Role:  IT Helpdesk Officer - TZ

Taronga Zoo are currently looking for an IT Helpdesk Officer, to join our IT team. The IT Helpdesk Officer will provide technical support and assistance to staff across Taronga.

• Located at Sydney’s Iconic Taronga Zoo
• Ongoing, part time position – 3 days per week
• TCSA Salaried Employees Award, Clerk Grade 1, annual package $88,406 *pro rata 3 days per week (includes base salary $78,000 pro rata + 12% superannuation)

Based at the zoo, in the zoo grounds, the IT Helpdesk Officer is responsible for troubleshooting and resolving a range of IT issues, including network connectivity, software installation, hardware malfunctions and user ac-count issues.

About the Role…

The role provides basic audio visual (AV) support for internal meetings and keeper talks, ensuring smooth operation of presentation and conferencing equipment.

The IT Helpdesk Officer is expected to communicate effectively with users, document problems and resolutions, and escalate more complex issues to senior IT staff. They will also contribute to project activities as required.

Key Accountabilities…

• Provide support to staff and resolve issues to minimise loss of productivity, ensuring all requests are logged and updated in the help desk system (JIRA).
• Deliver Level 1 technical support across end user devices, applications and systems.
• Provide basic AV support for internal meetings and keeper talks, including setup, troubleshooting and pack down of audio-visual equipment.
• Complete standard setup activities for user accounts, computers, mobile devices and other IT systems in line with Service Level Agreements.
• Contribute to the development and maintenance of knowledge base articles, documentation and technical procedures.
• Deploy the Standard Operating Environment (SOE), including installation and configuration of software.
• Maintain accurate records for assets issued, returned and supported in line with asset management practices.

About You…

We are looking for candidates that have:

Key knowledge and experience

• Experience in a Level 1 IT support or helpdesk environment, ITIL knowledge highly desirable
• Knowledge of Microsoft 365, Windows 11 and common business applications
• Familiarity with service management tools such as JIRA or similar ticketing systems
• Basic understanding of networking concepts including WiFi, VPN and connectivity troubleshooting
• Experience in user account management using Active Directory or Entra ID
• Exposure to device management tools such as Software Centre or Microsoft Intune
• Basic audio-visual knowledge including meeting room systems, conferencing tools and presentation equipment
• Strong troubleshooting skills across hardware, software and end user devices
• Experience with asset management and maintaining accurate records of IT equipment
• Ability to communicate technical issues clearly to non-technical users and provide good customer service

Essential Requirements:

• Relevant tertiary qualifications in Information Technology or a related discipline, or equivalent demonstrated experience
• Valid NSW Driver Licence and ability to travel between sites as required
• Working with Children Check (or ability to obtain), given operational environment requirements

Benefits…

Our employees enjoy generous employment conditions including some of the following:

• Flexible Hybrid work model - Taronga supports a blend of in-office, remote, and on-the-go workers!
• Complimentary family and friends passes across both Taronga’s Sydney & Dubbo Zoo’s
• Free onsite car parking, outside of peak periods
• A wide range of discounts on our award winning accommodation across both sites
• Discounted food and beverage purchases across the sites
• Fitness Passport
• We’re a social team - there’s always lots going on around the zoo that we get involved with!
• + more!

We Value Diversity…

Taronga is an equal opportunity employer, where we recognise the diversity of our workforce and community – be it on the basis of gender, age, culture, religion, language or personal circumstances.

Taronga is also committed to building on the perspectives, experience, knowledge and skills that this diversity brings to our organisation.

About Applying…

Please submit your resume and a cover letter of one page. You are also required to complete the two target questions as part of your application.

1. Tell us about a time you resolved a technical issue for an end user that was impacting their ability to work. How did you diagnose the problem, communicate with the user, and ensure it was fully resolved and documented?

2. Describe your experience supporting meeting room or AV technology. How do you prepare for setups, handle issues during a session, and ensure equipment is ready for the next use?

Applications Close: 11:59pm Sunday 19 July 2026