Senior IT Support Officer

Job Description

The Senior IT Support Officer is responsible for providing advanced IT support, technical services and infrastructure management to campuses and/or business units across C&I. This role involves a broad scope of responsibilities, including building and managing Standard Operating Environments (SOE) for computing machines, systems administration, infrastructure improvements, and service delivery across regional and national campuses. The Senior IT Support Officer also provides technical leadership, supports technical training, mentors junior staff, and plays a key role in implementing IT projects and improvements, whilst ensuring compliance with policies and procedures. This position ensures high-quality IT service delivery and alignment with organisational requirements, supporting both staff and students across diverse educational environment.

• IT Support Services
  • Provide timely and effective first and second-level support, addressing issues related to desktop hardware, software, network configurations, and classroom technology.
  • Monitor and respond to helpdesk requests, including LMS related issues, via phone, email, and other communication channels, escalating unresolved issues as necessary.
  • Offer guidance and advanced support to IT Support Officers, assisting with complex technical issues across campuses.
• Systems Administration and Infrastructure Management
  • Build, manage, and deploy Standard Operating Environments (SOE) for student labs using SCCM, Jamf Pro and other relevant tools.
  • Lead the testing, deployment, and maintenance of student lab/studio environments across campuses and/or business units.
  • Analyse and plan hardware requirements for staff and student IT needs.
  • Oversee administration of Azure/Office 365, Google Workspace, and Slack Enterprise Grid environments, including user onboarding and offboarding.
  • Manage network configurations, security roles, server permissions, printer queues, and account provisioning tools.
  • Integrate systems across diverse platforms, ensuring consistency, security, and compliance with organisational policies.
  • Operate account provisioning tools, automating processes for efficiency.
  • Configure and maintain networked audio/video systems for staff and student use.
  • Coordinate with Navitas security, server, networking, and EUC teams to ensure seamless operations across campuses and/or business units.
  • Manage software licensing and vendor negotiations to optimise costs and compliance.
• Technical Leadership and Training
  • Provide technical mentorship and training to other IT Support team members, sharing best practices and fostering skill development, including LMS and classroom technology.
  • Develop and maintain technical documentation, procedures, and guides for IT processes.
  • Lead technical projects, infrastructure improvements, and evaluate new technologies for potential implementation.
• Project Support and Implementation
  • Participate in national IT projects, providing advanced technical support and contributing to successful implementation.
  • Collaborate with divisional/group IT teams and third-party vendors to ensure seamless system operations and compliance with policies.
  • Support IT initiatives to integrate new equipment, technologies, and software, ensuring smooth rollouts and minimal disruption.
• Customer Service and Communication
  • Deliver high-quality customer service to staff, students, and other users, communicating technical concepts effectively, including ensuring effective support for classroom technology and LMS-related queries.
  • Serve as a senior technical resource, ensuring effective collaboration and knowledge sharing within IT support teams.
• OH&S Compliance
  • Maintain a safe working environment, adhering to occupational health and safety regulations.
  • Ensure compliance with privacy regulations and secure handling of sensitive information.

Qualifications

Essential:

• Bachelor’s degree in IT or a related field, or equivalent relevant experience.
• Minimum 5 years’ experience in IT support or systems administration, including advanced desktop support for Microsoft and macOS environments.
• Proven expertise in SOE development, deployment, and management (SCCM, Jamf Pro).
• Proficiency in Google Workspace and Slack Enterprise Grid administration.
• Strong experience with network configuration, security management, and account provisioning tools.
• Demonstrated ability to lead technical projects and mentor IT support staff.
• Excellent problem-solving skills, with the ability to work independently and take initiative.
• Advanced written and verbal communication skills, with the ability to communicate technical concepts to non-technical users effectively.

Desirable:

• ITIL certification or equivalent framework knowledge.
• Experience with software licensing management and vendor negotiations.
• Scripting skills (e.g., PowerShell, Bash) for automation tasks.
• Experience in managing networked audio/video systems in educational environments.

Additional Information

What we can offer 

• We offer careers across our global operations
• We recognise and reward.
• We understand the importance of showing appreciation.
• We care for you. We offer a range of employee benefits, support to help you be your best, and flexibility, to help us all thrive.
• Navitas is where work has meaning. Our impact is far-reaching – we create lasting legacies for students and communities.
• Access to LinkedIn Learning for your development
• 2 days a year volunteer leave for causes you are passionate about

Diversity Equity and Inclusion 

• At Navitas we promote and embrace an inclusive and diverse workforce. We believe equality, flexibility, and diversity deliver a rich collaborative environment. We strive to ensure that all our staff – no matter where they are from or who they are – feel safe, supported, and given opportunities to thrive.
• We encourage applications from candidates with disabilities, of all ages and genders, First Nations and Indigenous peoples, and people of diverse community groups. 

How to apply

Applicants are assessed upon receipt, so you are encouraged to apply now. To view other opportunities, please visit navitas.com/careers 

All applicants must have full working rights within Australia to be considered. Successful candidates depending on their role maybe, required to provide a Working with Children Check and undergo a Police Check.