IT Customer Support Officer – Tier 1 & 2 Technical Support

About the role

The University of Queensland is seeking an IT Customer Support Officer to provide Tier 1 and Tier 2 technical assistance to staff, students and research partners. Based at the St Lucia campus, you will help maintain a secure, reliable IT environment while delivering high‑quality customer service.

Key responsibilities

• Provide Level 2 support for hardware, software and audio‑visual issues across teaching, research and client environments.
• Manage and maintain IT systems and assets, including Microsoft 365, identity access management and AV platforms using UQ tools.
• Respond to service requests and incidents through multiple channels, ensuring timely resolution and clear communication.
• Collaborate with cross‑functional teams, maintain technical documentation and uphold UQ cyber‑security policies.
• Assist with on‑site and remote troubleshooting for Windows, macOS, Linux and mobile devices.

Required profile

• Undergraduate degree in IT or related field, or equivalent experience/training.
• Experience supporting Windows, macOS and Linux environments, as well as audio‑visual systems.
• Strong interpersonal and written communication skills for documenting processes and interpreting client needs.
• Ability to work under pressure, prioritize tasks and meet deadlines in a dispersed team.
• Valid Class C driver’s licence (desirable).

Required skills

• Microsoft 365 administration
• Identity Access Management
• Audio‑visual platform support
• Windows, macOS and Linux operating systems
• Remote assistance tools
• Mobile device support
• IT/Data security fundamentals
• Server operating systems (knowledgeable)

What we offer

• Full‑time fixed‑term contract until December 2026
• Salary range $85,451 – $94,983 per year (HEW 5) plus 17% superannuation
• Opportunity to work in a dynamic, innovation‑focused university environment
• Professional development and collaboration with leading academic and research teams