• A varied and challenging role that provides customer service and technical support as well as overseeing all of the ICT assets and procurement activities
• Competitive annual salary commencing at $75,897 plus superannuation
• Great range of additional benefits, including health and wellness programs, salary sacrifice options, salary packaging arrangements and flexible work options

About the Region

Gympie is at the heart of a rapidly expanding region which stretches from rural valleys in our western reaches to the Cooloola Coast, gateway to spectacular Fraser Island. Bordering Noosa and Fraser Coast Local Government areas, we are uniquely positioned to grow whilst still retaining our country charm.  Our borders with North and South Burnett, and the Somerset Local Government areas link with our rural lifestyle, where you can enjoy our picturesque smaller townships, or our abundant local history.  Our local festivals such as the Gympie Music Muster are renowned both nationally and internationally. 

For someone seeking a high quality of life, with pristine natural areas and spectacular beaches, all within reach of Noosa, the Sunshine Coast and Brisbane, we are offering this unique opportunity.

Senior Officer ICT Support Services

Remuneration: Annual salary commencing at $75,897 plus superannuation

Closing Date: Sunday 11 December 2022 at 11.00pm AEST

No late applications will be accepted.  Only applications received via Council's online application system will be considered. Unsolicited applications from agencies will not be considered. 

Role Overview

An exciting opportunity existing for an experienced IT professional to join the ICT team on a permanent full-time basis to manage the IT asset and procurement process across the organisation. 

Council’s ICT Service Desk provides support to approximately 300 internal customers and is the single point of contact for all ICT users. The Senior Officer ICT Support Services is responsible for ensuring an outstanding level of customer service and technical support, overseeing ICT assets, and the procurement activities for ICT Support Services. The Senior Officer ICT Infrastructure liaises with other members of the ICT team to ensure ICT Services are delivered effectively and in line with customer expectations.

The key responsibilities of this role will include (but are not limited to):

• Lead and coordinate the annual device replacement and upgrade program for ICT devices and software in accordance with standards, policies, and operating procedures.
• Responsible for accurate device asset management and the recording of all ICT devices from purchase to disposal.
• Provide procurement support to the Coordinator, ICT Support Services and liaise maintain relationships with third party suppliers.
• Build and maintain productive relationships with suppliers and support partners.
• Maintain stock levels of ICT equipment and the working order of the ICT storage and build rooms.
• Have a passion for technologies and how they can contribute to the Team.
• Provide first level phone support to Council users with patience and empathy.
• Install, maintain, and support Windows desktop operating systems and software, troubleshoot network, printing, and hardware incidents via the telephone, remote desktop tools or should the need arise, a site visit.
• Commitment to providing quality advice and service to clients, with an emphasis on communicating effectively with a diverse range of staff and stakeholders.
• Collect all required ticket data and ensure the ticket data is accurate and complete, including resolutions and tasks.
• Provide a high level of customer service and attention whilst ensuring SLA’s are met.
• Actively participate as appropriate as a member of Council’s ICT Team.
• Commitment to learning new technologies and undertaking training as required.

What we are looking for

To be successful in this position, candidates should have the following technical competencies:

• Extensive experience with ITSM tools and methodologies (e.g. ITIL and ServiceDeskPlus);
• Customer Service experience.
• Experience working with and troubleshooting end-user workstation environments and Microsoft Office 365
• Experience configuring devices using Apple iOS and Android mobile platforms
• Experience with Active Directory, Microsoft Exchange and cloud services such as Microsoft Office 365, Azure, and related platforms
• Understanding of networks, network hardware, networking concepts (TCP/IP, VPN, Routing, DNS, VLANs) and the ability to troubleshoot a variety of networking issues.
• Experience with wireless systems including end-user devices, access-points & wireless controllers
• ITIL foundations V3 or V4+
• A minimum of 2 years’ experience in an ICT service delivery environment.
• Knowledge of and experience supporting LANs, WANs, and desktop hardware and software applications, including mobile device configuration and management.
• Analytical through processes and trouble shooting skills.
• Ability to work independently and with teams and managers as appropriate.

Position Description

For a full position description containing essential and desirable criteria, please click here. 

Who to Contact

For information regarding the requirements of this role, please contact Trina Law, Coordinator ICT Support Services on 5481 0688 or email trina.law@gympie.qld.gov.au

For assistance lodging your application using Council's online system, please contact Rowena Chapman, Senior Officer Human Resources on 5481 0687 or email rowena.chapman@gympie.qld.gov.au

What we offer?

• Nine day fortnight/ten day fortnight/flexible work hours
• Access to employee health and well-being programs
• Fitness Passport: work out at over 25 local gyms for you and your family at a subsidised rate
• Long service leave after seven years
• Generous superannuation scheme of up to 13 per cent
• Access to salary sacrificing and salary packaging arrangements
• Employee assistance program offering free confidential counselling services for employees and their families.

Our Values

• Accountability
• Communication
• Customer Service Focused
• Integrity
• Teamwork and Collaboration

For a full explanation of our values please click here.  You will be assessed on your understanding of these values and how you have applied values such as these in your previous employment.

Our Process

Successful applicants will be required to undertake various checks such as skills, qualifications, reference, medical and national police.

Applications close on Sunday 11 December 2022 at 11.00pm AEST. No late applications will be accepted. Only applications received via Council's online application system will be considered.