Technology Support Officer

About the role

Randwick City Council is seeking a Technology Support Officer to join its Information Management & Technology team. The role focuses on delivering efficient end‑user support, maintaining a reliable technology environment, and ensuring a high‑quality customer experience.

Key responsibilities

• Act as the first point of contact for all technology service requests, incidents, problems and access control queries.
• Use the ITIL framework and the council’s IT Service Management tool to log, triage, resolve or escalate tickets.
• Deploy and maintain hardware and software assets, keeping accurate asset records.
• Develop and maintain operational documentation and end‑user guides.
• Follow Technical Change Management policies and security principles.

Required profile

• Experience working in information management or IT within a council or similar organisation.
• Knowledge of Service Desk ITIL processes (incident, problem, request, change and access management) and use of ITSM tools.
• Familiarity with end‑user computing in a Microsoft environment, including hardware, productivity and application software.
• Understanding of basic networking concepts.
• Strong customer‑service orientation and ability to communicate technical information to non‑technical users.

Required skills

• ITIL framework
• IT Service Management (ITSM) tool
• Microsoft Windows and Office suite
• Hardware troubleshooting and deployment
• Networking concepts