IT Service Desk Officer
Summary
First-level IT Service Desk support at a medical research institute in Camperdown, Sydney. Day to day: triaging and resolving staff support tickets, troubleshooting Mac/Windows hardware, software and network issues, onboarding new starters, and maintaining IT security, escalating complex issues to senior IT staff.
Salary: $65000 - $75000 plus salary packaging options
PLEASE NOTE: Applications will not be reviewed until October 19th.
Who We Are
The Centenary Institute is a world-leading independent medical research institute. Our researchers are dedicated to uncovering the causes of complex diseases and developing new approaches to detect, prevent and treat them, with research spanning cancer, cardiovascular disease, rare diseases, infectious diseases, and biomedical AI. Affiliated with the Royal Prince Alfred Hospital, the University of Sydney, and the University of Technology Sydney, we are located in the heart of Sydney’s Tech Central Precinct and accommodate over 200 investigators, students, and scientific support staff at our Camperdown facility.
The Role
We are seeking a reliable and proactive Service Desk Officer to join our IT team. Your primary goal will be to enable our world-class researchers to work effectively by providing seamless IT support and ensuring our technological landscape is well-maintained.
This role is critical in helping our staff navigate our internal systems, from initial setup through to day-to-day troubleshooting. Working under the direction of the Research and Information Technologies Manager, and alongside more senior members of the team, you will help staff the IT Service Desk, assist with account configurations, support compliance with our Information Technology policies, and escalate complex or recurring issues to senior IT staff.
Note for Students: We are committed to fostering personal growth and inclusion. We will consider a job-share arrangement for this position, making it an ideal opportunity for students looking to gain professional experience while completing their studies.
Further Note: Centenary is unable to sponsor a visa for this role. You must have working rights in Australia to be considered.
Key Responsibilities
- Provide first-level technical support to all Centenary staff, students, and visitors.
- Rapidly learn and adapt to the organisational IT landscape to support specialised research needs.
- Troubleshoot and resolve hardware, software, and network issues with a focus on minimal disruption to research activities.
- Assist with the setup and induction of new starters, including work email and system login details.
- Monitor and maintain IT security and usage in compliance with Centenary policies.
- Triage, log, and resolve or escalate support tickets within agreed service-level targets.
- Support end-user devices, including Mac and Windows computers, mobile devices, AV equipment, printers, and photocopiers.
To be successful in this role, you will demonstrate:
- Reliability: A consistent and dependable approach to managing support requests and deadlines.
- Problem-Solving: The ability to analyse issues logically and find effective solutions in a fast-paced environment.
- Learning Agility: A strong desire to understand the unique IT requirements of a medical research institute.
- Communication: Excellent interpersonal skills to assist a diverse workforce with varying levels of technical proficiency.
- Technical Skills:
- Experience installing, configuring, maintaining, and troubleshooting Apple Mac and Windows hardware and software.
- An understanding of the principles of maintaining a secure IT environment.
- Practical experience in debugging network connectivity problems.
- An understanding of contemporary IT issues, concepts, and solutions.
- Impactful Work: Support research that finds cures for chronic diseases.
- Prime Location: Located in the heart of Sydney’s Tech Central Precinct, next to the University of Sydney and within walking distance of cafes, shops, and parks
- Benefits: Access to salary packaging options to increase your take-home pay.
- Inclusive Culture: A supportive environment that values diversity and professional development.
Applications must include:
- A covering letter specifically addressing how you meet the core criteria of reliability and problem-solving, and demonstrating how you cover the other selection criteria.
- A current curriculum vitae (CV)
For more information about the role, please contact the People and Culture team at hr@centenary.org.au.
PLEASE NOTE: Applications will not be reviewed until October 19th.
Centenary Institute is an Equal Employment Opportunity employer. We value diversity and encourage applications from all backgrounds.