Senior Officer, IT Customer Support Apply Locations: St Lucia Campus Time Type: Full time Posted on: Posted Yesterday Job Requisition ID: R-44439 Information Technology Services – Enterprise Technology Full-time, permanent position Base salary will be in the range $89,861 - $96,402 + 17% Superannuation (HEW Level 6) Based at our vibrant St Lucia campus About This Opportunity The Senior Officer, IT Customer Support provides an advanced level of technical and troubleshooting support for Tier 2 IT service functions for clients across the University in either a Desktop or Audio-Visual support specialisation.The position reports to the Manager, IT Service Delivery and may be required to direct other professional or technical staff on work relating to specific tasks or projects. Key responsibilities will include: Cyber Security and Technical Support: Adhere to UQ's Cyber Security Policy, provide technical support via phone, email, and on-site assistance for hardware and software issues, including complex troubleshooting and escalations. System Management and Service Delivery: Manage system tools for DHCP, DNS, and directory services, ensure high-quality customer service, and maintain accurate service request information. Documentation, Training, and Mentoring: Develop and maintain technical documentation, mentor team members, and provide training on emerging software and hardware technologies. Leadership and IT Project Support: Lead or support IT projects, maintain IT asset records, and collaborate on the upkeep of IT facilities while providing technical advice and evaluating new technologies. About UQ As part of the UQ community, you will 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 will 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 Access to flexible working arrangements including hybrid working options, flexible start/finish times, purchased leave, and a condensed fortnight 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 UQ Study for Staff On campus childcare options Affordable parking (from just $5.75 a day) Salary packaging options About You 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/or education/training such as industry certifications in either networking or OS environment. Technical Expertise: Proficient in Windows, Linux, and Mac OS environments, with detailed knowledge of Windows and MacOS operating systems, Microsoft infrastructure, and Mobile Device Management solutions or AV technologies. Support Skills: Proven experience in remote and on-site support for PCs, mobile devices, and AV technologies, with strong problem-solving abilities. IT/Data Security: Broad understanding of IT/data security issues and solutions. Communication and Collaboration: Strong interpersonal, written, and oral communication skills, including mentoring, documenting processes, and interpreting client requirements. Teamwork and Independence: Self-motivated with the ability to work effectively alone or in teams, manage tasks under pressure, and meet deadlines with attention to detail. Project Involvement: Experience participating in or leading project teams. Tools and Technology: Skilled in managing PC or AV fleets, familiarity with PowerShell, Shell Script, WQL and WMI, and service management frameworks (desirable). The successful candidate may be required to complete a number of pre-employment checks, including right to work in Australia, criminal check etc. You must maintain unrestricted work rights in Australia for the duration of this appointment to apply.Employer sponsored work rights are not available for this appointment. Questions? For more information about this opportunity, please contact Mr Nathanael Elcock | Team Leader, Service Delivery at ******.For application queries, please contact ****** stating the job reference number in the subject line. Want to Apply? All applicants must upload the following documents in order for your application to be considered: Cover letter summarising how your background aligns to the 'About You' section Resume Other Information UQ is committed to a fair, equitable and inclusive selection process, which recognises that some applicants may face additional barriers and challenges which have impacted and/or continue to impact their career trajectory.Candidates who don't meet all criteria are encouraged to apply and demonstrate their potential.The selection panel considers both potential and performance relative to opportunities when assessing suitability for the role. We know one of our strengths as an institution lies in our diverse colleagues.We're dedicated to equity, diversity, and inclusion, fostering an environment that mirrors our wider community.We're committed to attracting, retaining, and promoting diverse talent.Reach out to ****** for accessibility support or adjustments. Applications close Friday 31 January 2025 at 11.00pm AEST (R-44439).Please note that interviews have been tentatively scheduled for early February 2025. #J-18808-Ljbffr