IT Customer Support Officer

IT Customer Support Officer

We are seeking a skilled and client-focused IT Customer Support Officer to deliver timely and effective Tier 1 and 2 technical support services across the University. Whether specialising in Desktop or Audio-Visual support, you'll play a key role in diagnosing and resolving IT issues, managing IT assets, and maintaining a strong connection between clients and UQ's Information Technology Services (ITS) team. Your proactive problem-solving, strong communication skills, and commitment to customer service will ensure high levels of user satisfaction across teaching, research, and business environments.

Key responsibilities will include:

• Provide responsive Tier 1 and 2 IT support across desktop or audio-visual platforms, ensuring timely resolution of hardware and software issues.
• Deliver high-quality customer service through clear communication, proactive follow-up, and effective incident management.
• Maintain and support IT assets, teaching spaces, and AV systems using modern deployment tools and service management platforms.
• Contribute to knowledge bases, documentation, and team projects to improve support processes and service delivery.

As part of the UQ community, you will have the opportunity to work alongside the brightest minds, who have joined us from all over the world. Everyone here has a role to play. As a member of our professional staff cohort, you will be actively involved in working towards our vision of a better world. By supporting the academic endeavour across teaching, research, and the student life, you will have the opportunity to contribute to activities that have a lasting impact on our community.

Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available, such as:

• Up to 26 weeks paid parental leave or 14 weeks paid primary caregiver leave
• 17% superannuation contributions
• 17.5% annual leave loading
• Access to flexible working arrangements including hybrid working options, flexible start/finish times, purchased leave, and a condensed fortnight
• Health and wellness discounts – fitness passport access, free yearly flu vaccinations, discounted health insurance, and access to our Employee Assistance Program for staff and their immediate family
• UQ Study for Staff
• On campus childcare options
• Affordable parking (from just $6.40 a day)
• Salary packaging options

A relevant qualification in IT or equivalent combination of education and experience.

• Proven experience supporting Windows, macOS, or AV systems in a client-facing role.
• Strong problem-solving skills and the ability to deliver both remote and on-site support.
• Excellent communication and interpersonal skills, with a customer-first mindset.
• Ability to manage competing priorities and maintain professionalism under pressure.
• Familiarity with IT service management practices, cybersecurity awareness, and asset management tools.

Appointment to this role is subject to the successful completion of relevant pre-employment checks, which may include verification of the right to work in Australia, and criminal history checks. This may also include checks relating to gender-based violence matters or other integrity and conduct requirements.

You must maintain unrestricted work rights in Australia for the duration of this appointment to apply. Employer sponsored work rights are not available for this appointment.