The Role

Reporting to our IT Operations Manager, the IT Support Officer role will provide support with a diverse set of day to day tasks including, but not limited to deployment, administration, and maintenance of all computer software, hardware and telecommunications.

The Systems Support Officer is the first point of IT support for all Black Dog Institute employees, contractors, volunteers and students.

Duties & Responsibilities

IT Service Delivery

• First point of IT Support for all Black Dog Institute employees, manage on-site and remote IT support tickets including maintenance of accurate and timely incident logs in the ticketing system and determining priority level.

• Resolve tier 1 and 2 support requests including troubleshooting and management of systems and devices for Windows and Apple computers.

• Delegate or escalate other support requests as necessary.

• Create and maintain system documentation and training materials.

• Deliver training sessions for new and existing staff on digital technology used at Black Dog.

• Coordinate IT requirements for new starters including IT onboarding.

• Coordinate and track IT assets and access when off-boarding staff, students and other IT users.

• Coordinate and track purchase of new hardware, mobile phone plans and land line phone requirements and manage IT asset register.

• Assist in managing the network infrastructure

• Manage AV requirements for meeting rooms.

Administration 

•  Ensure any new equipment is authorised as per policy

•  Review and record incidents and resolutions in the service desk software

•  Assist in annual audits on IT related assets

Team Work 

• Contribute to the effective operation of the team by supporting colleagues through clear and effective communication, sharing of appropriate and relevant information and working cooperatively with others.

• Demonstrate flexibility in the workplace regarding client needs and duties.

• Maintain relationships with colleagues that are fair, respectful and professional.

Skills & Experience Required 

Essential Criteria

1. Minimum 2 years experience in a technical IT support role and/or qualifications in IT support roles within Microsoft Windows and Mac environments.

2. Advanced computer literacy and experience across a range of hardware and software applications.

3. Demonstrated experience providing outstanding customer service by creating and maintaining productive relationships with a variety of internal/external stakeholders.

4. Excellent oral and written communications skills.

5. Ability to work proactively and independently using exceptional problem-solving skills with proven troubleshooting abilities.

6. Effective time management and organisation skills with the ability to meet deadlines and adapt as necessary to changing priorities.

Desirable Criteria

1. ITIL certification.

2. Experience working across a small to medium multi-site organisation with complex technologies.

3. Previous experience of working in a not-for-profit organization.

EEO Statement
Black Dog Institute is committed to achieving a diverse and inclusive workforce that reflects our wider community. We ensure equal employment opportunity for all, regardless of age, appearance, carer status, cultural and/or racial background, disability, gender identity, lived experience, religion or sexual orientation. 

How to Apply
To become a part of the Black Dog Institute team, follow the link to our careers site on ELMO to submit your resume and cover letter. Please note that do we not ask candidates to share their identification until after attending an interview. We are a 2022 Circle Back Initiative Employer and commit to respond to every applicant.