Senior IT Support Officer

• Information Technology Services – Customer Support Services

• Broaden your career within one of QLD’s largest employers 

• Achieve a work-life balance with 36 hours/wk, purchased leave, WFH + more 

• Based at our vibrant St Lucia campus

About UQ

As part of the UQ community, you’ll have the opportunity to work alongside the brightest minds, who have joined us from all over the world.

Everyone here has a role to play. As a member of our professional staff cohort, you will be actively involved in working towards our vision of a better world. By supporting the academic endeavour across teaching, research, and the student life, you’ll have the opportunity to contribute to activities that have a lasting impact on our community.

Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available, such as:

• 26 weeks paid parental leave or 14 weeks paid primary caregiver leave

• 17% superannuation contributions

• 17.5% annual leave loading

• Health and wellness discounts – fitness passport access, free yearly flu vaccinations, discounted health insurance, and access to our Employee Assistance Program for staff and their immediate family

• On campus childcare options

• Cheap parking (from just $5.75 a day)

• Salary packaging options

About This Opportunity 

Join our team as a Senior IT Support Officer, where you’ll play a crucial role in providing exceptional technical assistance to our clients. As a major link between our IT department and our valued clients, you’ll ensure their satisfaction through effective communication and timely resolution of Tier 1 and 2 endpoint support services.

Key responsibilities: 

• Ensure compliance with UQ’s Cyber Security Policy and procedures.

• Provide phone/email/remote assistance to diagnose and promptly resolve hardware and software faults on assigned devices, including AV equipment.

• Collaborate with experienced staff and vendor support sections when needed, especially for complex issues.

• Work with tools and technologies, including Microsoft SCCM, Apple JAMF, Microsoft Teams, Cisco SDA networks, DHCP, AD, Microsoft Exchange, IT Asset Management tools and other applications.

• Install, configure, and maintain operating systems and networking software on LAN servers, or audio-visual controllers, where staff have the skills or with the assistance, if necessary, of more experienced staff.

• Resource management, including maintenance of IT asset records, equipment disposal and upkeep of computer labs, teaching spaces and IT facilities.

• Contribute to projects related to computing equipment management, supporting research, and business needs.

This is a full-time, continuing position.  

At HEW level 6, the full-time equivalent base salary will be in the range $88,099 – $94,512, plus a generous super allowance of up to 17%. The total FTE package will be up to $103,076 – $110,579 annually. As this role is covered by an Enterprise Agreement, you will also receive regular remuneration increases – at least once a year.

About You  

Essential

• Qualifications and training equivalent to an undergraduate degree in IT or related field, and subsequent relevant experience; or an equivalent combination of relevant experience and education/training.

• Demonstrated strong problem-solving skills, IT knowledge and experience in providing support in the following PC operating system environments: Windows, Linux and Mac OS, or AV operational components and systems.

• Detailed knowledge of Microsoft Windows infrastructure, including Active Directory and
  Group Policy Objects and experience utilising Mobile Device Management solutions, or
  extensive knowledge of enterprise grade, tertiary education level audio-visual technologies.

• Demonstrated effective interpersonal, oral, and written communication skills particularly in documenting processes and work instructions and interpreting client requirements.

• Experience in mentoring other team members, as well as working on project teams.

• Self- motivated and demonstrated ability to work under pressure, prioritise tasks, meet deadlines, pay attention to detail, and maintain professionalism.

• Familiarity with PowerShell and building scripts for fleet wide use.

• Experience with tools associated with the management of a PC or AV fleet.

Desirable:

• Awareness of emerging technologies.

• Familiarity with Shell Script, WQL and WMI.

• Knowledge of project management methodologies.

• Familiarity with service management frameworks

In addition, the following mandatory requirements apply:

• Work Rights: You must have unrestricted work rights in Australia for the duration of this appointment to apply. Visa sponsorship is not available for this appointment. 

• Background Checks: All final applicants for this position may be asked to consent to a criminal record check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits. 

 
Questions? 

For more information about this opportunity, please contact Mr Nigel Tiong, Team Leader, Information Technology Services, via [email protected] .  For application queries, please contact [email protected] stating the job reference number (below) in the subject line. 
 

Want to Apply? 

All applicants must upload the following documents in order for your application to be considered:

• Cover letter addressing the ‘About You’ section  

• Resume 

Other Information 

At UQ we know that our greatest strengths come from our diverse mix of colleagues, this is reflected in our ongoing commitment to creating an environment focused on equity, diversity and inclusion .  We ensure that we are always attracting, retaining and promoting colleagues who are representative of the diversity in the broader community, whether that be gender identity , LGBTQIA+ , cultural and/or linguistic , Aboriginal and/or Torres Strait Islander peoples , or people with a disability . Accessibility requirements and/or adjustments can be directed to [email protected] .

If you are a current employee (including casual staff and HDR scholars) or hold an unpaid/affiliate appointment, please login to your staff Workday account and visit the internal careers board to apply for this opportunity. Please do NOT apply via the external job board.

Applications close 18 March 2024 at 11.00pm AEST (Job Reference Number – R-35772).