Senior Officer, IT Support

IT Support Superstar

We're looking for an IT Support superstar to provide an advanced level of ICT technical and troubleshooting support for clients across The Institute for Molecular Bioscience (IMB), The Queensland Brain Institute (QBI) and The Australian Institute of Bioengineering and Nanotechnology (AIBN) via telephone, remote desktop access and face-to-face communication.

Key responsibilities will include:

• Provide onsite assistance to diagnose and resolve hardware and software faults on assigned devices (including AV equipment), liaising with vendor support where applicable, to ensure that jobs are responded to, resolved and/or escalated promptly.
• Provide leadership and advice on the technical aspects of information technology to clients.
• Administer desktop management systems.
• Install, configure and maintain server operating systems.
• Develop and maintain documentation of customer infrastructures, organizational operational guidelines and procedural documents.
• Use customer service practices including courtesy, helpfulness and follow-through in all aspects of service requests, incident and problem management, ensuring a high level of customer satisfaction.
• Participate in team meetings and team building exercises.
• Utilize service management software to actively monitor tickets and maintain accurate and timely information about the status of jobs.
• Manage hardware life cycle (from purchase, deployment, re-deployment, and to decommissioning) for client and lab laptops, desktops and peripherals.
• Maintain records in the IT Asset Management System (ITAM), participate in the annual stocktake task and dispose of IT equipment according to UQ policy.
• Participate in the development and support of bespoke solutions, services and/or infrastructure to support research/lab requirements.
• Coordinate the maintenance of computers used in laboratories with associated equipment.
• Be responsive to research requirements, which may include the processing of staff and student applications for access to research resources or the provision of training to staff and students in emerging research technologies and applications.
• Contribute to the ongoing analysis of, and/or any adjustments to the IT services offered within the organizational unit.
• Any other duties as reasonably directed by your supervisor.

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 endeavor 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 $6.15 a day)
• Salary packaging options

Qualifications and training equivalent to an undergraduate degree in IT or related field, and subsequent relevant experience; or an equivalent combination of relevant experience and/or education/training such as position relevant industry certifications.

• Experience in providing high level support with Windows and Mac, including: knowledge of Microsoft Windows infrastructure including Active Directory, Group Policy Objects, and SCCM; and knowledge of macOS infrastructure including JAMF and MDM.
• Experience in providing support in mobile and audio visual technologies.
• An understanding of IT/data security issues and solutions and a breadth of general computing and network knowledge and experience
• Demonstrated effective interpersonal, oral and written communication skills particularly in documenting processes and work instructions, and interpreting client requirements.
• Demonstrated strong problem-solving skills as well as demonstrated skills and experience in remote assistance and on-site support.
• Self-motivated and able to work effectively, either alone or in a team environment.
• Demonstrated ability to work under pressure, prioritize tasks, meet deadlines with a high level of accuracy and attention to detail
• Experience supporting Linux and/or windows server environments is desirable, as is experience with virtualisation systems such as VMware vCenter and/or Horizon, experience with supporting Research based computing environments, and programming or scripting skills (ie. PHP, Drupal, shell, python) and/or database management.

The successful candidate may be required to complete a number of pre-employment checks, including: right to work in Australia, criminal check, education check etc.

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.

For more information about this opportunity, please contact Manager, IT Customer Support, Alan Hockings a.hockings@uq.edu.au

For application inquiries, please reach out to the Talent Acquisition team at talent@uq.edu.au, stating the job reference number (below) in the subject line.

We welcome applications from all individuals and are committed to an inclusive and accessible recruitment process. To be considered, please ensure you upload:

• Resume
• A cover letter summarizing how your background aligns with the 'About You' section

Our strength as an institution lies in our diverse colleagues. We're dedicated to equity, diversity, and inclusion, fostering an environment that mirrors our wider community. We're committed to attracting, retaining, and promoting diverse talent. If you require an alternative method to submit your application due to accessibility needs or personal circumstances, please contact talent@uq.edu.au.

UQ is committed to a fair, equitable and inclusive selection process, which recognizes that some applicants may face additional barriers and challenges which have impacted and/or continue to impact their career trajectory. Candidates who don't meet all criteria are encouraged to apply and demonstrate their potential. The selection panel considers both potential and performance relative to opportunities when assessing suitability for the role.

Applications close Sunday, 7 September 2025 at 11.00pm AEST (R-55129). Please note applications will be reviewed as received. Candidates may be contacted prior to the job closing date. We encourage candidates to apply as soon as possible. The University of Queensland reserves the right to close this application process early.