Job Description

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IT Desktop Support Officer- AIE Sydney

Advertiser: Academy of Interactive Entertainment4.3 out of 54.3 overall rating (8 employee reviews) More jobs from this company

Job Information

Job Listing Date
14 Mar 2019
Location
Sydney, CBD, Inner West & Eastern Suburbs
Work Type
Full Time
Classification
Information & Communication Technology, Help Desk & IT Support

IT Desktop Support Officer- AIE Sydney

The Academy of Interactive Entertainment is Australia's most awarded 3D Animation, Game Design and Visual FX educator based in Sydney, Melbourne, Canberra, Adelaide and Online, with a reputation for delivering high quality vocational and higher education.

AIE is looking to employ an IT Desktop Support Officer for our Sydney Campus. As part of our valued team, you will provide desktop support to staff, students and customers seeking assistance with software, hardware and basic network related problems.

Principle Accountabilities:

  • Maintain and support Microsoft Windows infrastructure in an Active Directory and managed network environment
  • Diagnose hardware, software and network related problems and perform detailed analysis
  • Complete Standard Change Requests
  • Provide good customer service and achieve Key Performance Indicators (KPI) within defined Service Level Agreements (SLAs)
  • Create & maintain documentation, knowledge base articles and detailed notes in a ticketing system
  • Follow policy & procedures

Day to day duties will include:

  • Work within a ticketing system with incident, request, change management & purchasing processes
  • Troubleshoot and solve desktop hardware related issues, including replacing hardware components such as motherboards and graphics cards
  • Troubleshoot and identify basic issues within the managed network
  • Monitoring the campuses software with remote tools
  • Troubleshoot Active Directory and Group Policy related end user issues, including resolving profile and password related issues
  • Manage & support classroom and meeting room audio/visual
  • Providing end-user support to faculty, general staff, customers and students by face to face, over the telephone or electronic means
  • Patching physical network connections, diagnosing and identifying physical network related issues 
  • Deploy the Standard Operating Environment (SOE) and troubleshoot client pc deployment related issues
  • Onboard new staff members & customers; setup workstations/PCs, install software, setup printers, assist with desk relocations
  • Perform Standard Change Requests as per existing procedures and work with Level 3 Systems & Network teams for any other change requests
  • Assist with IT setup for marketing events and functions
  • Provide end user training on software and hardware where required
  • Creating & updating documentation, knowledge base articles and keeping detailed work notes in a ticketing system
  • Assist with the Level 3 Systems & Networks team by escalating incidents, change requests and providing detailed troubleshooting notes and working closely with them under supervision

Position Requirements:

  • 1 to 3 years’ experience with:
    • Supporting, troubleshooting and replacing PC and laptop hardware components such as motherboards and graphics cards
    • Supporting & troubleshooting Microsoft Windows 10 in an Active Directory domain environment
    • Network troubleshooting; including basic understanding VLANs & subnetting
  • Incident, Request and Change management processes in a helpdesk role
  • Good time management skills
  • Self-motivated and willing to learn new technologies
  • Ability to work autonomously
  • Awareness of:
    • ITIL & best practices
    • Incident, Service Request and Change management processes
    • Service Desk Agreements

A successful candidate should display good problem solving skills in Windows and managed networking environments with the ability to work both independently and within a team under both remote as well as on-campus direction.

Please note:

  • This is a full-time position with a 5-month probation period.
  • Salary is negotiable depending on experience.
  • Applicants need to be able to apply for, or currently hold, a current National Police Check

 

If you think that you would be great for this job, please apply by submitting a CV and cover letter.

The Academy of Interactive Entertainment is Australia's most awarded 3D Animation, Game Design and Visual FX educator based in Sydney, Melbourne, Canberra, Adelaide and Online, with a reputation for delivering high quality vocational and higher education.

AIE is looking to employ an IT Desktop Support Officer for our Sydney Campus. As part of our valued team, you will provide desktop support to staff, students and customers seeking assistance with software, hardware and basic network related problems.

Principle Accountabilities:

  • Maintain and support Microsoft Windows infrastructure in an Active Directory and managed network environment
  • Diagnose hardware, software and network related problems and perform detailed analysis
  • Complete Standard Change Requests
  • Provide good customer service and achieve Key Performance Indicators (KPI) within defined Service Level Agreements (SLAs)
  • Create & maintain documentation, knowledge base articles and detailed notes in a ticketing system
  • Follow policy & procedures

Day to day duties will include:

  • Work within a ticketing system with incident, request, change management & purchasing processes
  • Troubleshoot and solve desktop hardware related issues, including replacing hardware components such as motherboards and graphics cards
  • Troubleshoot and identify basic issues within the managed network
  • Monitoring the campuses software with remote tools
  • Troubleshoot Active Directory and Group Policy related end user issues, including resolving profile and password related issues
  • Manage & support classroom and meeting room audio/visual
  • Providing end-user support to faculty, general staff, customers and students by face to face, over the telephone or electronic means
  • Patching physical network connections, diagnosing and identifying physical network related issues 
  • Deploy the Standard Operating Environment (SOE) and troubleshoot client pc deployment related issues
  • Onboard new staff members & customers; setup workstations/PCs, install software, setup printers, assist with desk relocations
  • Perform Standard Change Requests as per existing procedures and work with Level 3 Systems & Network teams for any other change requests
  • Assist with IT setup for marketing events and functions
  • Provide end user training on software and hardware where required
  • Creating & updating documentation, knowledge base articles and keeping detailed work notes in a ticketing system
  • Assist with the Level 3 Systems & Networks team by escalating incidents, change requests and providing detailed troubleshooting notes and working closely with them under supervision

Position Requirements:

  • 1 to 3 years’ experience with:
    • Supporting, troubleshooting and replacing PC and laptop hardware components such as motherboards and graphics cards
    • Supporting & troubleshooting Microsoft Windows 10 in an Active Directory domain environment
    • Network troubleshooting; including basic understanding VLANs & subnetting
  • Incident, Request and Change management processes in a helpdesk role
  • Good time management skills
  • Self-motivated and willing to learn new technologies
  • Ability to work autonomously
  • Awareness of:
    • ITIL & best practices
    • Incident, Service Request and Change management processes
    • Service Desk Agreements

A successful candidate should display good problem solving skills in Windows and managed networking environments with the ability to work both independently and within a team under both remote as well as on-campus direction.

Please note:

  • This is a full-time position with a 5-month probation period.
  • Salary is negotiable depending on experience.
  • Applicants need to be able to apply for, or currently hold, a current National Police Check

 

If you think that you would be great for this job, please apply by submitting a CV and cover letter.

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • What's your expected annual base salary?
  • Do you have experience working in a technical support role?
  • Do you have customer service experience?
  • Have you worked in a role where you were responsible for providing level 1 technical support?

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