Library IT Officer

The University of Queensland Library

• Multiple full time continuing positions available.
• Bring your IT helpdesk experience to work in this fast-paced position, with an opportunity to work on a variety of projects in addition to regular role.
• Make a meaningful contribution to students working towards achieving their goals.
• Work within a great supportive team and interact with a wide range of stakeholders.
• Broaden your career within one of Queensland’s largest employers.
• Based at our St Lucia campus

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.

Everyone here has a role to play. As a member of our professional staff cohort, you will be actively involved in working towards our vision of a better world. By supporting the academic endeavour across teaching, research, and the student life, you’ll have the opportunity to contribute to activities that have a lasting impact on our community.

Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available, such as:

• 26 weeks paid parental leave or 14 weeks paid primary caregiver leave.
• 17% superannuation contributions.
• 17.5% annual leave loading.
• Access to flexible working arrangements including hybrid working options, flexible start/finish times, purchased leave, and a condensed fortnight.
• Health and wellness discounts – fitness passport access, free yearly flu vaccinations, discounted health insurance, and access to our Employee Assistance Program for staff and their immediate family.
• On campus childcare options.
• Cheap parking (from just $5 a day).
• Salary packaging options.

About This Opportunity

The UQ Library provides IT support both internally to Library staff on managed devices as well as to Library clients on their own devices. The Library Information Technology Officers provide technical support for a broad range of hardware, UQ systems and services.

This role works across Library services through active involvement in service improvement and project work, in collaboration with other Library teams and University units (such as Information Technology Services (ITS), Institute for Teaching and Learning Innovation (ITaLI), and Student Services). Library Information Technology Officers will be situated in either the student-facing (Student Digital Capability Support) team or the staff-facing (Workstation Support) teams. Depending on peaks in workload and project work, Library IT Officers provide additional capacity across teams and UQ Library locations (including St Lucia, Gatton, PACE and Herston) with appropriate notice.

 Duties

Duties and responsibilities include, but are not limited to:

• Assessing client needs to provide effective technical solutions, support, and advice both in-person and vi various remote assistance methods, or, where appropriate, referring to other teams or subject matter experts.
• Troubleshooting to identify and resolve problems, including where guides or documentation have not yet been created. Reviewing, updating, creating, and referencing documentation to enable consistent ways of working within the team and across other areas.
• Participating and engaging with Library initiatives and projects, including working, and supporting across teams and engaging effectively with internal and external stakeholders.
• Advising and assisting in the evaluation and implementation of new technologies that impact the Library and its clients, including working with other UQ departments to collaborate on IT projects.
• Identifying process improvements to enhance the client experience and team efficiencies, including supporting training and education sessions for other Library staff.
• Continuously developing professional and technical skills, including learning new skills in specialised UQ systems and software as well as general changes in technology in order to diagnose and advise on appropriate installation, use and maintenance of software and systems.
• Effectively utilising UQ management systems to log enquiries, actively monitor tickets, and maintain accurate and timely information and statistics about the status of enquiries and requests.
• Demonstrating excellent teamwork by actively participating in team meetings and team building exercises; and actively assisting and supporting library staff, including through training, buddying, and shadowing.
• Student Digital Capability Support team (student-facing) duties and responsibilities include but are not limited to:
  - Support students when they experience difficulties with UQ systems and their personal devices (BYOD) by analysing complex scenarios, troubleshooting, identifying problems, taking appropriate actions to resolve, and developing students’ digital skills.
  - Research and identify optimal solutions for technology issues encountered by students and other Library clients. Liaise with Library Technology Service (LTS), UQ Information Technology Service (ITS) and other stakeholders to resolve student and library client issues.

Please note:

• Carrying out of duties outside of normal work hours may be required.
• The University of Queensland Library reserves the right to transfer staff to any of its services.

This is a full-time, continuing (permanent) position.

At HEW level 5, the full-time equivalent base salary will be in the range $74,378 to $82,842, plus a generous super allowance of up to 17%. The total FTE package will be up to $87,023 to $96,926 annually.

The position holder will co-operate with team members and Library staff, sharing relevant information and seeking information from others as required. The expectations for behaviour and ways of working are set out in the UQ Library Way and Essential Behaviours.

 About You

Essential

• A Bachelor degree with a significant computing component (or equivalent); OR an equivalent combination of experience, education, and/or training.
• Demonstrated interpersonal and communication skills, including the ability to liaise with areas across the University.
• Significant experience in providing support in several of the following PC operating system environments: Windows, Unix/Linux, Macintosh and/or mobile operating systems.
• Demonstrated ability to work individually, as part of a team, and as part of a project, including self-motivation, prioritisation, and workload management skills.
• Demonstrated customer service and people skills, including experience in a service capacity in an IT environment and the ability to remain calm under pressure and frequent disruption.
• Demonstrated problem-solving skills for multi-source and complex issues, an organised and methodical approach to tasks, and attention to detail.
• Workstation Support:
  -Sound understanding of mobile technology platforms and their management in a corporate environment (e.g., iOS & Android)
  - Knowledge of Microsoft or Unix servers, administration of Active Directory, and/or service automation and scripting.

Desirable

• Progress towards an industry qualification program in hardware, network or operating systems management Experience in the university or tertiary education sector.

In addition, the following mandatory requirements apply:

• Work Rights: You must have unrestricted work rights in Australia for the duration of this appointment to apply. Visa sponsorship is not available for this appointment.
• Background Checks: All final applicants for this position may be asked to consent to a criminal record check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.

 Questions?

For more information about this opportunity, please contact Kofi at k.afaridekyi@library.uq.edu.au. For application queries, please contact recruitment@uq.edu.au stating the job reference number (below) in the subject line.

 Want to Apply?

To submit an application for this role, go to the UQ Careers portal and use the Apply button.

All applicants must upload the following documents in order for your application to be considered:

• Cover letter addressing the ‘About You’ section.
• Resume

 Other Information

At UQ we know that our greatest strengths come from our diverse mix of colleagues, this is reflected in our ongoing commitment to creating an environment focused on equity, diversity and inclusion. We ensure that we are always attracting, retaining and promoting colleagues who are representative of the diversity in our broader community, whether that be gender identity, LGBTQIA+, cultural and/or linguistic, Aboriginal and/or Torres Strait Islander peoples, or people with a disability. Accessibility requirements and/or adjustments can be directed to recruitment@uq.edu.au

Applications close Tuesday 26 September 2023 at 11.00pm AEST (Job Reference Number - R-29421).

Please note that interviews have been tentatively scheduled for week starting 9 October 2023.