Desktop and Device Support Officer

2 months ago

Brisbane City, Australia Davidson Full time

About the Company
Davidson Technology are currently partnering with a large state government to provide a range of procedural, administrative and support services to the Legislative Assembly, its Members and committees.

We are seeking experienced a AO4 Desktop and Device Support Officer with Audio Visual experience to join for a contract opportunity till January 2025 with potential to extend.

About the Role
You will be responsible for managing and maintaining the currency of the organisations geographically dispersed portfolio of desktop, print and end-user devices by ensuring they are all up-to-date, secure and operate with the latest software titles.

You will provide technical support that ensures laptop, desktop hardware and SOE, printers and mobile device operations are configured correctly, successfully deployed and optimised, and any operational issues are resolved in a timely manner including through escalation to vendors for L3 support if required. This includes performing any move, add and change activities related to the support of IT equipment.

Your key responsibilities will include:

  • Monitor operational performance and work with others in IT to maintain security and implement strategies to optimise performance of the technology.
  • Actively monitor, respond, contain and remediate any desktop and/or end-user device related cyber incidents.
  • Create, test and deploy software packages to desktop, laptop and end-user devices using Desktop Management toolsets and technologies.
  • Deliver and oversee replacements, updates and upgrades including timely actions to ensure security requirements are maintained and improved, and new staff are effectively set up to commence work.
  • Provide second and, where possible, third level technical support in response to customer or operational issues ensuring timely escalation to vendors for resolution and high priority issues are resolved to minimise operational impact.
  • Attend the Service Desk as required, fulfilling all operational requirements including triaging issues, timely escalation where higher level support is required and contribution to Service Desk task scheduling and completion.
  • Ensure all required enrolments, system documentation and asset administration are completed as required for asset management and appropriate technical recordkeeping.
  • Provide support and assistance to customers in issues resolution, demonstrating sensitivity to their needs and a responsiveness focus, to ensure a seamless and positive customer experience.
  • Educate and train, at point of need, in the operation of computer software and hardware to support customer capability uplift and a positive experience
  • Support and provide technical leadership across the IT Services unit, using appropriate engagement and communication styles, to contribute to a positive team culture, with a focus on collaboration and the customer experience.
  • Mentor the Service Desk team to improve team member capability and build and consolidate the unit’s knowledge base.
  • Contribute to the development, implementation and improvement of operational processes, including ServiceNow, and IT policies and standards to ensure items are up to date and processes are fit for purpose.

About You

  • Proven experience delivering mobile device, desktop, laptop, SOE and printer roll outs, upgrades, maintenance (including security) and performance improvements in a geographically dispersed organisation and diverse customer base.
  • Demonstrated ability to manage a geographically dispersed portfolio of end-user devices through the use of technologies such as Microsoft In-Tune, SCCM, Active Directory, Group Policy, and PowerShell for the creation and distribution of software packages.
  • Proven experience in providing L2 and L3 technical support for mobile devices, desktops, laptops, SOE, printers, telephony and audio visual, including escalation to vendors for further support.
  • Proven experience in providing L1 and L2 technical support and trouble-shooting as part of a Service Desk team, on all aspects of computer hardware, network, mobile device and software that are relevant to the Parliamentary Services technology and operating environment.
  • Demonstrated experience or the ability to quickly learn Service Now and Information Technology Infrastructure Library (ITIL) Service Management processes (primarily incident / change / configuration management).
  • Proven experience completing IT backend administration, demonstrating strong attention to detail.
  • Demonstrated ability to show technical leadership and support across IT teams and with business functions and work collaboratively with others to enhance customer relationships and experience, deliver projects and contribute to a positive team culture and climate.
  • Proven ability to manage time and conflicting priorities effectively, prioritising tasks and delivering allocated responsibilities in a timely manner.
  • Written and interpersonal communication skills to support the preparation of documentation, relationship building with customers and team members.
  • Demonstrated ability to trouble shoot issues relating to across computer hardware, network, mobile device and software.

The Benefits
This opportunity offers you a contract till January 2025 with potential to extend at an hourly rate up to $59.59 per hour + Superannuation (AO4 level).

This role requires to be on-site 5 days a week due to access of sensitve data. This role is based in the Brisbane CBD.

Next Steps
To apply, click the link and upload your current resume in Microsoft Word format only (.doc or .docx).

If you would like to have a confidential discussion, please contact Maggie Ong on Maggie.Ong@davidsonwp.com quoting ref no 38636.

Applications closes Friday 1st of November 2024.

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