Field Support Officer

**Introduction**:
The Opportunity
The Catholic Diocese of Maitland-Newcastle is seeking a motivated and customer-focused Field Support Officer to join our Technology Services team.
In this hands-on role, you’ll provide professional technical support across our schools, colleges, and Diocesan sites, acting as the on-the-ground IT specialist for your allocated zone. You’ll deliver first
- and second-level support to staff, students, and community members—troubleshooting and resolving issues related to hardware, software, infrastructure, and IT services, as well as assisting with installations, upgrades, and maintenance.
You’ll also play an important role in broader technology initiatives, contributing to asset lifecycle management, IT and building project support, and the delivery of Diocesan technology projects.
To succeed in this role, you’ll bring strong communication and problem-solving skills, a proactive approach, and the ability to work independently within broad guidelines. You’ll have experience or awareness of enterprise Service Desk operations, IT service management (ITIL), and supporting Microsoft enterprise systems such as Active Directory, Microsoft 365, Azure, and Windows. Familiarity with networking equipment, phone systems, and ITSM platforms such as ServiceNow will be highly regarded.

**Benefits**:

- Directly contribute to improving the lives of many in the community.
- Attractive salary.
- Discounted gym membership through Fitness Passport (T&C’s apply).
- Ongoing training and development opportunities.
- A great friendly environment of dedicated and passionate co-workers.
- Enjoy up to 10% off at top retailers with our mnBenefits program.
- Corporate benefits, including EAP, flu shots and more.
- Modern office facilities including onsite café.

**Description**:
POSITION DESCRIPTION
The primary purpose of the Field Support Officer, within the Technology Services Department, is to provide professional services and technical support for a secondary school or college and for other Diocesan sites within a nominated zone (generally applied across the system of schools and other Agencies operated by the Diocese within that zone, and all relevant staff of the Diocese, students, parents, people we support, community, and volunteers). Support services include First-Level and Second-Level on-site technical support and troubleshooting of issues relating to:

- Hardware and devices,
- infrastructure assets, and
- IT services.

**Professional services will include activities such as**:

- Special projects of the Diocese and it's Agencies,
- technology planning services,
- asset lifecycle management,
- hardware and device installation, maintenance, and upgrades,
- IT and building project support, and
- resolution or completion of Incidents, Requests, Problems and Changes.

The role will be based at an allocated secondary school or college, and this site will be the primary focus and accountability for the Field Support Officer. The role will also provide additional support for other Diocesan sites (generally applied across the system of schools operated by the Diocese within that zone, and all relevant staff of the Diocese, students, parents, people we support, community, and volunteers ) within an allocated zone; and, occasionally, for any other sites within the Diocese.
**Skills and Experiences**:
EXPERIENCE/CRITERIA
- Demonstrate excellent oral and written communication and interpersonal skills with an ability to engage, manage, negotiate, influence and establish effective relationships with a range of people.
- Self-motivated and able to work effectively with mínimal supervision, within broad guidelines.
- Awareness or experience working within an enterprise Service Desk function
- Track record of delivering operational technologies, services and IT solutions adopted by the Diocese.
- Awareness of relevant best-practice frameworks, including IT service management (ITIL), IT project management, IT asset lifecycle management, financial management, privacy and data security
- Excellent analytical, problem-solving and multitasking skills
- The ability to perform hands-on and remote troubleshooting and provide clear instructions to customers and other stakeholders
- Experience working in religious, not-for-profit, social services, child care, and/or education settings would be highly valued, but not essential.
- Experience with some or all of the following:

- Microsoft enterprise systems such as AD, Office/Microsoft 365, Azure, MECM & Windows;
- Networking equipment such as HPE Aruba & Cisco;
- Enterprise Phone Systems;
- ITSM platforms such as ServiceNow

QUALIFICATIONS
- Commencement of, or commitment to Tertiary qualifications in Information Technology or subsequent relevant work experience; or an equivalent combination of knowledge gained through education, training and /or experience
- Current Class C Driver’s Licence
- Current Working With Children Check (WWCC)
- Possession of technology industry