Technical Support Officer

1 week ago

Australia Mercy Community Service Full time

Mercy Community have a Permanent Full-time position for an experienced Technical Support Officer to join our team based in Nudgee. In this role you will be responsible for assisting with the Mercy Community Information and Digital Technology Service Desk support function and the delivery of related services, ensuring the timely resolution of reported support problems and completion of work requests. You will work closely across all areas including Corporate Services, DS, Aged Care, and the Families & Young People Service. Your role will include:

- Carrying out remote access and on-site IT support and installation activities, as required.
- Recording and accurately completing information relating to support requests, including the correct assignment of classification and priority.
- Assisting with and maintaining the Mercy Community Asset Register for hardware and software and ensure compliance with software licensing requirements.
- In conjunction with others, carrying out the administration of user authorisation, authentication, and access control to Mercy Community digital resources.
- Providing successful resolutions of support requests and problems in a timely manner.
- Providing a professional and courteous service to stakeholders, ensuring that all calls are answered and processed in accordance with defined service levels and work practices.
- Managing stakeholder relationships and expectations by providing timely and relevant updates on the progress of their support requests through to resolution and closure.
- In conjunction with others, carrying out the management of carrier services, carrier billing reconciliation, and internal account management.

**About you**

You will have previous experience in a similar role, including strong client-facing and teamwork skills, as well as solid organisational skills. You will require an awareness of Microsoft Active Directory and how it is used to manage user accounts, along with a basic understanding of LAN/WAN networking including DNS, DHCP, firewalls, load balancing and content filtering.

**We'll offer you**:

- Competitive remuneration package, with the opportunity to increase your take-home pay by salary sacrificing
- Flexible work arrangements including opportunity to work between home and office
- The chance to make a genuine difference in people's lives
- Access to our Employee Assistance Program (confidential counselling service)
- A friendly and supportive workplace

**About Us**

Mercy Community is a Catholic not-for-profit, compassionately inspiring and supporting people to live hopeful, connected lives within inclusive communities. We support families and young people, people living with a disability, and older people, and live by our values of Compassion, Integrity, Dignity and Empowerment.

We have been providing services and support for over 150 years and our team operates across a network that encompasses urban, rural and remote communities. Please visit our website to find out more about our dedicated team and the work we do.
- Please note that you must be eligible to work in Australia to be considered for this position. Employment is conditional upon maintaining clear personal history screening checks throughout employment._
- Mercy is committed to Safeguarding - taking actions to promote and ensure the welfare of children and adults at risk, protect them from abuse or neglect and supporting an awareness of whole community responsibility to help and protect all in need._

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