Senior IT Support Officer

• Annual base salary from $99,161 to $103,905 (HEW Level 6) plus 17% employer's superannuation contribution and annual leave loading
• Full Time Role | Join a supportive and collaborative team
• Supportive, collaborative team with a flexible working environment based at Macquarie University, Wallumattagal Campus, North Ryde

About the Role

We are hiring for an enthusiastic Senior IT Support Officer who will provide IT support and advice to users to diagnose and resolve reported issues of high complexity. You will also respond to unique and/or complex service requests, install standard and non-standard software and tools, manage routine and ad-hoc administrative tasks and prepare and analyse summary reports.

Macquarie University Information Technology (MQ IT) embraces the university mission to be bold, distinctive, progressive and transformational. Information Technology is a trusted business partner with an ethos of service, and we pride ourselves in the application of a strong collaborative partnership approach to transformation across the University. We strive for the efficient provision of services to better support the areas where we should be unique across the education, research and health portfolios within the University.

Key Responsibilities

• Provide support to users across the Macquarie University and Clinics, plus Campus Life portfolios, solving both unique and/or complex problems
• Support aspects of test, installation, monitoring, tuning, and maintenance of relevant end user devices, specialist equipment, technology systems, and infrastructure.
• Develop information resources, tools, and methods to drive efficiency, consistency and improved service, and promote adoption by the team.
• Complete complex and/or large-scale set-up and maintenance activities for devices, equipment, systems, and infrastructure in line with service level expectations, and ensure compliance with MQ IT standards.
• Monitor the performance of devices, equipment, systems, and infrastructure, and pro-actively identify and address potential issues or escalate to supervisor or to relevant support teams.
• Review and develop user documentation to support the correct and effective use of devices, equipment, systems and infrastructure.
• Support clients and internal stakeholders to follow relevant processes and procedures when logging incidents and requesting changes.
• Comply with relevant EEO and WHS regulations and perform any other duties as required and appropriate for this classification
• Participate in on-call after hours support on a week per month basis

About You

• Tertiary qualifications in a related field or equivalent knowledge, skills and experience
• Experience supporting Clinical and / or Retail environments is desirable
• Windows Active Directory and InTune Administration skills.
• Extensive experience with Windows desktop environment and Office 365 suite.
• Clinical application support experience with packages, Genie, Best Practice, Trakcare is Desirable
• Experience in deploying desktop, label and multi-function print devices.
• Experience with POS hardware and software support, plus EFTPOS is desirable
• Knowledge and experience in a relevant technical discipline, business domain, application platform or technology stack.
• Knowledge and experience of basic IT service management concepts (such as ITIL) and IT security management concepts.
• Supporting end user device and specialist equipment lifecycle management.
• Directing and liaising with suppliers to support service delivery, performance monitoring, and compliance with relevant processes and procedures.
• Proven ability to identify relevant policies and procedures and apply them when resolving issues and enacting changes.
• Ability to communicate effectively (both verbal and written) with clients and other business stakeholders and to identify relevant policies and procedures and apply them when responding to requests and resolving issues.
• Time management skills and ability to balance competing demands.

About Us

Macquarie is a university engaged with the real and often complex problems and opportunities that define our lives. Celebrating its 60th year in 2024, it was established as a bold experiment in higher education and designed to break from educational traditions to work in tandem with industry.

Institutionally we strive for the extraordinary by challenging convention and embracing different views. Our pioneering culture has encouraged and inspired students, staff and collaborators to break free from conventional thinking, and to actively shape the complex issues that define the future of humanity.

Why work at Macquarie

We rank amongst the top employers in the Australian Workplace Employers Index, having recently earned a five-star rating in the QS World Rankings with the highest rating for employability.

Our prime location, we are walking distance from Macquarie University Metro Station and Macquarie Shopping Centre. Not only are we close, take a look at our benefits on offer:

• 17% Superannuation

• Subsidised onsite parking options

• Flexible working options

• Training and professional development

• Onsite childcare facilities

• Discounted health insurance (Medibank)

• Onsite vacation care

• Employee Assistance Program

• Subsidised membership at the Sport & Aquatic Centre

• Onsite GP, imaging & physio clinics

*Please note that this position will require a criminal record check.

If you're already part of the Macquarie Group (MQ University, , MQ Health, MGSM), you'll need to apply through your employee Workday account. To apply for this job: Login to Workday and go to the Careers App > Find Jobs.

A Place Where You Belong

At Macquarie, we believe diversity makes us stronger, inclusion drives our success, and belonging inspires us to do our best work. We are proud to foster a community where different backgrounds, identities, and experiences are valued, and where our people are empowered to thrive through supportive leadership, shared responsibility, and a deep commitment to genuine care and respect for our community. Find out more about our vision for a truly inclusive workplace in our Diversity, Inclusion and Belonging Framework.

Flexible Work

At Macquarie, we believe by providing flexibility in when, where and how work is done, we can support our staff to manage their personal commitments, while optimising their work performance and contributions to the University. See how we lead in flexible work to enable an outcome focused and inclusive workplace. To learn more about our culture and hiring process, visit our Jobs at Macquarie page.