Technology Support Officer

5 days ago

Brisbane, Australia Queensland Government Full time

**The occupant of this position will be a member of the Technology Support team within the IT Support directorate. The IT Support organisational structure comprises over 200 employees and a rotation of contractors based across Queensland. IT Support teams include Command & Control Centre, ICT Service Centre, Technology Support and Vendor & Contracts Management Unit.

This position is located within the Technology Support Brisbane Central Region group that comprises 15 employees and reports to the Technology Support Manager of the region.

Your key accountabilities

The core capability requirements for this role are:

- Provide technical support (including backups and system administration) for a fleet of assets including desktops, laptops, printers, MFDs, mobile devices, servers, onsite network equipment and technology assets.
- Monitor and action ITSM tool queues as delegated, escalate issues when required, and maintain customer communications regarding the progress of jobs.
- Use Active Directory tools and monitoring tools to assist in providing access controls and remote monitoring of computers and file services.
- Provide verbal and written advice to managers and customers regarding technology issues and proposed solutions.
- Assist with technology support and technical specifications for BAU and project related activities.
- Participate in the implementation of technology refresh and technology uplift activities.

Role Requirements

Technical/ Operational/ Educational experience

Highly Desirable
- Minimum of 3 years' experience in an enterprise-scale ICT services environment.

Desirable
- Knowledge of ITIL framework;
- Knowledge of mobile device technologies;
- Knowledge of Windows Server (2008 and above);
- Knowledge of Windows 7 / SOE and above;
- Knowledge of ITSM tool management for IT service delivery.

Other

This position is required to:

- Undertake on-call duties, overtime and work outside normal business hours;
- Travel intra and inter-state as needed;
- Possess a current open Queensland 'C' class driver's licence;
- Participate in deployments and 24/7 roster during emergency and major incident events;
- Perform some manual tasks e.g. moving computers and printers (Workplace Health and Safety policies apply).

SFIA Skills

The following technical criteria reflect relevant professional skills and competencies from the Skills Framework for the Information Age (SFIA) Framework relevant to this role:
Level: 2
Skill Code(s)
ASUP: Application support HSIN: Systems installation/decommissioning ITOP: IT infrastructure
NTAS: Network support

Further information can be found on the SFIA site by searching for the 'skill' code (e.g. ITMG) and then referring to the skills listed under the applicable 'level' e.g. level 5.

Applications to remain current for 12 months.
This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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