The RSB IT Services Team provides IT desktop support to the RSB community, in support of the School's research, education and operational activities. We are looking for multiple proactive team members who are excellent troubleshooters in both PC and Apple platforms, with experience in a client-facing IT support role.
The IT Officer works under the general direction of the RSB IT Manager. They have close working relationships with colleagues in the RSB IT Services Team, and interact on a daily basis with members of the School and as required with other IT staff within the ANU. Under the general direction of the RSB IT Manager, the IT Officer is required to: 1. Act as the routine contact point to receive and handle all client requests for support and incidents, and provide timely, proactive responses and resolutions. 2. Follow agreed procedures and client services standards to manage and resolve, or escalate, clients’ service problems. 3. Assist users in defining their access rights and privileges, investigate minor security breaches in accordance with established procedures and security systems, and maintain agreed security records and documentation. 4. Assist in the investigation and resolution of issues relating to applications. Assist with specified maintenance procedures. 5. Participate in meetings, training and professional development activities in support of the team’s goals. 6. Write and maintain technical, operational and client facing documentation in support of RSB IT service delivery. 7. Undertake other duties as required, consistent with the classification of the position and in line with the principles of multi-skilling. 8. Comply with all ANU policies and procedures, and in particular those relating to work health and safety and equal opportunity.
SELECTION CRITERIA: 1. Associate Diploma in IT, or Year 12 and extensive relevant work experience, or an equivalent combination of relevant training and experience working in a service desk environment and/or desktop support area delivering Information Technology support services to clients providing high quality first level technical support. 2. Demonstrated excellent interpersonal, customer service and communication skills, including the ability to work collaboratively as a member of a highly customer focused team, and the ability to plan and prioritise work activities with competing priorities. 3. Demonstrated initiative to improve IT services and keep abreast of current and emerging technologies. 4. Demonstrated ability to write and maintain both technical and client facing documentation. 5. Demonstrated general knowledge and understanding of equal opportunity principles as they relate to employment. Note: It is a requirement of this position that the incumbent is physically fit and capable of moving items of moderate weight and holds a current driver’ licence
Classification: ANU Officer 4 (IT) Salary package: $65,101 - $70,433 plus 17% Superannuation Term: Continuing, Full-time (part-time arrangements may be considered)
In order to apply for this role please make sure that you upload the following documents: - A one page statement outlining your motivation in applying for the position and your suitability for the role, with reference to the selection criteria. - A current curriculum vitae (CV) which includes the names and contact details of at least three referees (preferably including a current or previous supervisor). If your CV does not include referees you can complete these online when prompted in the application form. Please note: previous applicants need not apply Applications which do not address the selection criteria may not be considered for the position. Applications close: 10 May 2021 11:55:00 PM AUS Eastern Standard Time