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Senior IT Support Officer

BioAgilytix

Help Desk & IT Support

Location: On-site, On-site
Type: Full-time

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About the role

360biolabs is Australia's most comprehensive quality-accredited specialty laboratory services organisation. 360biolabs is a BioAgilytix company and part of a leading global contract research organisation (CRO) supporting the development of innovative new medicines in a quality-controlled environment. At 360biolabs, we develop and conduct pharmacokinetics (PK) and pharmacodynamic (PD) assays across a wide variety of therapeutic areas to ensure the success of our clients' clinical trials and preclinical studies.

Working at 360biolabs means working with the best people (and technology) in our field. With a genuine focus on development, you will have access to local and global opportunities. You will also have access to a diverse offering of wellbeing and connection initiatives which reflects that people are our priority.

Goals:
The goal of the 360biolabs IT Department is to maximize the organisation's operational efficiency through the use of infrastructure, technology and resources.

Objectives:
The objective of the 360biolabs IT Department is to manage technical infrastructure and provide services in support to the various business groups in accordance with 360Biolabs values and strategic objectives.

Role Details:

To provide IT support with adherence to industry best practice and relevant regulatory guidelines.

Key Responsibility Areas

The key responsibility areas (KRAs) are the major outputs for which the position is responsible and are not a comprehensive statement of the position activities

Information Technology

Assist in investigating, analysing and resolving hardware and software problems
Assist in setting up workstations (laptops, desktops, docks and monitors)
Assist with software installation
Installation and management of hardware, including liaising with the vendor (Eg. Dell) to resolve technical and warranty issues
Managing incidents and user requests ensuring a proactive approach to minimising impacts and reducing reoccurring incidents
Maintain effective communication with business users when resolving incidents and fulfilling requests
Escalate and communicate issues to senior team members when necessary
Supporting Microsoft products e.g. Windows XP/7/10, Office 2010/2013/2016, Windows Servers, Office (2010, 2013, O365), Teams
Supporting a range of scientific software
Build and deployment of new laptop according to 360biolabs’ SOE (standard operating environment)
Management of the hardware and software inventory list, including routine backups
Assist in investigating, developing and delivering new solutions to user’s IT related requests
Assist with system upgrades, installation, integration, customisation and configuration
Test new application systems and hardware, and resolve configuration conflicts and errors
Assist with general IT documentation and administration
Assist in maintaining IT SOPs, continuity and inventory documentation
Ensure compliance with SOPS, Standard and Guidelines for IT Systems
Assist in refining documented processes and procedures as part of ongoing continuous improvement
Provide general IT administrative support and ensure procedures are fulfilled
Collaborate well in a cross functional matrix environment

Safety

Ensure the safe and efficient conduct of company activities
Ensure compliance to relevant internal processes and statutory requirements

Team Work

Maintain high levels of communication with colleagues

Communication:

Effectively communicate issues related to IT and associated infrastructure to all relevant parties

Professional Development

Attend meetings associated with Information Technology or the work of 360biolabs
Participate in professional activities including attendance at training courses and seminars in the field of expertise

Key Selection Criteria

Degree in IT or equivalent plus relevant experience (Essential)

Experience / Knowledge / Attributes

High degree of self-motivation with the ability to work independently and to effectively manage and prioritise work (Essential)
Eagerness to learn, be pro-active and willing to share knowledge (Essential)
Strong analytical and problem solving skills; ability to perform root cause analysis (Essential)
Approachable individual that is dedicated to providing friendly support, as well as willing to go the extra mile (Essential)
Excellent administrative and organisational skills (Essential)
Ability to work effectively as part of a multi-disciplinary team (Essential)
Excellent analytical, interpersonal, verbal and written communication skills (Essential)
High level of attention to detail (Essential)
Understanding of networking and server administration, and virtualisation and backup methodologies (Desirable)
Experience working in a Scientific Environment (Pharma/Biotech) (Desirable)
Experience working with a range of scientific software (Desirable)
Experience working with Office 365 Admin Console and Azure AD (Desirable)

For further information, please contact our Careers Team ([email protected]). Please submit your application via the job link if you're interested in joining us, as we’re not able to process applications sent by email.

Apply now if you have what it takes to join our team!

360biolabs is a flexible, equal opportunity employer looking for committed and like-minded people to join us. Our culture is something we are very proud of, celebrating each individual and everything they bring to our team. We encourage applications from Aboriginal and Torres Strait Islander people, all members of the LGBTQIA+ community and people with a disability.

To learn more about how we collect, use, and protect your information, please review our and Terms of Use.

To express your interest in this position please submit a CV and cover letter. Applications only accepted from Australian / NZ residents with valid Australian work rights.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.