IT Customer Support Officer

Information Technology Services Full-time, permanent position Base salary will be in the range $85,451 - $94,983 + 17% Superannuation (HEW Level 5) Based at our St Lucia Campus About This Opportunity We are seeking a skilled and client-focused IT Customer Support Officer to deliver timely and effective Tier 1 and 2 technical support services across the University. Whether specialising in Desktop or Audio-Visual support, you’ll play a key role in diagnosing and resolving IT issues, managing IT assets, and maintaining a strong connection between clients and UQ’s Information Technology Services (ITS) team. Your proactive problem-solving, strong communication skills, and commitment to customer service will ensure high levels of user satisfaction across teaching, research, and business environments. Key responsibilities will include: Provide responsive Tier 1 and 2 IT support across desktop or audio-visual platforms, ensuring timely resolution of hardware and software issues. Deliver high-quality customer service through clear communication, proactive follow-up, and effective incident management. Maintain and support IT assets, teaching spaces, and AV systems using modern deployment tools and service management platforms. Contribute to knowledge bases, documentation, and team projects to improve support processes and service delivery. About You You are a customer-focused IT professional with a passion for delivering exceptional technical support and a commitment to continuous improvement. Combining strong technical expertise with excellent communication and problem-solving skills, you thrive in fast-paced environments, enjoy working collaboratively within a geographically dispersed team, and take pride in providing responsive support that enhances the user experience. To be successful in this role, you will have: Relevant qualifications in Information Technology or an equivalent combination of experience, education and training. Experience supporting Windows, macOS and Linux operating systems, and/or audio-visual technologies and systems. Proven ability to deliver both remote and face-to-face technical support services. Sound understanding of IT and data security principles and best practices. Experience supporting mobile devices and mobile technologies. Strong customer service skills with experience working in an IT service management environment. Excellent communication skills, with the ability to document processes, develop work instructions and translate technical concepts for diverse audiences. Well-developed problem-solving, prioritisation and organisational skills, with the ability to work under pressure, meet deadlines, contribute to project teams, and maintain a high level of professionalism and initiative. The following would be highly regarded: knowledge of audiovisual and server technologies, familiarity with service management frameworks, awareness of emerging technologies, and a current Class C driver's licence. About UQ As part of the UQ community, you’ll have the opportunity to work alongside the brightest minds, who have joined us from all over the world, working together to create a better world. Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available. Enjoy up to 26 weeks paid parental and primary care leave, 17% super, 17.5% leave loading, flexible and hybrid working options, health and wellbeing programs, a heavily discounted Study for Staff program, on‑campus childcare, affordable parking, and salary packaging. Interested? For more information about this opportunity, please contact Suman Saha, Manager, IT Service Delivery at [email protected] . For application inquiries, please reach out to the Talent Acquisition team at [email protected] , stating the job reference number (below) in the subject line. When you apply, please ensure you upload a resume and cover letter summarising how your background aligns to the ‘About You’ section. Please note that applications received via email will not be accepted. Other Information Pre-employment checks may include: verification of the right to work in Australia and criminal history checks. This may also include checks relating to gender-based violence matters or other integrity and conduct requirements. You must maintain unrestricted work rights in Australia for the duration of this appointment to apply. Employer sponsored work rights are not available for this appointment. We're dedicated to equity, diversity, and inclusion . We recognise that career pathways and opportunities differ and encourage applications from candidates who may not meet every criteria but can demonstrate their potential relative to opportunity. We’re also happy to support any accessibility needs throughout the recruitment process. Just let us know how we can help by emailing [email protected] or calling +61 7 3365 2623. Applications close Wednesday 16 September 2026 at 11.00pm AEST (R-68308).