IT Support Officer (NSW)

About the Organisation
Our client is a leading not-for-profit disability services provider dedicated to understanding, engaging with and celebrating the strengths, aspirations and interests of people on the autism spectrum.
The organisation supports people of all ages through evidence-informed, person-centred and family-focused services, with a strong commitment to creating meaningful opportunities and improving outcomes for the people it supports.

Position Purpose
As part of the IT team, the IT Support Officer will assist with the maintenance and delivery of IT operations and solutions that support the organisation’s strategic objectives.

This role is primarily focused on providing first and second-level helpdesk support, participating in IT projects, and provisioning and configuring new equipment.

Key Responsibilities

1. IT Helpdesk Support
Monitor, manage and maintain the service desk system.
Troubleshoot and resolve hardware, software and network issues.
Provide technical support for Microsoft 365.
Image, configure and deploy IT hardware.
Provide on-site and off-site technical support.
Develop end-user training resources.
Escalate complex technical issues when required.

2. Network Administration
Manage user onboarding and offboarding processes.
Create and maintain IT systems documentation.
Manage network access and security.

3. Technical Support
Maintain knowledge of desktop and server operating systems.
Maintain network devices and troubleshoot network and server issues.
Resolve technical issues or escalate them as required.
Keep up to date with emerging technologies and IT best practices.

4. IT Projects
Participate in IT projects, including server upgrades, network upgrades and new site implementations.
Maintain project documentation.
Assist with the development and delivery of staff training to support new systems and technologies.

5. Communication and Stakeholder Support
Support the organisation’s strategic and business objectives.
Assist with IT communications to staff.
Participate in IT-related meetings, focus groups and committees.
Educate and train staff to improve their technical knowledge and capabilities.
Safeguarding Responsibilities The organisation is committed to providing an environment free from abuse, neglect and exploitation for the people it supports. Employees are expected to:
Follow safeguarding policies, procedures and the organisation’s Code of Conduct.
Complete mandatory training and apply safeguarding requirements in daily practice.
Recognise and report signs of abuse, neglect or exploitation.
Report practices that do not comply with organisational policies and procedures.
Work Health and Safety Employees are required to:
Take reasonable care of their own health and safety.
Follow reasonable safety instructions and applicable workplace requirements.
Report unsafe conditions or practices and suggest improvements.
Participate in workplace health and safety consultations.
Understand and comply with the organisation’s Code of Conduct.

Essential Requirements
Higher School Certificate or equivalent qualification.
Relevant IT industry certifications, such as MCP, MCSE, CompTIA A+ or Security+.
Current driver’s licence.
At least one year of experience providing IT support in an enterprise environment.
Strong communication and customer service skills.
Experience with Microsoft Office 365.
Experience with Microsoft Windows Server networks.
Experience with server and/or desktop virtualisation technologies.
Knowledge of TCP/IP and network troubleshooting.
Satisfactory National Police Check.
Working with Children Check for paid employment in NSW.
Work Environment and Physical Requirements
Resilience: Ability to manage time pressure and workload frequently.
Sitting: Required continuously.
Standing and walking: Required occasionally.
Lifting, carrying, pushing, pulling and reaching: Required rarely, involving loads under 5 kg.
Fine motor skills: Keyboarding and writing required continuously.