Desktop Support Officer - Affirmative Measures - Aboriginal and/or Torres Strait Islander and/or Disability

About this role

The Role The Desktop Support Officer role reports to the Senior Desktop Support Officer and the Team Leader Services and Support as part of the Service and Support Team and works in close collaboration with the Network Team and Solutions Capability Team in the Section. The Desktop Support Officer role is a key part of CASA’s ICT environment and is responsible for providing technical expertise to support the configuration of CASA’s standard operating environment, hardware, software and mobile devices to meet CASA’s business requirements. The Desktop Support Officer role is responsible for: • Assisting in the delivery of ICT strategy through the provision of operational support and assistance. • Providing root cause analysis, troubleshooting technical issues and managing workloads within a prioritized environment. • Supporting and leading Projects, business as usual activities and process improvement. • Contribute to the implementation of change and promoting continuous improvement activities within the team/Branch and across the organisation as appropriate. • Modelling and promoting workplace safety, equity and diversity, participative management and environmental management in the workplace and act in accordance with CASA’s Values and Behaviours. • Contribute to the development and maintenance of technical and operational documentation to capture information, reporting, analysis and policies relevant to the ICT environment with little or no revision. • Providing professional and technical advice, information, support, assistance, and feedback to stakeholders relevant to the operating environment. • Contributing to the development and maintenance of technical operational documentation and policies and ensuring compliance with governance and controls relevant to the ICT environment. • Using your extensive experience and knowledge, be the escalation point for all Desktop Support tickets prior to escalation to other Resolver Teams. • Be willing to be part of an on-call roster for 24/7 VIP support. • Be willing and able to travel interstate, to our interstate offices to provide onsite IT support. Ideal Candidate Our ideal candidate must demonstrate the following: • Demonstrated extensive skills and experience with at least 5 years’ current experience, in the provision of ICT service delivery with service desk and desktop support. • Demonstrated knowledge and use of Microsoft AZURE Administration. • Demonstrated ability to work under minimal supervision. • Demonstrated ability to problem solve and work through technical issues. • Demonstrated technical expertise, knowledge and understanding of current and emerging technologies, technology directions in line with CASA’s strategic ICT priorities. • Demonstrated flexibility and the capacity to exercise judgement, intelligence, discretion and independence for performing their CASA work responsibilities. • Demonstrated capacity to liaise with CASA’s internal and external clients and service providers. • Demonstrated ability to build and sustain stakeholder relationships with identified internal and external stakeholders, which are built on credibility and trust. • Demonstrated ability to communicate with influence (both verbally and in writing) with the capacity to communicate technical and non-technical ICT concepts. • Demonstrated evidence that you can propose and facilitate innovative initiatives and contribute to business improvement strategies and change in workplace practices. • Relevant experience, tertiary and/or other formal qualifications would be highly regarded.