Technology Support Officer - TWPZ

• Located at Dubbo's Iconic Taronga Western Plains Zoo
• Ongoing, full-time position
• TCSA Salaried Employees Award, Clerk Grade 3, annual package starting from $98,832 (includes base salary $87,199 + plus superannuation & leave loading)

Taronga Western Plains Zoo Dubbo is looking for an experienced and motivated Technology Support Officer to join our Corporate Servies team!

Based in Dubbo, this is an all rounder, hands on role responsible for supporting a wide range of technologies through face to face, remote, and helpdesk channels. The role resolves incidents and service requests of moderate complexity across Taronga's IT environment, including desktops, laptops, mobile devices, software, networks, and peripheral systems.

About the Role

The Technology Support Officer provides broad-ranging Tier 1 and Tier 2 technology support, with Taronga Western Plains (Dubbo) as the primary site, and Taronga Conservation Society Australia (Mosman) supported as a secondary/backup location as required.
Contributes as a project resource, providing practical technical input across planning, testing, deployment, and review phases of technology initiatives, particularly those impacting Taronga Western Plains Zoo.
The position supports endpoint patching, manages the end to end asset lifecycle (including procurement and loan devices), provides backup support to AV and Helpdesk functions, and ensures services are delivered in line with organisational policies, service levels, and KPIs.

Key Accountabilities

• Provide face to face and remote IT support primarily at Taronga Western Plains Zoo (Dubbo), with backup support to Taronga Conservation Society Australia (Mosman) as required, ensuring timely resolution of incidents and service requests in line with agreed service levels and KPIs.
• Act as a local, multi skilled technology resource, supporting a broad range of systems and technologies and coordinating with Sydney based teams where escalation is required.
• Utilise appropriate tools and diagnostic methods to troubleshoot and restore users' IT systems, applications, and connectivity to optimum performance, escalating complex issues as required.
• Set up, configure, deploy, and provide ongoing support for desktops, laptops, mobile devices, and peripherals in accordance with the Standard Operating Environment (SOE).
• Build, configure, patch, and deploy endpoints (desktops and laptops), and assist with server patching processes under the direction of senior technology staff.
• Provide support for the analogue and digital radio fleet, including basic configuration, troubleshooting, and coordination with vendors for maintenance and repairs.
• Perform basic network administration tasks, such as patching network ports, assisting with connectivity checks, and supporting site readiness activities, escalating advanced issues to infrastructure specialists.
• Monitor system and device performance to proactively identify and help prevent service disruptions.
• Maintain accurate asset management records, including procurement, allocation, returns, and lifecycle tracking of devices, loan equipment, and accessories.
• Liaise with internal stakeholders and external vendors to coordinate repairs, warranty claims, replacements, and service visits, particularly for Dubbo based assets.
• Contribute to technology projects by providing hands on technical support during planning, testing, deployment, and post implementation activities.
• Provide support and maintenance for EFTPOS and POS systems, including hardware setup, software updates, basic troubleshooting, and vendor coordination.
• Provide backup support for AV services or the central Helpdesk when short staffed or during peak demand periods.
• Develop and maintain user guides, knowledge articles, and technical documentation to support end users and technology colleagues.
• Participate in the on call roster and provide after hours support as required.
• Comply with Taronga's Customer Service Charter and contribute practical suggestions to improve service delivery and user experience.
• Support sustainability practices in the workplace in line with Taronga's environmental objectives.
• Comply with and report Work, Health and Safety matters in accordance with Taronga's WHS Charter.

About You

We are looking for candidates that have:

Key knowledge and experience

• Demonstrated experience providing Level 1 and Level 2 IT support in a helpdesk or customer service environment, with ITIL knowledge highly desirable
• Sound knowledge of Microsoft 365, Windows 11 and common business applications
• Experience using service management tools such as JIRA or similar ticketing systems
• Working knowledge of networking concepts, including WiFi, VPN, network ports and connectivity troubleshooting
• Experience managing user accounts and access using Active Directory and Microsoft Entra ID
• Experience deploying, patching and supporting devices using Microsoft Configuration Manager and Microsoft Intune
• Experience supporting audio visual equipment, meeting room systems, radios, EFTPOS or POS technologies
• Strong troubleshooting skills across hardware, software, mobile devices, peripherals and network connectivity
• Experience managing the IT asset lifecycle and maintaining accurate equipment records
• Ability to work independently, manage competing priorities and communicate technical issues clearly to non-technical users

Essential requirements

• Tertiary qualification in Information Technology or a related discipline, or equivalent relevant industry experience
• Current Class C Driver Licence or equivalent recognised by NSW authorities
• Ability to participate in an on-call roster and provide afterhours support as required.
• Obtain and maintain a current NSW Working with Children Check (Volunteer classification).

Benefits

Our employees enjoy generous employment conditions including some of the following:

• Flexible Hybrid work model - Taronga supports a blend of in-office, remote, and on-the-go workers!
• Complimentary family and friends passes across both Taronga's Sydney & Dubbo Zoo's
• Free onsite car parking, outside of peak periods
• A wide range of discounts on our award winning accommodation across both sites
• Discounted food and beverage purchases across the sites
• Discounted Fitness Passport
• We're a social team - there's always lots going on around the zoo that we get involved with!
• + more!

We Value Diversity

Taronga is an equal opportunity employer, where we recognise the diversity of our workforce and community - be it on the basis of gender, age, culture, religion, language or personal circumstances.

Taronga is also committed to building on the perspectives, experience, knowledge and skills that this diversity brings to our organisation.

About Applying

Please submit your resume and a cover letter of one page. You are also required to complete the two target questions as part of your application.

1. Describe a technical issue you have resolved that required troubleshooting across multiple technologies (for example, desktop, network, mobile device, Microsoft 365, AV, POS or radio systems). What was the issue, how did you investigate it, what actions did you take, and what was the outcome?
2. This role requires working independently at Taronga Western Plains Zoo while managing competing priorities and providing excellent customer service. Describe a time when you had to balance multiple support requests or incidents. How did you prioritise your work, communicate with stakeholders, and ensure a positive outcome for customers?

Applications Close: 11:59pm Thursday 5 November 2026