Desktop Support Officer

As a member of CITEC’s Modern Workplace Team, you will deliver Microsoft Windows endpoint and Microsoft 365 management for Queensland Government agencies. Based in Brisbane, you’ll play a key role in providing Tier 2 desktop support, ensuring seamless hardware and software functionality, and resolving technical issues with outstanding customer service.

As The Desktop Support Officer, You Will

• Provide Tier 2 desktop support for external and internal customers as defined in Service Level and Operating Level Agreements.
• Install, Upgrade, and troubleshoot hardware and software systems in a desktop support environment.
• Providing high quality second level support and resolution.
• Manage and coordinate projects and service improvement tasks in the Desktop Support Services Team (Modern Workplace).
• Perform incident management and problem resolution for customer service difficulties, to enable CITEC to meet performance indicators under service agreements.
• Display excellent customer service behaviour.
  
  
  

There may be a requirement to work out of hours, weekends, and public holidays to ensure the successful delivery of CITEC enterprise solutions. The role reports to the Senior IT Support Consultant.

To thrive in this role, you will need to demonstrate the following:

• Technical expertise in the installation, configuration, operation and maintenance of personal computers, peripheral devices and local area networks, their respective operating systems, PC software products (such as Windows, Microsoft Office, etc.) together with demonstrated diagnostic and problem resolution skills.
• Solve problems, make decisions, initiate new ideas and creative alternatives to achieve organisational goals
• Deliver high quality customer service in an information technology environment
• Utilise effective interpersonal and communication skills including to liaise, communicate and negotiate with customers and suppliers of a large organization.
• Meet deadlines, set and achieve realistic goals and establish work priorities, either individually or in a team environment.
  
  
  

To succeed in this role, you will need knowledge and experience in the following technologies:

• Deployment, configuration and support of Windows 10 & 11.
• Proficiency in Microsoft Office applications and M365.
• Management and administration using Microsoft Endpoint Manager (MECM).
• Experience in Microsoft Intune for device and application management.
• Administration of users, workstations and security via Microsoft Active Directory and Group Policy.
  
  
  

Highly Regarded

• Hands on experience in supporting Virtual Desktops.
• Experience in ITSM/ITIL including change, incident, and problem management using an enterprise ITSM tool such as ServiceNow.
• Understanding of Queensland Government (or Australian Government) ICT standards, cyber frameworks, and governance requirements is desirable.
  
  
  

Applications to remain current for 12 months.

Occupational group IT & Telecommunications