• Information Technology Services - Customer Support Services
• Full-time, permanent position
• Base salary will be in the range $82,133 - $91,295 + 17% Superannuation (HEW Level 5)
• Based at our St. Lucia Campus

About This Opportunity

We are seeking a skilled and client-focused IT Customer Support Officer to deliver timely and effective Tier 1 and 2 technical support services across the University. Whether specialising in Desktop or Audio-Visual support, you'll play a key role in diagnosing and resolving IT issues, managing IT assets, and maintaining a strong connection between clients and UQ's Information Technology Services (ITS) team. Your proactive problem-solving, strong communication skills, and commitment to customer service will ensure high levels of user satisfaction across teaching, research, and business environments.

Key responsibilities will include:

• Provide responsive Tier 1 and 2 IT support across desktop or audio-visual platforms, ensuring timely resolution of hardware and software issues.
• Deliver high-quality customer service through clear communication, proactive follow-up, and effective incident management.
• Maintain and support IT assets, teaching spaces, and AV systems using modern deployment tools and service management platforms.
• Contribute to knowledge bases, documentation, and team projects to improve support processes and service delivery.

About UQ

As part of the UQ community, you will have the opportunity to work alongside the brightest minds, who have joined us from all over the world.

Everyone here has a role to play. As a member of our professional staff cohort, you will be actively involved in working towards our vision of a better world. By supporting the academic endeavour across teaching, research, and the student life, you will have the opportunity to contribute to activities that have a lasting impact on our community.

Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available, such as:

• Up to 26 weeks paid parental leave or 14 weeks paid primary caregiver leave
• 17% superannuation contributions
• 17.5% annual leave loading
• Access to flexible working arrangements including hybrid working options, flexible start/finish times, purchased leave, and a condensed fortnight
• Health and wellness discounts - fitness passport access, free yearly flu vaccinations, discounted health insurance, and access to our Employee Assistance Program for staff and their immediate family
• UQ Study for Staff
• On campus childcare options
• Affordable parking (from just $6.15 a day)
• Salary packaging options

About You

Essential

• Qualifications and training equivalent to an undergraduate degree in IT or related field or an equivalent combination of relevant experience and/or education/training.
• Experience providing support in the various PC operating system environments: Windows, macOS, and Linux, or Audio-Visual operational components and systems.
• Demonstrated skills and experience in remote assistance and on-site support.
• Understanding of IT/Data security issues and solutions.
• Experience in providing support in mobile technologies.
• Experience in dealing with people in a service capacity within an IT service management environment.
• Demonstrated effective interpersonal, oral and written communication skills particularly, in documenting processes and work instructions, and interpreting client requirements.
• Demonstrated problem-solving skills.
• High level of personal motivation and initiative as well as the ability to work as part of a geographically dispersed yet unified team.
• Demonstrated ability to work under pressure, prioritise tasks, meet deadlines, pay attention to detail and maintain professionalism
• Experience working on project teams as a team member.

Desirable

• Knowledge of audiovisual technologies.
• Knowledge of server operating systems.
• Awareness of emerging technologies.
• Familiarity with service management frameworks.
• Current Class C Driver's licence.

The successful candidate may be required to complete a number of pre-employment checks, including right to work in Australia, criminal check, etc.

You must maintain unrestricted work rights in Australia for the duration of this appointment to apply. Employer sponsored work rights are not available for this appointment.

Questions?

For more information about this opportunity, please contact Nathanael Elcock, Team Leader, Service Delivery at [email protected].

For application inquiries, please reach out to the Talent Acquisition team at [email protected], stating the job reference number (below) in the subject line.

Want to Apply?

We welcome applications from all individuals and are committed to an inclusive and accessible recruitment process. To be considered, please ensure you upload:

• Resume
• A cover letter summarising how your background aligns with the 'About You' section

Our strength as an institution lies in our diverse colleagues. We're dedicated to equity, diversity, and inclusion, fostering an environment that mirrors our wider community. We're committed to attracting, retaining, and promoting diverse talent. If you require an alternative method to submit your application due to accessibility needs or personal circumstances, please contact [email protected].

Other Information

UQ is committed to a fair, equitable and inclusive selection process, which recognises that some applicants may face additional barriers and challenges which have impacted and/or continue to impact their career trajectory. Candidates who don't meet all criteria are encouraged to apply and demonstrate their potential. The selection panel considers both potential and performance relative to opportunities when assessing suitability for the role.

Applications close Sunday 2 November 2025 at 11.00pm AEST (R-56155).