Technology Support Officer

About the role

Taronga Western Plains Zoo in Dubbo is looking for an experienced Technology Support Officer to join its Corporate Services team. This is an ongoing, full-time, hands-on role based in Dubbo, supporting a wide range of technologies through face-to-face, remote and helpdesk channels. It covers Tier 1 and Tier 2 support, incident resolution and service requests of moderate complexity, with Taronga Western Plains (Dubbo) as the primary site and Taronga Conservation Society Australia (Mosman) as a secondary backup location.

Key responsibilities

• Provide face-to-face and remote IT support at Dubbo, resolving incidents and service requests in line with service levels and KPIs, with backup support to Mosman when needed.
• Set up, configure, patch and deploy desktops, laptops, mobile devices and peripherals according to the Standard Operating Environment, and build, configure and patch endpoints; assist with server patching under the direction of senior staff.
• Support the analogue and digital radio fleet, including basic configuration, troubleshooting and vendor coordination for maintenance and repairs.
• Perform basic network administration tasks such as patching network ports and connectivity checks, and escalate advanced issues to infrastructure specialists.
• Maintain accurate asset management records covering procurement, allocation, returns and lifecycle tracking of devices and loan equipment.
• Liaise with internal stakeholders and external vendors on repairs, warranty claims, replacements and service visits.
• Contribute to technology projects and provide support for EFTPOS and POS systems, including hardware setup, software updates and vendor coordination.
• Provide backup support for AV services or the central Helpdesk during short staffing or peak demand, and take part in the on-call roster for after-hours support.
• Develop user guides, knowledge articles and technical documentation, and comply with the Customer Service Charter, WHS Charter and sustainability practices.

Required profile

• Demonstrated Level 1 and Level 2 IT support experience in a helpdesk or customer service environment; ITIL knowledge highly desirable.
• Tertiary qualification in Information Technology or a related discipline, or equivalent relevant industry experience.
• Current Class C driver licence or equivalent recognised by NSW authorities.
• Ability to work independently, manage competing priorities and communicate technical issues clearly to non-technical users.
• Willingness to join an on-call roster and provide after-hours support.
• Current NSW Working with Children Check (volunteer classification).

Required skills

• Sound knowledge of Microsoft 365, Windows 11 and common business applications.
• Service management tools such as JIRA or similar ticketing systems.
• Networking concepts including WiFi, VPN, network ports and connectivity troubleshooting.
• User account management with Active Directory and Microsoft Entra ID.
• Device deployment, patching and support with Microsoft Configuration Manager and Microsoft Intune.
• Experience with AV equipment, meeting room systems, radios, EFTPOS or POS technologies.

What we offer

• Annual package starting from $98,832 (base salary $87,199 plus superannuation and leave loading).
• Flexible hybrid work model.
• Free onsite car parking outside peak periods.
• Discounts on accommodation, food and beverage, and a discounted Fitness Passport.

To apply, submit a resume and a one-page cover letter, and answer two short questions about a technical issue you resolved and how you balanced competing support requests. Applications close on 5 November 2026.