• Full time continuing role within UNSW IT as Specialist – Lab Support
• Starting salary $103866 plus generous super and leave loading, this role is a broad banded 6/7 role
• Kensington, Sydney location - this role is primarily based on site, with some flexibility.

About UNSW:

UNSW isn’t like other places you’ve worked. Yes, we’re a large organization with a diverse and talented community; a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. It’s the reason we’re one of the top 20 universities in the world (QS top 20) and a member of Australia’s prestigious Group of Eight. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.

The Specialist – Lab Support position is accountable for providing the fulfilment of technology and computing support for UNSW staff, students and researchers in specialist labs and environments across UNSW and affiliated sites and hospitals. This role encompasses the provision of computing hardware, installation and troubleshooting of computer software and the resolution of customer incidents and requests, within environments where standard computing is not appropriate, or specialist safety training and operations maybe required. The role represents the customer facing side of UNSW IT and will be required to operate in a professional manner when dealing with both internal and external customers. The UNSW IT Lab Support Specialist will be required to work with and support the IT Service Management Framework and to always maintain exceptional customer service. This role reports to the Team Leader – Lab Support and has no direct reports.

Accountabilities at level 6 for this role include:

• Provide support for teaching and research lab technology related incidents and requests and escalate to other support teams within IT where necessary.
• Respond to escalated customer requests and update end users on incidents logged within agreed timeframes.
• Resolve incidents and requests in close co-operation with other UNSW IT Support groups, perform incident and request resolution via remote control methods where possible.
• Ensure the application of IT policies, processes, solutions, and standards for running UNSW teaching and research lab-based technologies.
• Support desktop management tool administration duties which could include specialist software management, deployment, device and application management via Microsoft SCCM / In Tune and deployment / rebuild tasks under Apple Jamf Pro/ Puppet /Ansible.
• Provide a consultative service and requirements gathering approach for customers' technology support requests.
• Provide workplace technology support to all levels of customers including senior and executive managers.
• Provide support for specialist technology equipment in differing lab environments across all faculties and schools (including but not limited to Wet Science labs, Engineering labs, Bio medical labs, hospitals)
• Support specialist research workstation needs where a leveraged solution is not appropriate (e.g.: Workstations, cloud solutions or Katana and other HPC services).
• Support IT Hub customer service desks as required.
• Contribute to the continued improvement of UNSW IT processes, procedures, and practices through identifying and suggesting innovative and improved ways of working.
• Align with and actively demonstrate the Code of Conduct and Values.
• Cooperate with all health and safety policies and procedures of the university and take all reasonable care to ensure that your actions or omissions do not impact on the psychosocial or physical health and safety of yourself or others.

Accountabilities at level 7 In addition to those above:

• Provide Higher Level (3) support for teaching and research lab technology related incidents, requests and escalations,
• Take a leading role in application and shaping of IT policies, processes, solutions, and standards for running UNSW teaching and research lab-based technologies.
• Perform higher level and complex desktop management tool administration duties which could include specialist software management, deployment, device, configuration and application management via Microsoft Entra/ Intune and deployment / rebuild tasks under Apple Jamf Pro and or Puppet.
• Analyse, manage, and resolve escalated incidents involving advanced technical complexity, and escalate to other support teams within IT where necessary.
• Provide a consultative service and requirements gathering approach for customers' technology support requests.
• Support and design specialist research workstation needs where a leveraged solution is not appropriate (e.g.: Workstations, Cloud based solutions, Katana or other HPC services).
• Design, build and maintain Compute heavy workstation solutions to meet high level bespoke research and academic business needs.
• Act as point of escalation for IT teams and faculties staffs regarding complex or bespoke IT solutions
• Take ownership of the continued improvement of UNSW IT processes, procedures, and practices through identifying and suggesting innovative and improved ways of working.
• Minor project management including requirement gathering, solution architecture and delivery of local faculty and centre digital uplifts and or act as local contact between central IT projects teams and Local faculty, Centre, and hospital workspaces.

Who you are:

• Previous IT experience in a university (or similar ) would be highly regarded but not essential, providing centralised technology lab support function, coupled with a Diploma and/or certificate level education in IT, or equivalent experience.
• General working knowledge of technologies used, including Windows, Linux or macOS, LAN's, Wireless and TCP/IP networking, PC, mobile device and printer hardware, latest Microsoft 365 environment, email clients and Enterprise messaging solutions.
• Good working knowledge of the interfaces between commodity technology and equipment used in research and education lab settings.
• Experience with Enterprise-wide large scale hardware rollouts is desirable.
• Demonstrated analytical thinking and troubleshooting skills with the ability to develop and document technical solutions.
• Demonstrated strong customer service approach and ethos.
• Excellent verbal and written communication skills, with the ability to explain technical terms to a non-technical customer.
• Good interpersonal skills, and ability to build effective relationships with key stakeholder and fellow colleagues with a client focused approach.
• An understanding of and commitment to UNSW’s aims, objectives and values in action, together with relevant policies and guidelines.
• Knowledge of health & safety (psychosocial and physical) responsibilities and commitment to attending relevant health and safety training. Accountabilities at Level 7 In addition to those above and
• Minimum 3 - 5 years of relevant experience in a university (or similar) centralised technology lab support function, coupled with a Diploma and/or certificate level education in IT, or equivalent experience.
• Advanced working knowledge of Windows, Linux or macOS, LAN's, Wireless and TCP/IP networking, PC, mobile device and printer hardware, latest Microsoft Office suite, email clients and Enterprise messaging solutions
• Advanced working knowledge of the interfaces between commodity technology and equipment used in research and education lab settings.
• Strong analytical thinking and troubleshooting skills with the ability to develop and document technical solutions.
• Strong customer service approach and experience in mentoring and supporting team members.

Pre employment checks required for this position.

Benefits and Culture

• Flexible Working Options (work from home, flexible hours etc) 
• Career development opportunities
• 17% Superannuation contributions and additional leave loading payments 
• Additional 3 days of leave over Christmas period
• Discounts and entitlements (retail, education, fitness)

For further details on the benefits, please visit https://www.jobs.unsw.edu.au/lifestyle-benefit

How to Apply: please apply through the portal, we would like you to submit a full application including resume and addressing the who you are section.

Applications close:  Sunday 15^th of March at 11.30pm

Pre-Employment Checks
Aligned with UNSW’s focus on cultivating a workplace defined by safety, ethical conduct, and strong integrity preferred candidates will be required to participate in a combination of pre-employment checks relevant to the role they have applied for.

These pre-employment checks may include a combination of some of the following checks:- 

• National and International Criminal history checks
• Entitlement to work and ID checks
• Working With Children Checks
• Completion of a Gender-Based Violence Prevention Declaration
• Verification of relevant qualifications
• Verification of relevant professional membership
• Employment history and reference checks
• Financial responsibility assessments/checks.
• Medical Checks and Assessments

Compliance with the necessary combination of these checks is a condition of employment at UNSW.

Get in Touch:

Jen MacLachlan

j.maclachlan@unsw.edu.au

Talent Acquisition Partner – UNSW IT

Please apply through the application portal and not via the contact above.

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff. The University reserves the right not to proceed with any appointment.