IT Support Officer

IT Support Officer

 Location: Parkville

• $75,139 to $ 86,313 per annum + up to 17% Superannuation


• Salary packaging of up to $18,500 p.a.


• Full-time, Ongoing


• Additional leave days


• Parkville & Heidelberg Locations (Primarily Parkville)

The role

The position, within the Florey IT team, provides first point of contact for our staff and students. The role involved triaging and responding to technical support requests. You will be involved with asset management and providing video conferencing support for internal and external events. Roaming support between Florey sites is sometimes required.

Key Responsibilities

The candidate will be responsible for:

Being a reliable point of contact for Florey staff and students seeking technical support.  You will fully log all support requests and provide timely notification. This will consist of:

Confirming all details of new requests, including importance and urgency, customer details and categorisation.

A major key indicator for this role is customer satisfaction which involves

Achieving monthly average customer satisfaction ratings of 7 and above.

• Ensuring all communication with customers is friendly, clear and correct.


• Assigning all medium and high-level requests to a senior support person immediately. 


• Including all available background and troubleshooting information in escalated requests and


• Notifying the Head of Information Technology of any high-level requests.

Description 

Detailed information and key responsibilities are available from the Position Description. 

The role attracts an annual salary offer of PS5 $75,139 to $ 86,313 per annum commensurate with experience.

About you:

The successful candidate will have:

• Relevant industry certification; or Completion of year 12 with relevant work experience or ongoing post-graduate studies; or Equivalent relevant work experience or combination of relevant experience and education/training


• Ability to apply theoretical knowledge from studies to work


• Excellent analytical and problem-solving skills, particularly in troubleshooting computing issues


• Excellent analytical and problem-solving skills, particularly in troubleshooting computing issues


• Strong and intermediate knowledge of Microsoft Windows (10+), Macintosh, Office 365, particularly configuration of Outlook, Outlook for Mac, and OneDrive, Active Directory, particularly maintaining security groups and computers and network technologies (E.g.TCP/IP communications, Access Control Lists, software firewall configuration)

Experience with the below is desirable, but not essential:

Knowledge of: ServiceNow service desk solution, Ubuntu Linux operating system, Crowdstrike security software, SharePoint Online, iOS and Android mobile operating systems, Zoom and MS Teams videoconference solutions and Audio Visual experience.

The preferred applicant for this job will be asked to consent to a police check.

How to Apply

If you feel this role is right for you, please apply (link to the application button) with a Cover Letter outlining your interest and experience and your Resume. Please note that you are not required to respond to the selection criteria in the Position Description.

Visa sponsorship is not available for this position. This role requires current valid work rights for Australia. You may also be asked to consent to a criminal record check.

Working at the Florey:
With a 50-year history, the Florey is the largest brain research centre in the Southern Hemisphere, with teams of researchers dedicated to building knowledge on a range of neurological and psychiatric conditions.  https://florey.edu.au/our-research/impact/

Our reputation for innovative research and our position as the leading brain research institute in the Southern Hemisphere attracts the best and brightest.

The Florey is an Equal Opportunity Employer committed to creating an inclusive and equitable workplace where all individuals feel valued, respected, and have the opportunity to thrive regardless of gender identity, ethnicity, sexual orientation, disability, age, being a parent or having caring responsibilities.

We also provide flexible leave entitlements including purchased leave, gender affirmation leave, ceremonial leave along with additional non-gazetted Florey holidays.

Learn more about working at the Florey at https://florey.edu.au/careers-and-study/working-at-the-florey/

For enquiries, please contact our People and Culture Team on [email protected].