Senior Officer, IT Customer Support

University of Queensland
December 05, 2022
Offerd Salary:$82,399
Working address:N/A
Contract Type:3 year Fixed-term
Working Time:Full time
Working type:N/A
Job Ref.:N/A
  • IMB

  • HEW level 6

  • 3 year Fixed-term position

  • Closing date: Monday 5th December 2022 at 11:00PM AEST

  • UQ Careers: R-19345

  • About This Opportunity

    The role is responsible for providing an advanced level of ICT technical and troubleshooting support for clients across the Institute for Molecular Bioscience via telephone, remote desktop access and face-to face communication. Where the requirement is beyond scope of phone/email and on- site support it is the role of the support officer to oversee the escalation and resolution of incidents to internal or external service providers as required.

    The role reports to the Senior IT Manager (Operations) and works under general supervision.

    Key responsibilities include:
  • Provide phone/email/remote 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.

  • 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.

  • This role is subject to The University's Code of Conduct.

    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.

  • Demonstrated skills and experience in remote assistance and on-site support.

  • Knowledge of Microsoft Windows infrastructure including Active Directory, Group Policy Objects, and SCCM.

  • Knowledge of macOS infrastructure including JAMF and MDM.

  • Experience in providing support in mobile and audiovisual technologies.

  • Breadth of general computing and network knowledge and experience

  • An understanding of IT/data security issues and solutions.

  • Demonstrated effective interpersonal, oral and written communication skills particularly in documenting processes and work instructions, and interpreting client requirements.

  • Demonstrated strong problem-solving skills.

  • 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.

  • Desirable:

  • Experience supporting Linux and/or windows server environments

  • Experience with virtualisation systems such as VMware vCenter and/or Horizon

  • Experience with supporting Research based computing environments

  • Programming or scripting skills (ie. PHP, Drupal, shell, python) and/or database management.

  • What We Can Offer

    This is a Full-time, 100% FTE 3 year fixed-term position through to December 2025 at HEW Level 6.

    The full-time equivalent base salary will be in the range $82,399.95 to $88,503.79 plus super of up to 17%. The total FTE package will be in the range $96,407.94 to $103,549.43 per annum.

    Flexible employment options may be available for this role including variable start or finish times; compressed hours; purchased leave; flex-time with the proviso appropriate support service levels can be maintained.

    For further information about UQ's benefits, please visit Why Work at UQ and review The University of Queensland's Enterprise Bargaining Agreement 2018-2021.


    To discuss this role please contact Tony Shepherd, IMB IT Manager at

    For application queries, please contact stating the job reference number in the subject line.

    Want to Apply?

    All applicants must supply the following documents:

  • Brief cover letter addressing the About You section

  • Resume

  • To satisfy pre-requisite questions and ensure your application can be considered in full, all candidates must apply via the UQ Careers portal by the job closing deadline. Applications received via other channels, including direct email, will not be accepted.

    About The Selection Process

    The University of Queensland is committed to ensuring all candidates are provided with the opportunity to attend the panel interviews, however, for those candidates who are unable to attend in person, video interview options will be available.

    Please note applications will be reviewed as received. Candidates may be interviewed prior to the job closing date. We encourage candidates to apply as soon as possible. The University of Queensland reserves the right to close this application process early.

    Other Information

    Work Rights: You must have unrestricted work rights in Australia for the duration of this appointment to apply. Visa sponsorship is not available for this appointment.

    Background Checks : All final applicants for this position may be asked to consent to a criminal record check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.

    We value diversity and inclusion, and actively encourage applications from those who bring diversity to the University. Our Diversity and Inclusion webpage contains further information if you require additional support. Accessibility requirements and/or adjustments can be directed to

    If you are a current employee of the University, or hold an unpaid or affiliate appointment with the University, please login to your staff Workday account and visit the internal careers board to apply for this opportunity. Please do NOT apply via the external job board.

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