Field Support Officer

**Introduction**:
The Opportunity
Are you an IT professional who enjoys solving technical challenges and supporting people? We're looking for a Field Support Officer to join our Technology Services Department, providing on-site IT support to one of the Diocese's secondary colleges and other Diocesan sites within a designated zone.
In this role, you'll handle First-Level and Second-Level technical support, troubleshooting hardware, software, infrastructure, and IT services. You'll work hands-on with technology, ensuring systems run smoothly while providing friendly, practical support to staff, students, and the wider community.
This is a great opportunity to work independently while being part of a supportive IT team, contributing to projects, and keeping technology running seamlessly in an educational and community-focused environment.
If you're looking for a varied, people-focused IT role where no two days are the same, we'd love to hear from you
**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 our Diocesan Agencies sites, staff, students, and volunteers.
Support services include First-Level and Second-Level, remote and 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**:

- 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 Field Support Officer will provide these services to all allocated Diocesan sites, generally within a specified geographic zone, either on-site or remotely. The role will be based at the allocated secondary school or college, and this will serve as the primary focus, as well as other allocated sites within the zone; however, assistance at other sites will be required from time-to-time. Allocated sites will be periodically reviewed and may be re-allocated to ensure a balanced workload across the Field Services Team.
This position plays a key role in providing ITSM queue management to ensure that the operations of the Technology Services department consistently achieve published Service Levels, and our partners and Agencies' expectations are met or exceeded.
**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 wide range of people.
- Self-motivated and able to work effectively with mínimal supervision, within broad guidelines.
- Awareness or experience in maintaining an enterprise Service Desk function within cross-disciplinary teams and environments
- 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 such as Mitel, NEC, Commander & Teams;
- ITSM platforms such as ServiceNow, Jira & Zendesk.

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 or vendor certifications, such as: ServiceNow, Microsoft, HPE/Aruba, Cisco, CompTIA, Apple or others (Desirable)
- Possession of an IT Service Management certification such as ITIL (Desirable)
- Possession of a Project Management certification such as PMBOK, PRINCE 2 or Agile (Desirable)

To Apply
Please provide a current copy of your Resume and a Cover Letter which addresses the two criterion points below:

- Why you want this role and how it aligns with your career goals.
- Your qualifications and experience in a similar position.

**Applications close**: Friday 14th of February at 11:59pm
Additional information
The Diocese of Maitland-Newcastle is committed to safeguarding children and vulnerable persons and preventing thos