Coordinator, IT Support

**Job no**: 566292
**Work type**: Full-time
**Location**: Geelong - City, Geelong - Waurn Ponds, Melbourne - Burwood
**Categories**: Information Technology
- Burwood or Geelong based
- 1 x Full-time, ongoing position
- 1 x Full-time, fixed term position finishing 10/11/2025
- HEW 7 $101,858 - $112,156 + 17% Superannuation

**Why work with us?**

At Deakin you will have access to benefits such as a variety of leave options including generous parental leave and the ability to purchase additional leave; flexible working arrangements to help manage your work-life balance; ongoing learning and development opportunities to grow your career; an inclusive and supportive culture and environment to work in, both online and on campus.

**The role**

The Coordinator, IT Support oversees the delivery of effective and timely IT assistance to staff and students, ensuring teaching and research spaces meet specialised IT requirements and that digital tools and systems function smoothly. They manage day-to-day support operations, resolve technical issues professionally, and uphold high standards of IT support delivery to ensure a positive user experience. The role contributes to the IT Support team's objectives and aligns with the Customer Experience Division’s goals, enhancing overall service quality.

**As a Coordinator, you will**:

- Coordinate activities within the IT Support team to deliver the identification, diagnosis, and resolution of complex technical issues, ensuring that solutions are effective, inclusive, and sustainable.
- Provide individual support and a positive customer experience to students and staff in the use of ICT systems and equipment, resolution of issues and general information provision in managed and non-managed environments, ensuring timely resolution and clear communication with affected users. Escalate complex issues to the Senior Coordinator as necessary.
- Monitor, control and support ICT requirements and operations, ensuring systems, methodologies and procedures are followed.
- Act as a coach and work with IT Support team members to maintain relevant ICT support knowledge and information, facilitate growth and development by giving balanced, constructive feedback considering individual capability and team performance.
- Draw on a diverse range of people, groups and resources to identify new or improved opportunities, processes and ways of doing things to enhance organisational strategy.
- Distil the core issues from complex information, draws accurate conclusions and condense complex information and next steps into simple concise terms that others can understand.
- Promote technical solutions to modernise work practices and ensure alignment with Deakin’s strategic direction.
- Seek feedback on improvement opportunities from a diverse range of key stakeholders and implement change through appropriate channels and overcomes obstacles to change.
- Develop and implement practical, accessible solutions based on stakeholder needs.

**To be successful, you’ll have**:

- A Degree with substantial subsequent relevant experience; or
- Extensive experience and management expertise in technical or administrative fields; or
- An equivalent combination of relevant experience and/or education/training.
- Specialist knowledge of computer hardware and software diagnostic skills.
- Experience installing, configuring, securing and maintaining desktop and Server operating systems.
- Experience diagnosing hardware faults and replacing IT equipment subsystems.
- Extensive experience with managing and maintaining computer software and technological devices.
- Working with Children’s Check (Employee) or willing to obtain

**Here's how to apply**:
Please submit your updated resume and a short cover letter outlining your skills and experience.

**Applications for this position close on 19/1/25 at 11.55pm.**

**Are You Ready?**

Deakin is a Victorian university with a global impact. We are an agile, dynamic, and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community.

We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success.

**Advertised**: 20 Dec 2024 AUS Eastern Daylight Time