Technical Support Officer

2 weeks ago

Brisbane, Queensland, Australia Queensland Government Full time $60,000 - $80,000 per year

About Legal Aid Queensland

Legal Aid Queensland's vision is to be a leader in a fair justice system where people are able to understand and protect their legal rights. Our purpose is to provide quality, cost effective legal services to financially disadvantaged people throughout Queensland.

We embrace diversity, flexibility, learning and continuous improvement to deliver quality legal services.

About the Role

As a technical support officer, you will respond to enquiries made to the IT Service Desk and provide support to staff and approved associates. You are responsible for installing and maintaining desktop and mobile hardware, end-user software applications, support of the corporate VOIP phone system, multi-function device printer fleet and user account administration.

In this role, your responsibilities will include:

Provide technical support in a timely manner based on phone calls, in-person visits to the Service Desk, and requests logged via email to the IT ticketing system.

Provide remote technical assistance and support, conduct computer diagnostics, and resolve problems with desktop hardware and software within the IT ticketing system.

Answer user inquiries regarding computer software or hardware operation to resolve problems.

Configure and install end-user computing solutions and software.

Follow-up and update service desk ticket status and information with a view to resolve 85% of requests for the IT Service Desk team on first contact with the client.

Assist with the identification of problems with IT software and systems that require further investigation.

Diagnose network connectivity issues both within the corporate network and for users connecting via VPN from other Wi-Fi networks and resolve where possible.

User account administration for network, application, and system access for employees.

Document and update processes and common solutions to problems in the knowledge management system and corporate records system.

Ensure end-user computer asset information is kept current in the asset management system and assist with the rollout of replacement equipment and decommissioning of old equipment as required.

Escalate issues not able to be resolved by the IT Service Desk to other teams in IT ensuring that requests have required information from the client before being passed for actioning.

How You Will be Assessed

The ideal applicant will be someone who has the following capabilities:

You have experience in customer service and in the installation, configuration and support of desktop hardware and software, and can provide courteous, prompt and professional service to clients with various levels of knowledge and experience.

You have knowledge of Microsoft Operating Systems, Application Deployment systems (e.g. SCCM), Citrix and Exchange server environments.

You can identify solutions to both technical and procedural problems with a range of end-user computing devices and software applications.

Other Capabilities that May be Assessed

Legal Aid Queensland applies the Leadership competencies for Queensland. This role is mapped to the 'Individual Contributor' profile. Please refer to the position description for more detail.

What we Offer

As a member of the Legal Aid Queensland Community, you will receive:

Full time hours: 36.25 hrs per week

Generous employer super contributions of 12.75%

Flexible working hours

Generous salary packaging available (Click here to calculate)

- Study leave for approved work-related courses.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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