Technology Support Officer

Summary:

The Technology Support Officer provides first‑level technical support across Myli’s library network, helping staff access reliable systems, devices and digital tools. Based in Warragul, this role supports the smooth operation of our technology environment by resolving routine issues, maintaining equipment and assisting with public‑facing technology. It’s a hands‑on position suited to someone who enjoys problem‑solving, working with people and contributing to a positive experience for staff and patrons.

Responsibilities:

• Provide Level 1 technical support in line with helpdesk processes
• Log, update and close support tickets promptly and accurately
• Install, configure and deploy desktops, laptops, printers and mobile devices
• Perform password resets and routine user account updates in Microsoft 365
• Support public computers, printing services and Wi‑Fi access
• Maintain accurate asset records and technical documentation
• Create and update basic “How‑to” guides for staff
• Assist with onboarding/offboarding equipment setup and recovery
• Escalate complex or security‑related issues to senior IT staff
• Provide occasional support for public‑facing technology in collaboration with branch teams

Qualifications

• Relevant IT training or equivalent practical experience
• Experience in a helpdesk or technical support environment
• Understanding of computer systems and cloud‑based applications
• Demonstrated customer service and problem‑solving skills
• Current driver licence
• Working with Children Check and Police Check (or willingness to obtain)