IT Support Officer

Organisation/Entity: Transport For NSW

Job category: Information & Communication Technology

Job location: Macquarie Park, NSW, AU, 2113

Job reference number: 112399

Employment type: Permanent Full-Time

Salary range: $111625.0-$122786.0

You can be part of the team that enables significant service improvements for our people.

You know that not all tech and digital roles are the same. Be part of a team that ensures a safe, efficient, integrated transport system that keeps people and goods moving, connects communities and shapes the future of our cities and regions.

In this role, you'll:

• Provide timely and effective support for IT incidents and service requests, delivering excellent customer service and resolving issues within agreed service levels.

• Troubleshoot and resolve hardware, software, operating system and application issues, working closely with technical teams, stakeholders and vendors as required.

• Manage desktop support activities including device deployments, patch management, relocations and system maintenance, while maintaining accurate ticket records within the ITSM tool.

• Contribute to knowledge management through the development of documentation, knowledge articles, user guides and FAQs, while identifying recurring issues and opportunities for permanent solutions.

• Support overall team success by mentoring junior analysts, managing escalations, maintaining safety compliance and demonstrating strong collaboration and leadership behaviours.

In addition to the above, there will be requirements to work outside of normal working hours (24*7) for on call support.

This position is based at 8 Central Avenue, Eveleigh, supporting the Transport Operations Room, with occasional travel to Macquarie Park when required.

Please click here to review the role description.

About you

You will bring:

• Strong Level 1 IT support expertise across PC/LAN environments, Microsoft Windows, Office 2016+, telephony and conferencing technologies.

• Proven capability in administering user and computer accounts using Microsoft Active Directory and SCCM.

• Hands-on experience delivering desktop support within ITIL-based service management and managed services environments.

• Solid understanding of ITIL Foundation principles, operational support processes, incident management and service delivery best practices.

• Flexibility to support business operations through rostered shifts, on-call support and travel across locations.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Join us

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers.