Information Technology Service Desk OfficerDulkeith Technologies is a small but expanding Managed Service Provider (MSP) based in regional Victoria in the rural city of Stawell. We provide a wide range of support and solutions to a large number of organisations predominantly in Health. Clients are mainly in the Grampians and Wimmera Region from Ballarat to the Victorian-SA and NSW border. This position is based in our office at Stawell but may see you out onsite at our customers' sites as your skills progress.Dulkeith Technologies is eager to offer an opportunity that will allow for the development and progression of a proactive member of our organisation. The position will offer the successful applicant many challenges and opportunities for furthering their skills in a broad cross-section of the Information Technology industry. We are focused on working as a team, supporting each other and helping each other grow our skills.Getting along with your fellow colleagues and customers, and having a great friendly working relationship with them while enjoying your work but working hard is key to the culture of Dulkeith Technologies.Qualifications & experienceMinimum of Certificate IV in Information TechnologyAs a level 1, previous experience is desired but not essentialThe desire and ability to work as part of a team and as an individual is required.Be a self-starter, able to identify jobs/tasks and work through the process to service our customers' needs.Demonstrate good time management skills.Great communication skills.Willingness to learn, discuss issues, develop skills, and ask constructive questions.Be able to work at all levels in the IT field and support colleagues to develop each other.You would undertake work best described as being an IT generalist. Long term, having particular knowledge, skills, and experience in specific areas of IT is encouraged.Tasks & responsibilitiesBe front line customer-facing for phone calls and walk-in customersFollow up and maintain tickets in our service desk by regular communication with customers and colleaguesReview all service desk tickets and escalate tickets to other staff where requiredWork with staff and customers to prepare quotes for hardware and softwareMonitor and escalate alerts from our monitoring systemsBasic user and application supportAssist in preparing monthly reporting for our customersProvide great customer serviceSystems and applications used and supportedVivantio - ITIL Service desk, Documentation etc.PDQ software - connect, inventory, and deployScreenConnect - remote support toolVMware VCentre and ESXiDell SANs, Servers, and end-user devicesCisco, Dell, and Fortinet network infrastructureAD, SQL, SharePoint, Exchange, RDS, and CitrixMany more products and systems we supportWhat we offerGreat, friendly, loyal customersA fun atmosphere with a great working environment and supportive teamAn encouraging, supportive, and understanding management teamOnline self-paced training available from our partners and hardware labs to learn onTrainer-led courses where requiredCareer progressionRequirementsCurrent driver's licenseYou will work in our office and onsite at our customers' sites; this is not a remote support position.Working with Children's CheckDue to our customers being in health care/aged care, and as we work onsite at their premises, you will be required to meet their mandatory requirements regarding:Pass a Police/Criminal check and maintain this status throughout your employmentReceive mandated immunizations and provide evidence, which will be supplied to our customers upon request; currently, this is the influenza vaccination.ExperienceHave the desire and drive to develop and build on your skills. This can lead to progression within the team while delivering job satisfaction to yourself and providing better service to our customers.This is available for someone starting on their IT career pathway. If you have held a position in the IT industry or have experience in certain areas of IT, please include this in your cover letter.If you feel you are more experienced than the position advertised but are interested in the opportunity, please include this in your cover letter and let us know about your experience; we may be able to offer a position at a higher level for the right candidate.WageWe will offer a pay rate based on your skillset and what you can contribute to our environment and team.Work 40 hours a week, giving one RDO every 4 weeks.4 weeks annual leave a year.
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