IT Support Officer

About the role

The IT Support Officer is Killara Services onsite IT resource, based at Killara's Penrith offices. The role provides first-line (Level 1) support only - a local point of contact for IT issues and guidance, hands-on device and meeting-room support, and coordination of all support requests.. The role operates within a managed-service model: everything beyond Level 1 — L2/L3 support, infrastructure, identity and access administration, device imaging and SOE build, licensing, security and cloud.

Key responsibilities

• Providing first-line, onsite IT support and guidance to staff
• Setting up, deploying and troubleshooting laptops, monitors and peripherals
• Physically deploying devices built
• Supporting meeting-room and AV equipment (Logitech, Microsoft Teams Rooms)
• Logging, triaging and tracking all requests through the service desk
• Escalating identity, account and access requests for central actioning
• Providing on-site hands for directed tasks - checks, cabling, hardware swaps
• Administering Killara-only SaaS tools
• Coordinating with site managers on IT logistics, mobilisations and equipment
• Documenting SOPs and maintaining the escalation register

About you

• Drive safety as a key component of organisational culture and unwilling to compromise safety
• Excellent understanding of the OHS Act generally and specifically as it relates to the industry
• Actively identifies and implements measures for process improvements
• Undertakes an objective and practical approach to understanding and resolving problems
• Makes effective, sound and timely decisions based on available information and exercises sound judgement as to when to escalate issues
• Listens effectively to others and speaks clearly and confidently
• Operates as an active team member, cooperating with colleagues to achieve common goals
• Manages own time and resources effectively to ensure tasks are completed on time and to quality
• Demonstrates initiative and self-discipline with personal accountability for meeting objectives
• Addresses multiple activities concurrently

About us

Killara Services is an Aboriginal owned and operated commercial cleaning and associated services company. With a commitment to our customers and Aboriginal people we aim to be one of the largest employers of our first nations people in our industry. In addition to providing a professional standard of commercial cleaning, we align ourselves to create solutions for our clients to reach their objectives in supplier diversity and reconciliation initiatives. Our vision is to be one of the largest Aboriginal owned and operated facilities services company in Australia. Our mission is to honour the Bert Groves legacy of advocating for social equality of Aboriginal and Torres Strait Island people. We strive to take this one step further by advocating and supporting the economic advancement of Aboriginal and Torres Strait Islander people, businesses and communities through purposeful engagement, sustainable employment and overall empowerment of the Indigenous Australia.