Desktop Support Officer

About AARNet

Australia's Academic and Research Network (AARNet), founded in 1989, has played a pivotal role in shaping Australia's digital landscape as the pioneers of the country's Internet. Our mission extends beyond mere connectivity; we are the architects, builders, and operators of a world-class network infrastructure that fuels critical research and learning. At AARNet, innovation thrives within a vibrant community.

The Role: Desktop Support Officer

AARNet is seeking a motivated Desktop Support Officer who is keen to build their career in IT across multiple platforms and technologies. The successful candidate will be comfortable with a wide range of people in a fast-paced professional setting, with a one-team attitude and a flexible, proactive approach.

This is a full-time permanent role in Brisbane, providing support across our Brisbane, Sydney and Melbourne offices.

Key Responsibilities:

• Provide Level 1 & 2 desktop support and resolve problems to the customer satisfaction.
• Providing telephone, face-to-face and remote support to users regarding issues.
• Be an escalation point for physical hardware issues, deliveries and deployments
• Provide Microsoft 365 & Tooling Administration support.
• Setup devices such as laptops, computers, mobiles, servers and peripherals.
• Perform routine maintenance on laptops, computers, mobiles, and peripherals.
• Identify, log and resolve technical problems within our ticket management system.
• Escalate complex issues to engineer teams or external vendors where required, whilst maintaining ownership and clear communication with users
• Ensure accurate recording, documentation and tracking of Assets, Incidents, Requests, Problems and Changes in the designated ITSM platform.

Skills, experience & qualifications

• Working knowledge of Microsoft Desktop products.
• Working knowledge of MacOS and iOS products.
• Experience with Entra ID, Active Directory, Exchange, Remote Desktop Protocol.
• Experience with collaboration platforms utilising Zoom, Slack, Teams.
• Working knowledge of Microsoft SCCM, Microsoft Intune and Jamf for desktop deployment and management.
• Be proactive in maintenance and development of systems.
• Ability to prioritise workload.
• Attention to detail.

Why Work at AARNet?

At AARNet, we're passionate about advancing global education and critical research. Our Australiawide network, with global reach, supports some of the most demanding networkbased applications. If you're looking for a purpose-driven workplace where you can make a difference, consider joining our team.

Make an impact: By working with us, you'll directly contribute to critical research in fields like astronomy, physics, earth observation, environment, health, and medicine. Our mission matters, and we're committed to providing equal opportunities for all.

Competitive Benefits and Conditions:

• Superannuation: Enjoy a 17% superannuation contribution.
• Parental/Adoption Leave: We offer 24 weeks of paid parental leave and superannuation top up.
• Secondary Carer Leave: 16 weeks of paid parental leave for secondary caregivers.
• Wellness Leave: 2 days per month paid Women's wellness leave.
• Family & Domestic Violence Leave: 20 days of paid leave.
• Other Supportive Leaves: Paid leave for various life events such as weddings, deaths, trauma, and disasters.
• Purchased Leave: Options to purchase additional Annual Leave.
• Flexible Work Options: We support work-life balance.
• Equal Opportunity Focus: We value diversity and inclusion.
• Social Responsibility and Ethics: We lead by example.
• Cutting-Edge Technologies: Access to work with the latest industry technology.