Desktop Support & Facilities Officer

Job Description

About AARNet Australia’s Academic and Research Network (AARNet) was established in 1989 and is widely regarded as the founder of the Internet in Australia and renowned as the architect, builder and operator of world-class network infrastructure for research and education. We are Australia’s National Research and Education Network (NREN). We connect over one million users—researchers, faculty, staff and students—at institutions across Australia, supporting education and research across a diverse range disciplines including high energy physics, climate science, genomics, radio astronomy and the arts. Nationally, AARNet interconnects Australian universities, the CSIRO, and other organisations who have a research and education mission, or with whom the education and research sector interacts. These include hospitals, vocational training providers, schools and museums. Internationally, AARNet interconnects the Australian Research and Education (R & E) community to the world – and continuously develops new capabilities and partnerships to facilitate seamless data access and transfer. We are an organisation of innovators, doers, and courageous thinkers. We are not constrained by traditional products and solutions and we constantly strive to build the solutions that our customers will need tomorrow – today. If you have the imagination, foresight and drive to build the future why not come and join us? The Role AARNet is seeking a highly motivated Desktop Support professional who is keen to build their career in IT across multiple platforms and technologies. The successful candidate will be comfortable conversing with a wide range of people in a fast-paced professional setting, with a one team attitude and displays flexibility, initiative and drive. In addition to Desktop Support duties, this position will play a key role in organising facilities maintenance and repairs for the AARNet offices through a ticketing system. This is a full time, permanent role in Melbourne and will be providing support on-site in our Collingwood office, 5 days per week. Responsibilities Desktop Support Provide desktop support and resolve problems to the customer satisfaction Providing telephone, face-to-face and onsite support to users regarding issues Provide remote troubleshooting support on desktop issues within reasonable time Be an escalation point for physical hardware issues, deliveries and deployments Microsoft Office 365 & Tooling Administration support Setup devices such as laptops, computers, mobiles, servers and peripherals Perform routine maintenance on laptops, computers, mobiles, and peripherals Identify, log and resolve technical problems within our ticket management system Escalate issues to Level 2 / 3 technical support team members and external vendors where necessary Ensure accurate recording, documentation and tracking of Assets, Incidents, Requests, Problems and Changes in the designated ITSM platform Perform routine inspections and maintenance for AV and Zoom room systems Facilities Perform regular inspections of the premises to identify and resolve issues Oversee the maintenance and repair of building systems (HVAC, electrical, plumbing, aquarium etc.) Ensure cleanliness and proper functioning of facilities Coordinate with external contractors for specialized repairs and maintenance services Education & experience Working knowledge of Microsoft Desktop products Proven track record in service desk operations Working knowledge of MacOS and iOS products Experience with Active Directory, Exchange, Remote Desktop Protocol, etc Experience with collaboration platforms utilising Zoom, Slack, Teams Working knowledge of Microsoft SCCM, Microsoft Intune and Jamf for desktop deployment and management Important skills Ability to work autonomously and show initiative Excellent interpersonal and communication (verbal and written) skills Strong process-oriented implementation and completion of projects Innovate and contribute to the Operations Centre team Be proactive in maintenance and development of systems and infrastructure Ability to prioritise workload Attention to detail Conditions of employment AARNet is committed to diversity and providing equal opportunity to all. We’re a great place to work if you want to make a difference. AARNet provides competitive remuneration and a host of other benefits in line with our HR policies which include: 17% superannuation; Options to purchase additional Annual Leave; 2 days paid Women’s Wellness Leave per month; 24 weeks paid Parental Leave – Primary Carer; Welcome back to AARNet superannuation payment – on unpaid Parental Leave for Primary Carer; 4 weeks paid Birth Trauma Leave; 24 weeks paid - Adoption Leave; 16 weeks paid Parental Leave – Secondary Carer; 5 days paid – First Nations Cultural Leave; 2 days paid Family Wedding Leave; 24 weeks paid – Foster Carer Leave; 5 days paid – Fertility Leave; 8 weeks paid – Gender Affirmation Leave; Strong Equal Opportunity focus; Sector leader in Social Responsibility and Ethics; and A culture and company structure that allows your career to grow with access to leading edge technologies #J-18808-Ljbffr