Support Specialist, IT

Job Description

• Full Time
• Permanent
• Hybrid Work: Sydney CBD

The role

The IT department supports the College in achieving its strategic and operational goals and is responsible for all College technology development, maintenance and service delivery, including systems architecture/network infrastructure, software development, hardware enhancement and support, voice/data communications, help desk/user support, website stewardship, social media applications, IT projects, data warehousing, technology needs, risk and security frameworks, business continuity, IT contracts and vendors, and IT advice.

The purpose of the IT Support Specialist is to provide customer service to all staff. Their primary purpose is to provide first and second level IT support for all staff enquiries across all IT systems, while also liaising with other IT staff, business staff and external vendors to support all IT systems. They are the first point of contact for all IT related enquiries related to issues and service requests.

• Strong problem solving skills and attention to detail, with the ability to analyse complex technical issues and develop innovative solutions. Managing Incident and Service requests in accordance with RACP ITIL processes.
• First and second level support across infrastructure and applications.
• Providing onsite and remote support to all RACP staff.
• Proficient in IT Service Management (ITSM) and knowledgeable in IT Infrastructure Library (ITIL) practices.
• Procurement of IT hardware.
• Assist with the deployment of all company hardware and software.
• Onboarding and off boarding processes.
• Oversee the creation, review, and updating of knowledge articles in Confluence, ensuring the timely generation of necessary documentation.
• Escalating issues to systems administrators as well as vendors where applicable.
• Support identity and access management requests in accordance with IT security policy, including onboarding, off boarding and change processes.
• Supporting the wider IT team with related projects/ providing input to ongoing projects.
• Work with the Infrastructure and operations team to provide continuous improvement to all IT processes.
• Coordinate with other departments and stakeholders to understand their IT needs and requirements, providing technical advice and support as needed.
• Contribute to the development and maintenance of IT policies, procedures, and documentation to ensure compliance and best practices.
• Stay updated with the latest trends and developments in IT support, participating in training and professional development activities to enhance skills and knowledge.
• This position requires regular and mandatory on-site presence at our Sydney office location. The IT Support Specialist must be available and physically present during designated working hours with work from home flexibility.

Desired Skills and Experience

• Formal IT qualifications, relevant certifications or 3 5 years previous experience in a similar position in a small to medium organisation.
• Knowledge of ITIL processes.
• Experience in hardware deployment through Intune.
• Knowledge of and experience in back up technology including Commvault, Symantec Backup Exec and Veeam Replica & Backup.
• Supporting Unified Communications systems.
• Supporting meeting rooms and AV systems.
• Strong knowledge of information security framework consisting of policies, procedures and standardised operating practices.
• Exposure to networking principles.
• Experience in basic switching and patching, configuration & management.
• Experience in ServiceNow and JIRA.
• Strong analytical and problem solving skills with the ability to prioritise workload and meet deadlines.
• Excellent communication and documentation skills.
• Demonstrated ability to work productively in a team.