contact IT support and investigate technical issues**:

- **Play a key role at the Pawsey Supercomputing Research Centre**:

- **Collaborate with Pawsey’s Helpdesk team to enhance IT services**

**About CSIRO**

As Australia's national science agency, CSIRO is solving the greatest challenges through innovative science and technology. Many of our iconic innovations were once considered impossible until someone, just like you, joined us and took on the challenge.

Visit CSIRO.au for more information.

**The opportunity**

The Pawsey Supercomputing Research Centre (Pawsey) is supported by the Western Australian and Australian governments, to develop and manage a supercomputing and data intensive science capability.

We are seeking IT Support Officer to join the Helpdesk team at Pawsey. The Helpdesk team is part of the Technology Services group and is responsible for the delivery of effective and timely IT support.

In this role, you’ll help manage IT incidents and service tickets, while contributing to innovative technical solutions. If you're passionate about IT, problem-solving and client support, we would love to hear from you.

**Your high-level duties will include**:

- Contributing positively to promote a team approach, and developing sound working relationships with clients on a day-to-day basis as a representative of Pawsey.
- Delivering first contact remote IT support to provide both response and resolution in a timely manner to incidents or requests.
- Conducting analysis, classifying and transferring service tickets to relevant support groups via the service management toolset.
- Contributing to the development and generation of regular reports to demonstrate service effectiveness.
- Investigating technical issues and implementing solutions.

**Role particulars**

**Location**:Pawsey Centre - Kensington, Western Australia
**Salary**: AU$73,567 to $93,630 (pro-rata for part-time) plus 15.4% superannuation

**Tenure**:Indefinite, Full-time (Job-share considered)

**Reference**:101398
- Studying toward a formal tertiary qualification in an Information Technology field, or 2 years industry experience in Information Technology.
- A strong service delivery focus, including excellent oral and written communication skills and effective interactions with clients regardless of their levels of IT skill and experience.
- Demonstrated experience in a customer service environment and supporting a broad range of IT services.
- A proven track record as team player showing initiative, self-motivation, plus an ability and willingness to perform with mínimal supervision and follow defined procedures accurately and consistently.
- Ability to collaborate with other teams in order to achieve operational objectives including assistance with undertaking project work with technical services teams for new installations, upgrades, configuration and troubleshooting.
- Strong organisational skills including the ability to multitask

**Desirable**
- Exposure to a High Performance Computing environment
- Experience in supporting operating environments other than Microsoft Windows, especially Linux/Unix operating systems.
- Experience with Atlassian ticketing and documentation systems.
- Proven documentation writing and development skills.

For full details about this role, and other criteria, please review the Position Description.

**Not sure if you meet all the criteria?**

**Setting you up for success**

**Life at CSIRO and flexible work arrangements**

We work flexibly at CSIRO, offering a range of options for how, when and where you work. We can discuss flexible work arrangements with you during the recruitment process. CSIRO also offers a range of leave entitlements, benefits and career development opportunities. To find out more, visit Careers at CSIRO.

**Inclusion and belonging**

Solving Australia's greatest challenges takes a diversity of minds and lived experiences. We know diverse teams are more effective and deliver more innovative outcomes. As an equal employment opportunity organisation, we are committed to creating diverse and inclusive teams where people feel they belong. We recognise true diversity encompasses all ages, abilities, cultures, faiths, levels of education, genders, sexualities, diversity of thought and much more. We focus on hiring people who share our values of People First, Further Together, Making it Real and Trusted.

CSIRO holds Gold Status for the Australian Workplace Equality Index for LGBTQIA+ inclusion, and a Science in Australia Gender Equity Bronze Award.

**Eligibility**

**Child safety**

CSIRO is committed to the safety and wellbeing of al