Information technology officer - deskside support services

Deskside Support Services is responsible for managing the delivery of coordinated technical services on location across the state, providing assistance to end-users with hardware and software related issues, including diagnosing and resolving incidents with desktop computers, laptops, printers, peripherals, operating systems, networks and applications. The team also supports the installation, configuration and maintenance of hardware and software components, managing upgrades, setting up user accounts and other technical tasks to ensure that systems continue to meet operational and organisational objectives. Reporting to the Regional Manager, within the region and/or state deskside support services team, you will oversee Level 2 Field services teams and manage the delivery of high quality services to support key frontline operational and corporate staff in the diagnosis and technical support to resolve IT system issues, including deployment of IT infrastructure, hardware and software. You will manage staff and provide expert assistance and guidance to support strategic ICT initiatives to ensure technology is available and ready for the use of all our employees to meet operational and organisational requirements. About Us The Queensland Fire Department (QFD) provides fire prevention, preparedness and response services to fire in the built and landscape environments, as well as scientific and specialist capabilities to Queensland communities. The QFD provides a multi-hazard emergency response, including road crash rescue, bushfire, hazardous material, technical and vertical rescue severe weather incidents, remote and swiftwater rescue, and provides a number of functions supporting community safety outcomes. The department encompasses Queensland Fire and Rescue (QFR), Rural Fire Service Queensland (RFSQ), as well as the broader department which work together to pre-empt, prevent, mitigate and manage the consequences of fires and other emergencies on Queensland communities and support our large volunteer membership across the state. The QFD is an organisation that is focused on reframing the department's relationship with Aboriginal and Torres Strait Islander peoples, communities, and organisations through the Path to Treaty, Closing the Gap and building our cultural capability. Key Requirements Extensive experience in an enterprise-scale ICT services environment. Experience using ITIL framework and utilising Service Now in a Service Delivery/Service Management context. Experience with IT Service Management (ITSM) tools to facilitate tasks and workflows for IT Service Delivery. Awareness and understanding of Agile practices and ways of working. Minimum C Class driver's licence (non-restricted). Special Requirements This role may require work to be performed out-of-business hours and in response to crisis management in support of operational employees who play a vital role in providing the 24/7, 365 days a year emergency response and public safety capability the organisation delivers to the Queensland community. Performance of some manual tasks may apply e.g. moving computers and printers in compliance with Workplace Health and Safety policies. The incumbent may be required to travel and work within their area of responsibility and may also be required to undertake intrastate, interstate deployment or travel as required, with the possibility of overnight stays. Your Key Accountabilities Responsibilities Your part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to: Providing high-level guidance and advice relating to Tier 2 technology support and service activities, to ensure prompt and effective delivery of services to clients and key stakeholders. Provide high-quality technical support for a wide range of software and hardware (i.e. desktops, laptops, printers, multi-function devices, mobile devices, servers) and on-site network equipment and technology assets utilised throughout the department. Manage and monitor ITSM tool queues and action technical activities as delegated, escalate issues, and maintain customer communications regarding the progress of jobs to ensure quality, responsive and appropriate client services. Contribute to the development of technical specifications project related activities to assist in solutions design and implementation for statewide technology uplift initiatives. Assist in the development of technical documentation for end users and technical support colleagues throughout the state with a focus on proposing solutions and reducing recurring calls. Building and maintain effective working relationships with key internal and external stakeholders to proactively identify IT requirements and develop local strategies to optimise the use of available information technologies. Provide high quality advice and assistance in the delivery of operational support and procurement of ICT equipment to ensure products and services are available to meet operational and organisational requirements. Capabilities Role To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to what we are looking for in this role: Leadership Competency Stream - Individual Contributor (leading self) Vision Stimulates ideas and innovation Makes insightful decisions Results Builds enduring relationships Drives accountability and outcomes Accountability Fosters healthy and inclusive workplaces Pursues continuous growth Once you join us we will want you to exemplify the QFD shared values of: Respect Integrity Trust Courage Loyalty Occupational group IT & Telecommunications#J-18808-Ljbffr