System Support Officer

Description:

The Fire and Rescue IT Solutions team is responsible for providing contemporary and innovative technology solutions and services to meet the operational needs of the fire and rescue capability and the volunteers that are a critical element of providing coverage across Queensland. The Operational Systems team provides system management and oversight of the various systems used to support the departments frontline service delivery and contributes to the delivery of fit for purpose technology solutions, ensuring that corporate technology is aligned to operational needs and support maximum adoption of digital solutions and services.

Reporting to the Solutions Delivery Manager, you will be a key member of the team, contributing to the developing and/or enhancing common operating platforms such as event management, operational information management systems and App development. As part of the team, you will provide system administrator support through the provision of a help desk service, problem identification, resolution and reporting, and assist in the delivery of systems training, as required to support operational capability and service delivery outcomes.

About Us

The Queensland Fire Department (QFD) provides fire prevention, preparedness and response services to fire in the built and landscape environments, as well as scientific and specialist capabilities to Queensland communities. The QFD provides a multi-hazard emergency response, including road crash rescue, bushfire, hazardous material, technical and vertical rescue, severe weather incidents, remote and swiftwater rescue, and provides a number of functions supporting community safety outcomes.

The department encompasses Queensland Fire and Rescue (QFR), Rural Fire Service Queensland (RFSQ), as well as the broader department which work together to pre-empt, prevent, mitigate and manage the consequences of fires and other emergencies on Queensland communities and support our large volunteer membership across the state.

The QFD is an organisation that is focused on reframing the department's relationship with Aboriginal and Torres Strait Islander peoples, communities, and organisations through the Path to Treaty, Closing the Gap and building our cultural capability.

Purpose of role

The Fire and Rescue IT Solutions team is responsible for providing contemporary and innovative technology solutions and services to meet the operational needs of the fire and rescue capability and the volunteers that are a critical element of providing coverage across Queensland. The Operational Systems team provides system management and oversight of the various systems used to support the departments frontline service delivery and contributes to the delivery of fit for purpose technology solutions, ensuring that corporate technology is aligned to operational needs and support maximum adoption of digital solutions and services.

Reporting to the Solutions Delivery Manager, you will be a key member of the team, contributing to the developing and/or enhancing common operating platforms such as event management, operational information management systems and App development. As part of the team, you will provide system administrator support through the provision of a help desk service, problem identification, resolution and reporting, and assist in the delivery of systems training, as required to support operational capability and service delivery outcomes.

Key requirements

Highly desirable requirements

• Experience in a helpdesk environment supporting end-users.
  
  
  

Your key accountabilities

Responsibilities

Your part in the ongoing success of our department, in supporting frontline services will see you responsible for a variety of work, including, but not limited to:

• Provide operating support to strategic information gathering systems, including OMS and other business systems to ensure they meet business and operational requirements.
• Perform database administrative functions that establish and maintain user confidence, including helpdesk support to all levels of users, maintaining reference data and managing user access rights.
• Provide Tier 1 and Tier 2 programming problem determination with the objective of resolving system issues to ensure operational requirements are met.
• Maintain a call log for job monitoring and reporting ensuring adequate details of each case is recorded and all requests are actioned or escalated as required.
• Ensure tasks are managed in a customer-focussed manner within defined service levels, including clarifying issues, prioritising tasks, managing workflows, allocating problems and meeting deadlines.
• Undertake systems and data integrity reviews, ensuring compliance with policies and procedures, and provide feedback and reporting to the team to assist with defect resolution and system improvements.
• Participate in system, regression, integration and user acceptance testing to ensure enhancements and defect fixes have been applied.
• Build and maintain effective relationships with key internal and external stakeholders to ensure delivery of quality services.
  
  
  

Capabilities

Role

To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the "key accountabilities" for this role:

Leadership Competency Stream - Individual Contributor (leading self)

Vision

• Stimulates ideas and innovation
• Makes insightful decisions
  
  
  

Results

• Builds enduring relationships
• Drives accountability and outcomes
  
  
  

Accountability

• Fosters healthy and inclusive workplaces
• Demonstrates sound governance
  
  
  

Once you join us we will want you to exemplify the QFD shared values:

• Respect
• Integrity
• Courage
• Loyalty
• Trust
  
  
  

Occupational group IT & Telecommunications