• FTE Classification: 0.55 (21 hours per week)
• Base: Preferred Melbourne

The IT Support Officer is primarily responsible for working with and supporting all departments of Sea Shepherd Australia (SSA) to ensure that all IT administrative and support tasks and functions are carried out in accordance with the organisation’s strategic plan.

Position Context

The role sits as a part time position, directly accountable to the Managing Director, and responsible for all ICT administrative and operational functions including, but not limited to the management of information technology systems, equipment and operational processes.

Key Responsibilities / Outcomes

• Provide first and mid-level IT support.
• Troubleshooting IT software & hardware issues.
• Website troubleshooting and support (7 days a week)
• Assist in investigating and reporting on new IT software’s fit within the organisation.
• Assist in the creation of forms and other online processes.
• Provide IT training and Project support
• Maintaining the IT Asset Register.
• Assist in project tasks.
• Coordinating IT software and hardware purchases.
• Manage IT billing & payment processes.
• After hours IT support
• Management of SSA owned Mobile Phones, Data cards and Landlines, required billing and usage monitoring.
• IT setup for new staff members.
• Management of internal security software.
• Develop creative ideas with comms team for expanding our online presence across all distribution networks
• Compile statistics on distribution and engagement for online networks. 
• Maintain and develop new solutions for data storage and sharing for comms team and wider SSA team.
• Maintain current internet related accounts, subscriptions and associated budgeting
• Provide technical support and troubleshooting for all web based platforms e.g. Mailchimp and Salesforce
• Shopify updates and troubleshooting

Key Selection Criteria

The following criteria must be met for consideration for this position:

Essential

• A combination of relevant experience or education/training in a corporate IT support position.
• Relevant training/experience in first level IT Support and IT systems.
• Exceptional personal presentation with a professional manner for client relations.
• Pleasant phone manner.
• Experience in dealing with difficult phone calls where empathy and discretion is required.
• Effective written and verbal communication skills.
• Advanced computer skills, including the ability to use email, web-based applications, NAS systems and hosting platforms.
• Ability to work both independently but also within a collaborative team environment.
• Well-developed interpersonal skills with the ability to work productively with a broad range of people from a variety of backgrounds and experiences.
• Exceptional time management, organisational and administrative skills.

• Ability to achieve outcomes within agreed timeframes and under time pressures.
• Exceptional multi-tasking and problem-solving skills.
• Proven ability to work confidentially and productively with a high level of tact and diplomacy.

Desirable

• Basic accounting and budgeting skills.
• Understanding of office networks and server setups
• Knowledge in Salesforce and other online information systems.