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seek jobs au IT Support Officer 2024

Randwick, Sydney NSW
February 17, 2024
Application deadline closed.
Deadline date:
Application deadline closed.
$65000 - $75000 / year

Job Description

seek jobs au IT Support Officer 2024

Job Description seek jobs au IT Support Officer 2024

seek jobs au IT Support Officer Located on Gadigal and Bidjigal land (Randwick NSW), Black Dog Institute is the only Medical Research Institute in Australia to investigate mental health across the full lifespan, our aim is to create a mentally healthier world for everyone. For over 20 years, we have been at the forefront of mental health research and have maintained a reputation as the face of mental health research and treatment in Australia.

Through our unique ‘translational’ research approach, we turn our world-class research into treatments, prevention strategies, clinical services, educational programs, and e-health products. These allow us to continue our work in leading Australia’s population health response, and champion the ongoing conversation of mental health in our society.

Our work is used to distributed through the public and is used to drive evidence informed change across the mental health sector, setting the foundation for a brighter and healthier future for all.


  • Hybrid work, 3 days per week in office (consistent with team collaboration days and organisational requirements)
  • 35 hour work week, flexible hours agreements & 9-day fortnights
  • Salary Packaging: $15,900.00 of your base salary tax free & up to $2650.00 meal & entertainment
  • Family first, people first culture, we put our research into action at work to make sure we maintain mental health and wellbeing at work
  • Pet friendly workplace

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

1. 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.

2. 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

3. 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.

EOO Statement

Black Dog Institute is committed to achieving a diverse workforce that reflects our wider community. We ensure equal opportunity for all, regardless of age, culture, appearance, sexual orientation, lived experience, gender identity, disability and/or family status.

How to Apply

To become a part of the Black Dog Institute team, follow the link to apply and submit your most up to date resume. If you are shortlisted for the role, we will call you and let you know you are successful. Please do not respond to any suspicious emails requesting you to upload your ID or personal details.

We are a 2022 Circle Back Initiative Employer and commit to respond to every applicant.

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