Device Replacement Officer

• Location: Brisbane, Queensland
• Type: Contract
• Job #18670

About the role

We are seeking an experienced and customer-focused Desktop Support Officer to join a technical ICT team responsible for managing enterprise hardware lifecycle activities and supporting users through device replacements and technology transitions.

This role will play a key part in delivering high-quality ICT support services, including the deployment, maintenance, and troubleshooting of desktop environments, hardware, software, and end-user technologies. You will work closely with internal teams and end users to ensure a smooth replacement process and provide effective technical solutions within a large and complex ICT environment.
 

Key responsibilities

• Install, configure, maintain, and support enterprise ICT environments, including:
• Desktop and mobile hardware
• Operating systems
• Software and operating system deployments
• Microsoft 365 applications
• End-user computing environments
• Support device replacement and hardware refresh activities, ensuring minimal disruption to users.
• Perform troubleshooting, investigation, and resolution of technical issues within an ITIL-based service management framework.
• Assist with the deployment and support of ICT hardware and software across Queensland.
• Provide technical advice and guidance to users and stakeholders regarding ICT systems and infrastructure.
• Deliver high-quality customer service by understanding user needs and continuously improving support practices.
• Collaborate with technical teams to support effective ICT service delivery.

Highly desirable criteria

• Experience with operating system deployment methodologies, device imaging, or hardware rollout projects.
• Experience supporting large-scale device replacement or technology refresh initiatives.
• Strong understanding of enterprise desktop environments and end-user computing technologies.
• Knowledge of Microsoft deployment tools such as SCCM/MECM, Intune, Autopilot, or similar technologies.

Desirable criteria

• Experience working within an ITIL-aligned service management environment.
• Understanding of enterprise networking fundamentals, including TCP/IP, LAN, and WAN.
• Experience supporting Microsoft 365 environments.
• Previous experience in field support or onsite technical support roles.
• A valid Australian driver’s licence.

Skills and experience

• Demonstrated experience providing desktop support, ICT support, or end-user computing services within a large organisation.
• Strong analytical and problem-solving skills, with the ability to investigate and resolve technical issues.
• Experience installing, configuring, and troubleshooting hardware and software.
• Ability to work independently, take initiative, and adapt to changing priorities.
• Excellent communication and interpersonal skills, with the ability to liaise effectively with users at all levels.
• Ability to work onsite in Brisbane CBD five days per week.
• Willingness and ability to travel within Queensland for up to five days at a time.
• Ability to perform physical aspects of the role, including manual handling of equipment up to 15kg and trolleying of devices.

Contact details

For a confidential chat, please contact Raisa on 0437 318 208 or via email at raisa@exclaim-it.com.au and we would be more than happy to provide you with additional information and assist in the application process.