• Information Technology Services – Customer Support Services  

• Full-time, permanent position and one fixed-term position available

• Base salary will be in the range $78,944 - $87,750 + 17% Superannuation (HEW Level 5) 

• Based at our vibrant St Lucia campus  

About This Opportunity  

As an IT Customer Support Officer, you will be required to provide timely and effective technical and troubleshooting support for Tier 1 and 2 IT service functions for clients across the University. The position will frequently be a major link between ITS and the client and must therefore provide good communication to ensure customer satisfaction. The position reports to the Team Leader, IT Service Delivery, and is not required to supervise any other staff. 

Key responsibilities will include: 

• Cyber Security and Technical Support: Promote compliance with UQ’s Cyber Security Policy and provide remote and on-site support for hardware, software, and AV equipment, ensuring timely resolution or escalation of issues. 

• Systems and Tools Management: Work with technologies like Microsoft SCCM, Apple JAMF, Cisco SDA networks, AD, Exchange, and IT Asset Management tools while maintaining accurate records and documentation. 

• Customer Service and Training: Deliver excellent service, process IT resource requests, and where appropriate, provide training to staff and students on emerging software and hardware technologies. 

• Project and Team Collaboration: Participate in team activities, projects, and the maintenance of IT assets, contributing to teaching, research, and business needs. 

About UQ 

As part of the UQ community, you will have the opportunity to work alongside the brightest minds, who have joined us from all over the world.  

Everyone here has a role to play. As a member of our professional staff cohort, you will be actively involved in working towards our vision of a better world. By supporting the academic endeavour across teaching, research, and the student life, you will have the opportunity to contribute to activities that have a lasting impact on our community. 

Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available, such as: 

• 26 weeks paid parental leave or 14 weeks paid primary caregiver leave 

• 17% superannuation contributions 

• 17.5% annual leave loading 

• Access to flexible working arrangements including hybrid working options, flexible start/finish times, purchased leave, and a condensed fortnight 

• Health and wellness discounts – fitness passport access, free yearly flu vaccinations, discounted health insurance, and access to our Employee Assistance Program for staff and their immediate family 

• UQ Study for Staff 

• On campus childcare options 

• Affordable parking (from just $5.75 a day) 

• Salary packaging options 

About You  

• Qualifications and Experience: Undergraduate degree in IT or related field, or equivalent combination of education, training, and relevant experience. 

• Technical Knowledge: Proficiency in PC/Mac operating systems (Windows, Linux, Mac OS) in networked environments, with experience supporting mobile technologies and familiarity with audiovisual or server operating systems (desirable). 

• Support and Problem-Solving Skills: Proven ability to provide effective remote and on-site support, resolve technical issues, and document processes clearly. 

• Communication and Service Orientation: Strong interpersonal, written, and oral communication skills, with experience in service roles within IT environments and interpreting client needs. 

• Teamwork and Independence: Self-motivated, capable of working independently or collaboratively, and experienced in participating in project teams. 

• Emerging Technologies and Frameworks: Awareness of emerging technologies and familiarity with service management frameworks. 

The successful candidate may be required to complete a number of pre-employment checks, including right to work in Australia, criminal check etc.  

You must maintain unrestricted work rights in Australia for the duration of this appointment to apply. Employer sponsored work rights are not available for this appointment.  

Questions?  

For more information about this opportunity, please contact Mr Suman Saha, Manager, IT Service Delivery via [email protected]. For application queries, please contact [email protected] stating the job reference number (below) in the subject line.  
 

Want to Apply?  

All applicants must upload the following documents in order for your application to be considered: 

• Cover letter summarising how your background aligns to the ‘About You’ section. Please address if you're interested in a continuing or fixed-term position.

• Resume  

Other Information  

UQ is committed to a fair, equitable and inclusive selection process, which recognises that some applicants may face additional barriers and challenges which have impacted and/or continue to impact their career trajectory. Candidates who don’t meet all criteria are encouraged to apply and demonstrate their potential. The selection panel considers both potential and performance relative to opportunities when assessing suitability for the role.  

We know one of our strengths as an institution lies in our diverse colleagues. We're dedicated to equity, diversity, and inclusion, fostering an environment that mirrors our wider community. We're committed to attracting, retaining, and promoting diverse talent. Reach out to [email protected] for accessibility support or adjustments. 

Applications close Friday 31 January 2025 at 11.00pm AEST (R-45032). Please note that interviews have been tentatively scheduled for early February 2025.