Ict Centre Support Specialist

**Role**: ICT Support Specialist

**Location**: Brisbane, Queensland

**Employment Type**: Permanent - Full Time

With 16,500 Goodstart team members across nearly 700 centres nurturing 70,000 children, we’re Australia's largest provider of early learning and care. As a not-for-profit social enterprise, we exist purely to improve the lives of Australia's children and their families. From our centre teams to our support teams, we work together to make a real difference for children in those crucial early years.

Our vision is for Australia’s children to have the best possible start in life.

Our purpose is for children to have the learning, development, and wellbeing outcomes they need for school and life, and we deliver this with our 4 guiding principles: Children are central to everything we do; Families are our primary Partners; Our people make the difference; Being a valued part of each community.

Safety and Reconciliation are present in who we are and what we do.

Our safety commitment is a shared understanding Safety starts with each of us - but at Goodstart it is more than that - being safe is who we are and what we do. Safety is part of being a Goodstarter.

Our vision for reconciliation is for Goodstarters to engage with reconciliation on both a personal and professional level, creating the conditions that support Aboriginal and Torres Strait Islander social justice, equality, and equity.

The ICT Support Specialist is a critical role as it’s the primary point for all ICT’s support staff and is responsible for supporting customers that use Goodstart’s IT systems. In addition, they perform diagnosis and fault resolution on tickets of work raised by centres, CSO teams and from automated workflows.

A customer service first perspective is key to the success of this role. As a member of the ICT ServiceDesk team, shifts are co-ordinated and include rotating shifts to provide coverage to all Goodstarters between 6AM-6PM.

**Your Impact**:
As an ICT Service Desk Officer, you will play a key role in providing technical support and assistance to our internal staff, ensuring smooth operations and resolving IT-related issues promptly.

**Responsibilities**:
Respond to incoming support requests promptly and efficiently, maintaining a high level of professionalism and customer service.
Diagnose and resolve hardware, software, and network-related issues, escalating complex problems to the appropriate teams when necessary.
Maintain accurate records of all support requests, incidents, and their resolutions in the ticketing system.
Collaborate with other IT teams to ensure efficient problem resolution and share knowledge.
Provide user training and guidance on technology tools and systems.
Assist in maintaining and updating documentation of IT processes, procedures, and technical guides.

**Requirements**:
Proven experience in a similar role, preferably in a corporate or enterprise environment.
Strong knowledge of desktop operating systems (Windows) and Microsoft Office Suite.
Familiarity with Active Directory, Microsoft 365, and basic network troubleshooting (Meraki).
Excellent problem-solving and analytical skills, with the ability to prioritize and multitask effectively.
Outstanding customer service and interpersonal skills.
Strong communication skills, both written and verbal.
Ability to work independently and collaboratively within a team.

**What Goodstart can offer you**:
Work for a company that has an aspiration to be globally recognised for early years practice and learning outcomes
Gain significant investment in your growth and development with support, tools, training and experiences that will truly enhance the progress and outcomes for children in their earliest years.
Be a part of a team and work environment where everyone feels a sense of belonging, inclusion and purpose
Not-For-Profit Salary Packaging benefits which reduce your taxable income to increase take home pay
Access to discounted childcare (up to 15%)
Flexible work arrangements giving you choice about when and how work will be done in order to better manage your work and non-work needs
Discounted health care and access to employee wellbeing program with BUPA
Exclusive discounts on travel, gym memberships, Apple and Dell products, and more.
Security and stability - as Australia’s largest provider of early learning and care and a not-for-profit social enterprise, we exist purely to improve the lives of Australia’s children and their families

**You’ll bring to the table**:
Diploma or degree in Information Technology, Computer Science, or a related field.
ITIL Foundation certification is a plus.
Possess technical skills with a willingness to learn and grow knowledge.

How to apply

Supporting our people and protecting our children

We’re an equal opportunity employer that is proud of our inclusive and diverse work environment. We know that Goodstarters from diverse cultures, backgrounds and experiences strengthen our teams and h