About the role

We are looking for a dynamic and motivated IT & Communication Systems Support Officer to join our Information Services (ICT service desk) team on a fixed term full-time basis until June 2027.

You will act as an internal technical point in the day-to-day provisioning of excellent and professional computing support, i.e., telephony support, hardware management, help desk services, installation, and maintenance of software in partnership with our customers, vendors, suppliers, contractors, and consultants achieving consistently high customer satisfaction.

Reporting to the Senior IT & Communication Systems Support Officer, you'll work closely with the team to analyse, evaluate, and solve computing problems in a timely and logical manner whilst establishing effective working relationship with a wide range of customers.

Your ability to work as a supportive team member, bringing energy and enthusiasm to the role, will inspire those around you and contribute to the collective success of the team.

Key Accountabilities include, but are not limited to:

• Maintain the Asset Hardware Register and the Service Desk Management System, ensuring documentation and procedures are always up to date.
• Ensure support requests are managed in accordance with agreed SLAs whilst participating and managing corporate rollout of ICT initiatives in conjunction with the ICT Coordinator and IS Manager.
• Utilise tools such as SCCM and Microsoft Intune to develop and maintain end-user systems to ensure patching and software compliance conforming to the agreed SOE.
• Contribute to the ongoing development and implementation of service desk support documentation including online knowledge base, processes, and procedures to facilitate the timely delivery of quality, customer-focused services to the City.
• Identify and address root cause issues that may affect the IT environment, driving continuous improvement through the reporting, problem, and knowledge cycle.
• Comply with relevant policies and the City’s Code of Conduct.

About you

The successful candidate will have the following:

• Tertiary qualification in technology or similar
• Current "C" Class driver's licence
• Proven experience working in an IT Team / Service Desk / Desktop Support type capacity.
• High-level organisational and communication skills – written and verbal.
• Knowledge and experience using and supporting Office 365, Active Directory, SCCM, Intune MDM, WSUS and Microsoft Exchange
• Knowledge and experience with managing and supplying client hardware; including but not limited to HP notebooks, docking stations, Apple iPhones, iPads.
• A satisfactory National Police Certificate is required.

For more information about the role please refer to the position description.

About working with us

The salary for this position will be from $81,628.92 to $ 96,391.46 per annum, depending on the skills and experience of the successful applicant.

You will also enjoy benefits including

• Flexibility to balance work and life through supported work from home and a 19-day month
• Excellent leave entitlements e.g. purchase additional leave, Local Government public holiday
• Generous Superannuation contributions up to a total combined 16.5%
• Comprehensive employee wellness program
• Generous study assistance (terms and conditions apply)
• Free parking options available
• Travelsmart allowance to support public transport use or cycling to work

About the City

The City of Swan, located north east of Perth, is the largest local government by land size in the Perth metropolitan area, and has one of the fastest growing populations.

The City covers an area of 1,042 square kilometres, equivalent to almost 20 per cent of the Perth metropolitan area. A beautifully diverse expanse of land, the City is rich in natural assets, including the iconic Swan River and internationally renowned Swan Valley viticulture region established in 1829.

Our location, services and facilities make the City an attractive place to live. The population across our 42 suburbs stands at 168,334 in 2023, but is set to reach 300,000 by 2050.

The Whadjuk people of the Noongar Nation have been the traditional custodians of the land for more than 40,000 years. The Derbal Yerrigan (Swan River) holds enormous cultural significance for the Noongar people. The City is also rich in European history, and our community is a melting pot of multiculturalism, with one in three people being born overseas and one in five speaking a language other than English at home. Our ideal location, significant history, diverse community and strong economy ensures a positive future for the City of Swan, full of opportunity.

Our purpose at the City is to improve the quality of life for all of the people who live in, work in and visit the City of Swan by delivering our vision of ‘one city, diverse people, culture and places’ through shared values of respect, excellence, accountability and leadership.

At the City of Swan we are committed to recruiting and retaining the right people and creating a great place to work. We offer our employees real careers, real impact, and real rewards.

We welcome people with diverse skills, experiences, perspectives and backgrounds and encourage applications from Aboriginal or Torres Strait Islander peoples, and individuals who may identify as LGBTIQ+, with disability, a culturally and linguistically diverse background, and people of all ages.

For a confidential discussion, please contact Jo Letts directly on 9267 9331 or Steven Yorke on 9267 9330.

For queries regarding the application process, please contact our friendly People Services team on 9267 9145.

To apply please submit a cover letter that outlines your qualifications and experience and why you would be a good fit for this role, and a resume via the link.

Closing Date: Thursday, 22 May 2025 at 11:00 PM AWST

The City of Swan reserves the right to commence shortlisting and interviews earlier than the closing date. The City also reserves the right to close the vacancy early therefore if you are interested in this position, please submit an application as early as possible.