Support Specialist, IT

Job Description

About the RACP The Royal Australasian College of Physicians (RACP) connects, represents, and trains physicians and trainee physicians across Australia and Aotearoa New Zealand. The RACP provides services to support the delivery of training, continuing professional development, and health policy and advocacy to medical health professionals. Our Values Accountable | Collaborate | Indigenise and Decolonise | Lead the way | Respect Why Join Us? As part of our team, you will be offered a competitive remuneration salary and access to some amazing benefits including a flexible hybrid work model, additional paid leave between Christmas and New Year, paid parental leave, free annual flu vaccinations, professional development opportunities, access to our Employee Assistance Program, special corporate discounts and more! To view all our benefits, visit 3-2-1 Hybrid Working Model 3 days from anywhere in Australia or Aotearoa New Zealand per week, 2 days from an RACP office location per week, 1 of the two days per week in office spent with your team. Job Description Full TimePermanentSydney CBD The role The IT department supports the College in achieving its strategic and operational goals and is responsible for all College technology development, maintenance and service delivery, including: systems architecture/network infrastructure, software development, hardware enhancement and support, voice/data communications, help desk/user support, website stewardship, social media applications, IT projects, data warehousing, technology needs, risk and security frameworks, business continuity, IT contracts and vendors, and IT advice. The purpose of the IT Support Specialist to provide customer service to all staff. Their primary purpose is to provide first and second level IT support for all staff enquiries across all IT systems, while also liaising with other IT staff, business staff and external vendors to support all IT systems. They are the first point of contact for all IT related enquiries related to issues and service requests.Key Responsibilities Strong problem-solving skills and attention to detail, with the ability to analyse complex technical issues and develop innovative solutions. Managing Incident and Service requests in accordance with RACP ITIL processes First and second level support across infrastructure and applications Providing onsite and remote support to all RACP staff Proficient in IT Service Management (ITSM) and knowledgeable in IT Infrastructure Library (ITIL) practices. Procurement of IT hardware Assist with the deployment of all company hardware and software Onboarding and off boarding processes Oversee the creation, review, and updating of knowledge articles in Confluence, ensuring thetimely generation of necessary documentation. Escalating issues to systems administrators as well as vendors where applicable Support identity and access management requests in accordance with IT security policy, including onboarding, offboarding and change processes Supporting the wider IT team with related projects/ providing input to ongoing projects Work with the Infrastructure and operations team to provide continuous improvement to all IT processes. Coordinate with other departments and stakeholders to understand their IT needs and requirements, providing technical advice and support as needed. Contribute to the development and maintenance of IT policies, procedures, and documentation to ensure compliance and best practices. This position requires regular and mandatory on-site presence at our office location. The IT Support Specialist must be available and physically present during designated working hours with work-from-home flexibility. Desired Skills and Experience The Successful Candidate will have... Formal IT qualifications, relevant certifications or 3 - 5 years previous experience in a similar position in a small to medium organisation. Knowledge of ITIL processes Experience in hardware deployment through Intune Knowledge of and experience in back-up technology including Commvault, Symantec Backup Exec and Veeam Replica & Backup Supporting Unified Communications systems Supporting meeting rooms and AV systems Strong knowledge of information security framework consisting of policies, procedures and standardised operating practices Exposure to networking principles Experience in basic switching and patching, configuration & management Experience in ServiceNow and JIRA Strong analytical and problem-solving skills with the ability to prioritise workload and meet deadlines Excellent communication and documentation skills Demonstrated ability to work productively in a team Click apply to submit your application.Please note, we will be shortlisting candidates as applications are received, the ad may close earlier than the stipulated date, should the successful candidate be appointed. #J-18808-Ljbffr