IT Support Officer in Sydney

We are looking for an experienced and customer-focused IT Support Officer to join our Technology team. In this role, you will have the opportunity to:

• Provide responsive first-line technology support to staff and students at Australia's national screen and audio school.
• Troubleshoot a broad range of hardware, software, audio-visual, connectivity and user access issues.
• Work collaboratively across the School to deliver a reliable, secure and customer-focused IT support service.

About the Role

The IT Support Officer is the initial point of contact for staff and students requiring technology support. The role provides responsive first-line assistance by receiving, recording and triaging requests, resolving routine technical issues, and escalating complex matters to the appropriate Technology team member. The role supports business and learning services across the School through structured troubleshooting, accurate ticket management, clear communication and timely escalation, contributing to a consistent and effective Service Desk.

Key Accountabilities

• Frontline IT Support: Serve as the first point of contact for users experiencing technical issues, providing immediate assistance via phone, email, chat or in person.
• Request Tracking: Accurately log all user interactions, issues and requests in the IT ticketing system, track progress and elevate when necessary.
• Ticket Triage: Identify issues requiring advanced technical support and elevate them to the appropriate Technology team.
• Troubleshooting: Diagnose and troubleshoot hardware, software, connectivity, peripheral and audio-visual issues.
• Equipment Loans & Issuance: Facilitate the loan or issue of equipment to staff and students in line with organisational policies.
• User Account & Endpoint Setup: Assist with user account access, permissions and endpoint setup in accordance with organisational policies.
• Access Issues: Resolve network access issues, including password resets, account extensions and account lockouts.
• Routine Checks: Perform routine checks and maintenance to ensure computer labs, teaching rooms and meeting rooms are functioning effectively.
• Application Guidance: Provide basic user guidance for business applications such as Microsoft 365, Zoom and Moodle.
• Security Vigilance: Identify and report potential security threats and assist users to maintain secure digital practices.
• Documentation: Maintain accurate knowledge base articles to help staff and students independently resolve issues.
• Other Duties: Undertake other tasks as required to support the organisation, following discussion.

About you – You Have:

• Qualifications: A relevant tertiary qualification or equivalent industry experience.
• Customer Support Experience: Experience providing customer-focused first-line technical support in a service environment.
• Administrative Experience: Demonstrated experience handling a high volume of requests through various channels, including prioritising, escalating and tracking progress.
• Audio/Video Knowledge: Ability to support and troubleshoot specialist audio and video systems, including Adobe Creative Cloud, projectors, displays, audio systems and related peripherals.
• Communication Skills: Strong written, verbal and interpersonal communication skills, with the ability to explain technical information clearly to users from diverse backgrounds and with different levels of technical knowledge.
• Safe Work Environments: Demonstrated experience creating and maintaining culturally and psychologically safe learning and working environments.

Please note that the successful applicant will be required to:

• Hold the unrestricted and indefinite Right to Work in Australia at the time of applying.
• Undertake a NSW Working with Children Check.
• Undertake a National Police Check.

Diversity, Flexibility and Accessibility

As a creative organisation, we understand the importance of offering flexible working to support your own creativity, wellbeing, and balance. We will genuinely consider applications for job share and part time working. We also support working from home and flexible working hours.

AFTRS is committed to building a richly diverse staff and faculty. AFTRS actively supports and appreciates workplace diversity, First Nations values, and we strongly encourage and welcome applicants from Aboriginal and Torres Strait Islander people, people from a wide range of backgrounds, and people with a disability. We are committed to providing reasonable adjustments through our recruitment and selection process. Requests for reasonable adjustments will be treated confidentially and will not disadvantage your application. If you require any support or reasonable adjustments during the recruitment process, please email ****@aftrs.edu.au or call 02 9805 6***. Further information can be found in the AFTRS Candidate Accessibility Pack.