IT Support Officer

Organisation: Community Enterprise Queensland (CEQ)

Area: Corporate Services

Reports to: IT Helpdesk Team Leader

Approved By: Chief Executive Officer

Summary

The purpose of this position is to provide IT support services for Community Enterprise Queensland across the Torres Strait, Northern Peninsula of Australia, and mainland stores.

Partnering with a cross-cultural, geographically dispersed team from Cairns to Cape York Peninsula, Gulf of Carpentaria, North Queensland and the Torres Strait Islands, the IT Support Officer will work in alignment with the CEQ vision and values and plays an integral role in ensuring the ongoing success and reputation of CEQ as an employer of choice.

Qualifications & Experience

• 3+ years' experience as an IT Support Officer.
• Current Queensland driver's license.
• Tertiary qualifications in IT (highly desirable).
• Relevant industry certifications; MS, ITIL (highly desirable).
• Previous experience working in a large and complex business desirable, but not essential.

Software & Systems Experience

• Intermediate to advanced level of competency using the Microsoft Office Suite (Word, Excel, PowerPoint, Teams)
• Experience in supporting servers, desktops, laptops, tablets, mobile phones, VOiP phones, printers, and other IT hardware.

Team

• Work as part of the IT Team, within the Corporate Services, and provide support to the IT Helpdesk Team Leader as reasonably required
• Ability to work in a cross-cultural team environment and provide peer support to other team members.
• Build and foster collegial relationships across all teams in the business to ensure high team member engagement, productivity and the success of CEQ.

Digital

• Developing competency in the ethical use of AI technologies where appropriate and approved by the IT Helpdesk Team Leader and General Manager - Corporate Services.

Key Duties and responsibilities include but are not limited to

• Respond to and resolve Level 1 support requests via phone, email, and ticketing system.
• Log all incidents and service requests accurately.
• Install, configure, and troubleshoot desktops, laptops, printers, and peripherals.
• Assist with basic software installation and updates
• Troubleshoot basic connectivity issues (Wi-Fi, LAN, VPN).
• Provide guidance and training to users on common IT issues.
• Escalate complex problems to Level 2/3 support or vendors.
• Maintain accurate records of IT equipment and software licenses.
• Update knowledge base articles and user guides.
• Monitor WH&S to ensure employee safety and a safe workplace.
• Other reasonable duties as requested by Senior Leadership in Corporate Services or the CEO.
• Travel when needed to the Torres Straits, Northern Peninsula Area, and other outlets to maintain CEQ's IT systems.
• A willingness to work in a cross-cultural environment.
• Experience in supporting Microsoft desktop and server operating environments and other corporate business applications.
• Excellent verbal and written communication skills providing a strong focus on customer service.
• Ability to work with minimum supervision, exercise efficient time management and demonstrated ability in utilising initiative and problem solving.
• Must be able to work well in a team environment.
• Be willing to work flexible work hours, including afterhours project work.

Annual Performance Partnership

CEQ team members will complete an Annual Performance Partnership (APP), which is a structured performance and professional development discussion which relates to KPI's aligned with the Strategic Priorities of the business and the CEQ values.

The overall result of the APP is also based on how well team members have aligned with the CEQ Values, and achieving their professional goals set for the year.

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