IT Helpdesk Officer - [Archived Advertisement]

Acknowledgement of Country

CSIRO acknowledges the Traditional Owners of the land, sea and waters, of the area that we live and work on across Australia. We acknowledge their continuing connection to their culture and pay our respects to their Elders past and present. View our vision towards reconciliation

The Opportunity

• Are you a team player looking for somewhere to contribute to supporting HPC Researchers?
• Permanent part time position, generous salary incl. laptop.
• Join the team at Pawsey to help drive the next big phase in Australia's HPC journey.

The Pawsey Supercomputing Research Centre (Pawsey) is a tier-1 high-performance computing facility accelerating scientific discoveries for Australia’s researchers. Located in Perth, Western Australia, Pawsey is currently serving scientists across the nation in domains such as radio astronomy, energy and resources, engineering, bioinformatics and health sciences.  Pawsey supports Australia's commitment to the Square Kilometre Array (SKA) and Australian pathfinder projects (ASKAP and MWA).

Pawsey has recently announced its new supercomputer as part of the biggest upgrade to the infrastructure since the centre opened in 2009.

Please see link for more information about Pawsey: https://pawsey.org.au/about-us/capital-refresh/

This role will be proactive in monitoring tickets and issues, identifying possible opportunities and recommending changes or escalating such ideas to ensure optimal use of Pawsey resources. The role will be crucial in supporting Pawsey’s researchers and ensuring their needs are addressed in a timely manner.

Your duties will include:

• Triage incoming incidents and requests via the Service Desk toolset and apply known solutions to customer reported issues.
• Follow up on solutions implemented by other staff and contribute to documentation of these solutions for future use by other staff.
• Adhere to required Service Desk Ticket management KPI’s.
• Contribute to the knowledgebase of technical solutions.
• Contribute to the generation of regular reports to demonstrate service effectiveness, including the maintenance of high-quality data for analysis.
• Adhere to the spirit and practice of CSIRO’s Code of Conduct, Health, Safety and Environment plans and policies, Diversity initiatives and Zero Harm goals.”

Location: Pawsey, Perth, WA
Salary: AU$66k - AU$84k plus up to 15.4% superannuation
Tenure: Indefinite (Part Time 0.4FTE, 2 days per week (Monday and Friday) )
Reference: 83362

To be considered you will need:

Essential:

• Possession of, in the process of obtaining, or a capability to obtain one of the following, specialising in any area of IT: Trades Certificate, Assoc Diploma, Diploma, Degree; or a professional certification in a contemporary helpdesk or service desk management methodology (e.g. ITIL).
• A demonstrated understanding of supporting IT services.
• A strong service delivery focus, including excellent oral and written communication skills.
• A proven track record as a team player showing initiative, self-motivation, plus an ability and willingness to follow defined procedures accurately and consistently.
• Capability to work effectively as part of a multi-disciplinary, regionally dispersed research team, and carry out tasks under the direction of Senior Technical Staff.
• The ability & willingness to contribute ideas and approaches in support of technical solutions and Service Desk responsibilities.
• An eagerness to learn, to interact with people and to work autonomously.

CSIRO thrives on innovation; innovation that is harnessed by the diversity of the minds and lived experiences brought to our greatest challenges. If you meet some, but not all requirements, we encourage you to submit your application. 

For full details about this role please review the Position Description

Eligibility

Applications for this position are open to Australian Citizens, New Zealand Citizens and Australian Permanent Residents only.

Appointment to this role is subject to provision of a national police check and may be subject to other security/medical/character requirements.

Flexible Working Arrangements

We work flexibly at CSIRO, offering a range of options for how, when and where you work. 

Diversity and Inclusion

We are working hard to recruit people representing the diversity across our society, and ensure that all our people feel supported to do their best work and feel empowered to let their ideas flourish. 

About CSIRO

At CSIRO Australia's national science agency, we solve the greatest challenges through innovative science and technology. We put the safety and wellbeing of our people above all else and earn trust everywhere because we only deal in facts. We collaborate widely and generously and deliver solutions with real impact. 

Join us and start creating tomorrow today!

How to Apply

Please apply on-line and provide a cover letter and CV that best demonstrate your motivation and ability to meet the requirements of this role.

Applications Close

19 June 2022, 11:00pm AEST/AEDT

Shortlisting for this role may take place as applications are received. We therefore reserve the right to close this vacancy once a suitable candidate has been appointed,

Please consider applying as soon as possible.