Role:  Technical Support Officer - TZ

Taronga Zoo are currently looking for a Technical Support 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, Full time position 

· TCSA Salaried Employees Award, Clerk Grade 1/2, annual package $88,406 - $96,112 (includes base salary $78,000 - $84,799 + 12% superannuation)

Based at the zoo, in the zoo grounds, the Technical Support Officer is responsible for troubleshooting and resolving a range of IT issues, including network connectivity, software installation, hardware malfunctions and user account 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. Provide first level helpdesk service, technical support and resolution for enquiries related to PC hardware and software, POS hardware and software, radio printer hardware and software. .

Key Accountabilities…

• Provide support to users and solve non-complex problems to minimise system down-time and loss of productivity, ensuring all requests are entered and updated in the call management system.
• Participate in the on-call roster to provide after-hours support as required
• Complete simple / standard set-up activities for user accounts, computers, mobile devices, audio-visual equipment and other ICT systems in line with Service Level Agreements to ensure compliance with organisational standards.
• Monitor the performance of systems and assist with the identification of potential issues and propose solutions.
• Contribute to the development of reference materials to assist the ICT support community through maintenance of documentation on knowledge base articles, system configurations and technical processes.
• To build, configure and distribute the Standard Operating Environment (SOE) which includes the installation and configuration of software.
• Comply with Taronga’s Customer Service Charter and suggest initiatives for further improvement to ensure industry leading standards are maintained.

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 26 July 2026