IT Service Support Officer

**Position Overview**

This position is responsible for providing 1st and 2nd level IT support to the Federal Court of Australia, Federal Circuit and Family Court of Australia and National Native Title Tribunal’s (NNTT) judiciary and staff. The IT Service Desk is the initial point of call for users of IT services provided by the Information Technology section.

Clients of the IT Service Desk include Judges, Registrars, Members and Registry staff along with external clients who utilise the Court’s eApplications.

**Duties and Responsibilities**
- Delivery of quality ICT support services to clients
- Excellent communication skills, written and verbal
- Ability to understand, troubleshoot
- Understand IT policies and procedures
- Provide support via phone, remotely and in-person
- Incident\Service Request Management
- Recording of all incidents\service requests\problems in IT Service Management Tool
- Management of individual work queue, as well as assist in team queue management
- Creation of knowledge base articles for use by Judge’s & Court staff and within IT
- Technical skills to support clients working in a Microsoft environment on Windows 10 using M365.
- Deployment of Hardware, SOE, and approved software
- Teamwork and Leadership- Ability to work effectively within a geographically dispersed Service Desk within Australia
- Contribute and working with other IT teams to achieve and ICT delivery goals.
- Establish and maintain relationships with each registry, with particular focus to your location
- Ongoing Training/Education and induction of clients and colleagues

**Competencies and Attributes**

The IT Service Desk delivers support to a highly professional workforce dependent on ICT services and excellent assistance being available. Providing these services requires sound technical skills, ability to understand issues and knowledge in IT policies, and the Federal Courts operation.

A positive attitude is required and the ability to demonstrate initiative and take ownership of incidents. You must effectively handle pressure situations and communicate clearly with all clients, including Judges and Executives. Ideally, having worked in a team environment with team members geographically dispersed with experience supporting clients, both remotely and in-person.

**Special Requirements**

The IT Service Desk currently operates from 8AM EDST\EST to 5PM WST. Team members are rostered to provide appropriate coverage. Whilst primarily rostered hours will be between 08:00- 18:00 local time. If required to deliver support for project work, rural or interstate travel may be required.

**Selection Criteria**
- Demonstrated ability working with IT best practice based on ITIL, including the use of an ITIL compliant ITSM tool, Ivanti Service Manager is desirable. An understanding of IT security fundamentals and ensuring processes and policies are adhered to.
- Proven high level analytical and problem-solving skills, including resolving issues with users working remotely out of the office. The capability to define issues, determine workarounds and the best course of action to address the issue.
- Demonstrated ability to work both autonomously and as a member of a geographically dispersed team. This includes the ability to perform well under pressure, manage competing priorities, meeting deadlines, and contributing to team goals and resources (e.g., documentation creation).
- Knowledge and ability to support the following technologies:

- Microsoft Environment (Windows 10, Microsoft 365, Active Directory)
- O365 Administration
- Networking troubleshooting (DNS, proxy)
- Microsoft Teams
- Microsoft Always On VPN
- Citrix end-user and server support
- Video conferencing facilities (Cisco CUCM & TMS)
- Hardware deployment and maintenance (laptops, desktops, tablets, smartphone)
- Printer support and vendor engagement
- Dictation Devices & Applications (Olympus and Dragon Naturally Speaking)