Technical Support Officer

1 week ago

Brisbane, Queensland, Australia Queensland Government Full time

Overview
Join to apply for the
Technical Support Officer
role at
Queensland Government
.
Are you looking for a rewarding career where your skills make a real difference? Join a leading legal organisation dedicated to supporting vulnerable and disadvantaged people and take the next step in your career as a valued IT professional.
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.
Responsibilities
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.
Qualifications and Capabilities
Experience in customer service and in the installation, configuration and support of desktop hardware and software, with the ability to provide courteous, prompt and professional service to clients with varying levels of knowledge.
Knowledge of Microsoft Operating Systems, Application Deployment systems (e.g. SCCM), Citrix and Exchange server environments.
Ability to identify solutions to technical and procedural problems across end-user computing devices and software applications.
Other Capabilities
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
Full time hours: 36.25 hrs per week
Generous employer super contributions of 12.75%
Flexible working hours
Generous salary packaging available
Study leave for approved work-related courses.
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