Tweed Shire Council

IT Client Support Officer

We are seeking a skilled and customer-focused IT Support Officer to provide frontline technical support for Council staff. This role involves diagnosing and resolving hardware and software issues, managing support tickets, and delivering excellent customer service. You will communicate technical information to non-technical users, provide remote assistance, and contribute to the maintenance of a knowledge base. The position also involves documenting troubleshooting processes, collaborating with IT teams to resolve complex issues, and ensuring adherence to security best practices. If you have strong problem-solving skills and a passion for IT support, we’d love to hear from you.

About the role:

• Provide frontline technical support to Council staff, diagnosing and resolving hardware and software issues.
• Manage support tickets, prioritising and tracking requests to ensure timely resolution.
• Communicate technical information effectively to non-technical users, both verbally and in writing.
• Provide remote assistance and contribute to a knowledge base of common issues and solutions.
• Collaborate with IT teams to resolve complex issues and ensure adherence to security best practices.

What's on offer:

• a base salary ranging from $72,400 per annum with competency-based increments up to $85,001 per annum, plus 11.5% super
• 70 hour, 9 day fortnight
• training and development opportunities
• flexible work options for a healthy work/life balance
• generous employment conditions (we have too many to list - click here for more).

We are seeking: 

• Certificate IV or Associate Diploma in Information Technology or equivalent demonstrated competence.
• Strong problem-solving skills with the ability to gather and analyse information to resolve technical hardware and software issues.
• Excellent interpersonal and customer service skills, with the ability to work effectively with staff and external personnel at all levels.
• Highly developed organisational skills, including the ability to manage priorities, plan work effectively, and document critical events.
• Strong oral and written communication skills, with the ability to collaborate as a team member and contribute positively to workplace outcomes.

About us:

• Located on the picturesque far North Coast of NSW, bordering the Gold Coast.
• The Tweed is a vibrant, diverse location offering a lifestyle near the water, in a rainforest or on a farm.  
• Tweed Shire Council is committed to employment equity and diversity and encourages applications from people of all ages, abilities and backgrounds in both traditional and non-traditional roles.  We provide workplace adjustments for people with disability, and access to flexible work options. 
• Join an employer of choice. Professionals Australia (Local Government Engineers’ Association) has named Council the 2021 Employer of Choice for our great employment practices within NSW local government. 

Where it's located:

This position is based in Murwillumbah, and can be directed to work from any Council work site.

Position closes: 

Friday 28 March at 12 noon sharp (NSW time).  Late applications will not be permitted.

Click here to view the Position Description 

TIPS for Addressing the Selection Criteria

Click here for more information on the Recruitment Process

Click here to view our Values

Pre-Employment Screening:

Tweed Shire Council conducts pre-employment assessments as part of its recruitment process. 

Job offers are not made until screening has been completed. Tweed Shire Council uses third-party providers to undertake:

• Pre-employment medical – some roles require a functional (physical) assessment, and all positions are subject to drug and alcohol screening (a positive test result means the recruitment process ends and your application will not be considered).
• Background screening - verifies that the information you have provided throughout the recruitment process is true and correct.  Click here for more information.

Reference Checks are undertaken by the panel. Your 2 referees should ideally be your current and most recent supervisors.  Your referees are not contacted unless you’ve been interviewed and are a preferred candidate.

How To Apply:

You must use your own email address, and not one used previously by another person that has applied for a position with council.

Once you start your online application, you cannot save and return to it later. 

1. Have your Resume document ready to go.
2. Fill out all questions below. Click 'Next'. 
3. You'll then be prompted to attach your resume and other documents (if applicable). Click 'Next'.
4. Review your application to confirm everything is correct. Click 'Confirm' to submit your application.

If you'd like to COPY and PASTE question fields into a separate Word document to work on over time, please find them listed below:

1. Do you hold a Certificate IV or Associate Diploma in Information Technology, or can you demonstrate equivalent competence? Please provide details.
2. Please describe a time when you gathered and analysed information to resolve a technical hardware or software issue.
3. How have you demonstrated strong customer service and interpersonal skills when working with staff or external personnel? Please provide an example.
4. How do you manage priorities and plan your workload effectively? Can you share an example of a time you documented critical events as part of your role?
5. Please provide an example of how you have used your oral and written communication skills to contribute positively as part of a team?

SK97188A

OFFICE USE ONLY