IMPACT Community Services Limited (IMPACT) is a community owned organisation supporting the most vulnerable and marginalised members of our community. Since 1978, we have been supporting local people experiencing disadvantage, poverty and exclusion. Our vision is to work with individuals to enable them to realise and reach their full potential.

About the role

We are looking to employ an experienced ICT Technical Support Officer to provide Tier 1 support to users that provides information, assistance and support to solve reported issues, install software and tools, manage general administrative issues and prepare summary reports.

This role will also assist the ICT Business Manager to troubleshoot and resolve issues of moderate complexity across the organisations’ ICT.

In supporting your colleagues will embrace a high-quality customer service mantra and collaborate with a diverse range of people across the organisation and externally in the Not-for-Profit arena.

 What's in it for you?

  • A fortnightly Rostered Day Off (RDO)
  • Salary packaging up to $18,550 per year
  • Birthday bonus day off 
  • Paid 2 hours per month to donate to a worthy cause of your choice
  • Opportunities for advancement with our 'grow your own' approach 
  • Professional development by participating in internal and external training 

You will do this by:

  • Utilising a Customer service mantra, provide Tier 1 frontline support by effectively solving technical and application problems, either over the phone, remote access or in person.
  • Escalate issues, keep informed, advise and receive instructions
  • Use and apply technical knowledge to diagnose faults to computer hardware or software including mobility support
  • Install, maintain and configure computer hardware operating systems and applications
  • Contribute to the development of reference materials to assist the ICT support community through maintenance of documentation on system configurations and technical processes
  • Ensure required controls are adhered to without compromising responsiveness and availability
  • Encourage customers and internal stakeholders to follow procedures and processes when logging incidents and requesting changes 
  • Assist with the monitoring of the performance of systems to limit or prevent loss of service
  • Be willing to seek out input from others and share own ideas to achieve best outcomes
  • Provide assistance with the identification of potential issues and to collaboratively propose solutions
  • Support the implementation and development of business process improvements within the organisation
  • Develop and maintain knowledge and technical capability across diverse and dynamic hardware, technologies, platforms and applications
  • Take reasonable care for personal health and safety in the workplace and that of others
  • Other duties as required, taking into consideration the experience and qualifications of the staff member and the level of the position, and including assisting with activities which are beneficial to the wider organization. Where Higher Duties apply the relevant Award will be followed.

What you need to be successful in this role:

Essential -

  • Proven past experience in information technology applications
  • Highly developed computer skills with proficient use in Microsoft Office applications
  • Demonstrated problem solving skills
  • The ability to prioritise, be attentive to details, maintain confidentiality, and provide exceptional service
  • Excellent listening, written and verbal communication skills with the ability to relate to staff across the organisation
  • Willingness to share knowledge and to value and display respect for others actions and opinions
  • Queensland Driver’s Licence / C Class 
  • Possession of, or willingness to obtain, NDIS Worker Screening Clearance Card, Working with Children (Blue Card), National Police Check (AFP)

Desirable -

  • Qualification in Information Technology
  • Experience with Networking technologies
  • Experience in providing a Service Desk type service

If you are ready for a change and think that you would like to work with a strong team who are passionate about what they do and have fun along the way, then this could be the opportunity for you!

How to apply

Submit your application today and provide a:

  • Cover letter addressing the essential Core Competencies in the Position Description
  • Resume showing us why you are a great match for this role 

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IMPACT supports the principles and practice of workplace equity and diversity. Selection for all vacancies is made on the basis of merit. We believe that diversity in our community makes us stronger and we provide equal opportunity to all.