ASO4 TECHNICAL SUPPORT OFFICER

at  SA Government DEPARTMENT OF STATE DEVELOPMENT

ABOUT US:

The Department of State Development is working to shape South Australia’s future by driving economic growth.
Our role is to ensure that South Australia capitalises on the opportunities before us, to ensure that we are well-positioned to take advantage of the state’s significant economic opportunities.
Working at DSD will provide you with an exciting opportunity to contribute to the delivery of some of the government’s major economic initiatives, and importantly, make a lasting positive difference and contribute to the prosperity of our state.
As a newly created agency, we are recruiting across several different roles to help drive our state forward, and we want you to join us on this journey.
We take pride in being an employer of choice and providing a work environment that is vibrant and rewarding for people of all levels.
Help us shape our state’s economic future and position South Australia on the national and global stage.
For more information about our agency, please visit: Department of State Development | statedevelopment.sa.gov.au

QUALIFICATIONS:

• Essential:Nil
• Desirable:Formal qualification in IT or related field.

ABOUT THE ROLE:

Technology and Asset Services delivers technology solutions that drive performance and efficiency and enable the Department to achieve its objectives and ensures that facilities and physical spaces are safe and functional.
As the Technical Support Officer, you will be the first point of contact for employee IT requests, including Service Desk, Service Request Management, and Incident Management.
You will manage service requests and incidents logged via the ITSM portal and resolve or escalate them as appropriate.
You will also support the deployment, use and maintenance of computer equipment, software, peripherals, networked office equipment, desktop and room-based audio-visual and communication equipment, telephony equipment and services, and network connectivity.

More specifically, you will:

• Install, maintain, and decommission end-user hardware and software, liaising with suppliers and technology partners as needed.
• Activate, transfer, and deactivate staff network accounts and access to related services such as email, business applications, and security groups
• Acquire, track, replace, dispose of, and manage the stock of hardware and software assets, and provide advice and reports to management on demand and supply statistics.
• Maintain service requests and incident logs, prepare activity and performance reports, and advise on the implementation and adaptation of IT Service Management standards, practices, and
• Liaise with customers, team members and service providers to fulfil service requests and resolve issues.
• Deliver a productive customer experience with technology by advising and supporting staff and maintaining a strong engagement and service excellence ethos in all activities and interactions.

To apply and succeed in the role, you will demonstrate experience in:

• modern Service Desk and Desktop Support procedures, practices, techniques, and processes associated with providing support to customers in an IT environment in alignment with ITIL and SA Government policies, processes, and procedures.
• Working with the Microsoft Windows / MS Office environment and Network Operating Systems and installing and configuring software and hardware
• Experience in providing effective customer support in an ICT environment, including responding appropriately to user issues and requests