"Senior Officer - IT Support"

We’re looking for an IT Support superstar to provide an advanced level of ICT technical and troubleshooting support for clients across The Institute for Molecular Bioscience (IMB), The Queensland Brain Institute (QBI) and The Australian Institute of Bioengineering and Nanotechnology (AIBN) via telephone, remote desktop access and face-to-face communication. You will join an established highly regarded team of professionals who consistently provide amazing service and client support across multiple sites, for staff and students with varying levels of complexity and technology. Where the requirement is beyond scope of phone/email and on-site support you will also be responsible for overseeing the escalation and resolution of incidents to internal or external service providers as required.

Key responsibilities will include:

• Provide onsite assistance to diagnose and resolve hardware and software faults on assigned devices (including AV equipment), liaising with vendor support where applicable, to ensure that jobs are responded to, resolved and/or escalated promptly.
• Provide leadership and advice on the technical aspects of information technology to clients.
• Administer desktop management systems.
• Install, configure and maintain server operating systems.
• Develop and maintain documentation of customer infrastructures, organisational operational guidelines and procedural documents.
• Use customer service practices including courtesy, helpfulness and follow-through in all aspects of service requests, incident and problem management, ensuring a high level of customer satisfaction.
• Participate in team meetings and team building exercises.
• Utilise service management software to actively monitor tickets and maintain accurate and timely information about the status of jobs.
• Manage hardware life cycle (from purchase, deployment, re-deployment, and to decommissioning) for client and lab laptops, desktops and peripherals.
• Maintain records in the IT Asset Management System (ITAM), participate in the annual stocktake task and dispose of IT equipment according to UQ policy.
• Participate in the development and support of bespoke solutions, services and/or infrastructure to support research/lab requirements.
• Coordinate the maintenance of computers used in laboratories with associated equipment.
• Be responsive to research requirements, which may include the processing of staff and student applications for access to research resources or the provision of training to staff and students in emerging research technologies and applications.
• Contribute to the ongoing analysis of, and/or any adjustments to the IT services offered within the organisational unit.
• Any other duties as reasonably directed by your supervisor.

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: Up to 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 $6.15 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 position relevant industry certifications. Experience in providing high level support with Windows and Mac, including: knowledge of Microsoft Windows infrastructure including Active Directory, Group Policy Objects, and SCCM; and knowledge of macOS infrastructure including JAMF and MDM. Experience in providing support in mobile and audio visual technologies. An understanding of IT/data security issues and solutions and a breadth of general computing and network knowledge and experience. Demonstrated effective interpersonal, oral and written communication skills particularly in documenting processes and work instructions, and interpreting client requirements. Demonstrated strong problem-solving skills as well as demonstrated skills and experience in remote assistance and on-site support. Self-motivated and able to work effectively, either alone or in a team environment. Demonstrated ability to work under pressure, prioritise tasks, meet deadlines with a high level of accuracy and attention to detail. Experience supporting Linux and/or windows server environments is desirable, as is experience with virtualisation systems such as VMware vCenter and/or Horizon, experience with supporting Research based computing environments, and programming or scripting skills (ie. PHP, Drupal, shell, python) and/or database management.