Technology Support Officer - Deskside Support Services

Deskside Support Services is responsible for managing the delivery of coordinated technical services on location across the state, providing assistance to end-users with hardware and software related issues, including diagnosing and resolving incidents with desktop computers, laptops, printers, peripherals, operating systems, networks and applications. The team also supports the installation, configuration and maintenance of hardware and software components, managing upgrades, setting up user accounts and other technical tasks to ensure that systems continue to meet operational and organisational objectives.

Reporting to the Regional Manager, within the region and/or state deskside support services team, you will contribute to the delivery of high-quality services to support key frontline operational and corporate staff to troubleshoot, diagnosis and resolve IT system issues, including deployment of IT infrastructure, hardware and software. This role has a direct impact on our customers' satisfaction and is a key enabler to ensure technology is available and ready for the use of all our employees to meet operational and organisational requirements.

About Us

The Queensland Fire Department (QFD) provides fire prevention, preparedness and response services to fire in the built and landscape environments, as well as scientific and specialist capabilities to Queensland communities. The QFD provides a multi-hazard emergency response, including road crash rescue, bushfire, hazardous material, technical and vertical rescue, severe weather incidents, remote and swiftwater rescue, and provides a number of functions supporting community safety outcomes.

The department encompasses Queensland Fire and Rescue (QFR), Rural Fire Service Queensland (RFSQ), as well as the broader department which work together to pre-empt, prevent, mitigate and manage the consequences of fires and other emergencies on Queensland communities and support our large volunteer membership across the state.

The QFD is an organisation that is focused on reframing the department's relationship with Aboriginal and Torres Strait Islander peoples, communities, and organisations through the Path to Treaty, Closing the Gap and building our cultural capability.

Purpose of role

Deskside Support Services is responsible for managing the delivery of coordinated technical services on location across the state, providing assistance to end-users with hardware and software related issues, including diagnosing and resolving incidents with desktop computers, laptops, printers, peripherals, operating systems, networks and applications. The team also supports the installation, configuration and maintenance of hardware and software components, managing upgrades, setting up user accounts and other technical tasks to ensure that systems continue to meet operational and organisational objectives.

Reporting to the Regional Manager, within the region and/or state deskside support services team, you will contribute to the delivery of high-quality services to support key frontline operational and corporate staff to troubleshoot, diagnosis and resolve IT system issues, including deployment of IT infrastructure, hardware and software. This role has a direct impact on our customers' satisfaction and is a key enabler to ensure technology is available and ready for the use of all our employees to meet operational and organisational requirements.

Key requirements

Highly desirable requirements

Extensive experience in an enterprise-scale ICT services environment.
Experience using ITIL framework and utilising ServiceNow in a Service Delivery/Service Management context.
Experience with IT Service Management (ITSM) tools to facilitate tasks and workflows for IT Service Delivery.
Awareness and understanding of Agile practices and ways in working.


Minimum C Class driver's licence (non-restricted).

Special requirements

This role may require work to be performed out-of-business hours and in response to crisis management in support of operational employees who play a vital role in providing the 24/7, 365 days a year emergency response and public safety capability the organisation delivers to the Queensland community
Performance of some manual tasks may apply e.g. moving computers and printers in compliance with Workplace Health and Safety policies.
The incumbent may be required to travel and work within their area of responsibility and may also be required to undertake intrastate, interstate deployment or travel as required, with the possibility of overnight stays.


Your key accountabilities

Responsibilities

Your part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to:

Provide Tier 2 technical support, including backups and system administration for a wide range of software and hardware (i.e. desktops, laptops, printers, multi-function devices, mobile devices, servers) and on-site network equipment and technology assets utilised throughout the department.
Provide timely support to clients by conducting thorough investigation and diagnosis of incidents and provide remedial action to ensure customer satisfaction and quality service is provided.
Establish and maintain effective communication networks with internal and external stakeholders to provide state updates and ensure service delivery standards are achieved.
Monitor and action ITSM tool queues as delegated, escalate issues when required, and maintain customer communications regarding the progress of jobs to ensure quality, responsive and appropriate clients services.
Provide technical advice in the management, configuration, installation, monitoring and implementation of ICT environments in one or more technical domains to ensure quality support and effective service delivery.
Use Active Directory tools and monitoring tools to assist in providing access controls and remote monitoring of computers and file services to enable problem resolutions and promptly allocating unresolved calls.
Provide verbal and written advice to managers and customers regarding technology issues and educate the end user with the objective of proposing solutions and reducing recurring calls.
Contribute to the development and implementation of technical specifications, including technology refresh and uplift initiatives for business as usual and project related activities.


Capabilities

Role

To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to what we are looking for in this role:

Leadership Competency Stream - Individual Contributor (leading self)

Vision

Stimulates ideas and innovation
Makes insightful decisions


Results

Builds enduring relationships
Drives accountability and outcomes