Technical Support Officer

Location: Manuka, Canberra
Employment Type: Full-Time, Permanent 
Salary Range: Grade 4 $ 92,701 to $ 101,132 (based on skills and experience) plus Superannuation
Start Date: April 2024
Closing Date: 11.55 pm, Sunday 21 March 2024

Catholic Education, Archdiocese of Canberra and Goulburn (CECG) plays an integral role in education in the ACT and NSW, operating 56 Catholic Systemic Schools and nine Early Learning Centres.

The Catholic Education Office is committed to workforce diversity and creating inclusive workplaces. We welcome applications from suitable candidates from all diversity groups to support our system of schools and early learning centres in the delivery of quality education outcomes for the students in our care.

About the Role

In this position you will be working in a team of customer centric Technical Support Officers. You will ensure the provision of high quality and timely technical support to staff and students across the archdiocese.  You will be a key part of daily service delivery operations providing sound technical ability across the service delivery team.

• A positive and collaborative workplace culture
• 24 weeks of paid parental leave (maternity/adoption) 
• Up to 14 weeks of paid parental leave (paternity/non-initial primary carer leave) 
• Support for professional development and study opportunities 

Key Responsibilities

• Capture, review, respond and resolve requests using the service desk toolset within the prescribed service level agreement. Correctly categorised requests and created problem records if required. Follow-up customers or escalate as required.
• Perform Local Technical Support Officer duties, including maintaining quality relationships with School or Office stakeholders, understanding local school or office context and managing and service infrastructure as directed by the infrastructure team, Technical Support Lead or Service Delivery Manager.
• Perform Duty Technical Support Officer duties, including participating in the Service Delivery Roster to provide Level 1 support to all system users via phone, ITSM tool and other methods as defined in the Service Delivery operating model.
• Using the ITSM tool and ITIL concepts, actively manage Incident, Problem, Change and Release records to ensure workload is captured for analytical purposes.
• Assist other Technical Support Officers in the provision in services, including providing process-based system or application administration.

Essential Criteria

• WWVP Card or willingness to obtain.
• Demonstrated technical skills with the ability to take ownership of technical issues and work across teams to achieve resolution.
• Excellent customer service skills with the ability to effectively communicate and work with a diverse customer base.
• Work as part of a team with a high attention to detail and an ability to meet agreed service delivery timeframes.
• Ability to work under pressure and effectively manage and prioritise work plans.
• Excellent communication skills (oral and written) with an ability to translate and communicate technical information into a simple and straightforward manner.
• Ability to think critically and contribute to resolving technical issues.
• Experience with root cause analysis, application administration, server administration, backup management, storage management and disaster recovery.
• Certified in or willingness to become certified in MS-900, AZ-900 and SC-900 fundamental Microsoft Certifications.
• Australian Drivers License. 

Desirable:

• Demonstrated skills with PowerShell automation and the use of Microsoft Azure Functions, AWS Lambda, and Dell Boomi for integration processes.
• Experience with but not limited to SCCM, MS Intune, MS Exchange, MS Teams, JAMF, Apple School Manager, Active Directory, Entra AD, OKTA and Google Workspace. Windows Server 2016 and newer.

Please refer to the position description for in-depth details regarding the position duties, criteria, and skill set required.

Application Process

Applicants will be required to submit a current resume and cover letter addressing the essential criteria outlined above. The cover letter should be at most three pages.

Further information about the role and Catholic Education, Archdiocese of Canberra & Goulburn is available on the website.

If you have any questions about the role, contact Amy Tallon, People & Culture Officer, at 0459943831 or email at amy.tallon@cg.catholic.edu.au.

Please note that only people with the right to work in Australia should apply for this position.

Recruitment Agencies – Catholic Education, Archdiocese of Canberra, and Goulburn, endeavour to fill our vacancies through our direct recruitment platforms and channels wherever possible. If we need the assistance of a recruitment agency, we will contact our preferred providers.