AGD-ICT-RFQ-204 - IT Service Desk Technician

⁠⁠⁠Brief Role Description:
This role will be the first point of contact for IT related matters for systems and services, including Content Manager 9 (TRIM) and MyHub. The role will provide IT Support duties as well as onsite support across offices located interstate. The client base will require assistance with technology for special needs including but not limited to software, hardware and devices.

The successful applicant will need to be able to work well in a team environment as well as autonomously, apply initiative, possess strong client service skills and be prepared to travel at short notice for periods of time. A minimum of two (2) years’ experience working in a Commonwealth Department with strong understanding of Commonwealth protocols as well as proven experience working directly with VIP and staff at all levels.

A basic understanding of ITIL and IT Service Desk best practices is important as well as ICT technical skills.

Duties and responsibilities:
• Working as a member of a team, provide IT Service Desk and Onsite support services for the Department (and its portfolios) at the 1st and limited 2nd level support.
• Provide extended support for software, hardware and devices to VIP and staff at all levels.
• Installation and configuration of desktop hardware, software and other devices.
• Liaise with clients and other areas on technical support issues, problem resolution and assistance, through to resolution.
• Log, manage and process Incidents and emails in job queues through an ITSM database.
• Problem rectification and fault reporting including logging, escalation and coordination with team members and other IT support areas.
• Utilise and contribute to the support material such as standard operating procedures and knowledge base.
• Assist in the development and maintenance of material for the operation of the section.
• Undertake other tasks as required or directed.
• The candidate must hold a current NV 1 security clearance.