We have an exciting opportunity… For an IT Technical Solutions Officer to join the team at IntoWork Australia, located in Eagle Farm, QLD. This is an excellent opportunity for a highly motivated and enthusiastic individual to join the team and be part of the IntoWork Group. The Company: IntoWork Australia is the leading national provider of Employment, Skills, Education and Support services that support economic and social participation. Everything we do, including our range of tailored pathways for individuals and workforce solutions for employers, is underpinned by our vision - 'Vibrant Futures' - for our staff, service users, and business clients. About the role: The IT Technical Solutions Officer is responsible for providing friendly, client-focused technical support services to users across the IntoWork Group. Responsible for ensuring calls for support are met, via phone, email or support portal, the IT Technical Solutions Operations Officer will respond to customer requests and monitor system stability and performance. Working under the direction of the IT Solutions Delivery Lead, the IT Technical Solutions Operations Officer will ensure reported ITSM tasks are correctly categorised, manage requests / incidents through to resolution, or where necessary facilitate seamless escalation to senior resolver groups or vendors. The IT Technical Solutions Operations Officer will also be responsible for maintaining asset records and ensuring equipment is available, and where necessary arranging for the replacement or repair of equipment to ensure user satisfaction. Key Responsibilities: Assist with the completion of concurrent engagements to meet deadlines and achieve desired outcomes. Provide technical knowledge and be a part of the Solutions Team that deliver complex solutions. Assist with the coordination of site-related work, ensuring efficient execution and minimal disruption. Assist to investigate new technology requests to deliver technical solutions. Ensure requests for services and hardware are met in line with business expectations and SLA's Provide empathetic, customer-centric support, assisting your peers to effectively investigate, remediate and document technical issues. Use your passion and natural inquisitive for end user computing (application, software and hardware) to complete intuitive troubleshooting of identified incidents, documenting findings to support further investigations, or escalation as necessary. Proactively assess inbound incidents, to quickly identify clusters of incidents to prioritise and confidently invoke major incident or problem management procedures to maintain service levels. Install, and maintain assets including provisioning and tracking of end users devices including laptops, printers and mobile phones. Write and present technical instruction to support peers within the IT team to work effectively and efficiently. Understand impact and urgency of consecutive incidents raised, and effectively manage priorities ensuring our clients expectations are met consistently Ensure impacted clients communication is maintain for the life assigned requests or incidents Key Selection Criteria: Certificate IV in Information Technology or similar industry qualification or experience. Demonstrated experience in some of the following IT related activities, including wide or local area network administration, desktop hardware or software support, IT operations support, security support. Knowledge of Microsoft applications and end user device hardware. Organisational ownership and values alignment. Work on and effectively prioritise multiple technical issues and customer updates. What's in it for you? Professional development and career growth opportunities. Access to the Employee Assistance & Wellbeing Program, including confidential counselling and financial, nutrition, and legal support services. A supportive team culture and dynamic work environment. Working with a national team of IT specialists. Join Us If you're ready to grow your career in an organisation that values its people, click 'Apply' and attach your cover letter and resume. Applicants must be eligible to work in Australia. A current Working with Children Check and National Police Check are required (can be arranged for the successful applicant).