The Department of Transport (DoT) brings together all transport modes to design, plan, build and operate Victoria's transport system. Our job is to further integrate the transport network and improve the delivery of services to Victorians for simpler, quicker and safer journeys that connect people and places and support Victoria's prosperity and liveability. We are excited to offer this opportunity for you to become part of the Department that delivers more choice, connections and confidence in our travel, ensuring the whole transport network works as one to deliver better services and outcomes.Device Architecture and Support Consultant VPS 4: $87,640 - $99,438 per annum plus superannuationFull Time Ongoing vacancyLocated in Kew office (flexible/working from home arrangements) About Investment and TechnologyTo provide investment strategy and deliver commercial and information technology services to drive high performance and improved commercial outcomes for the State. Primary Purpose of the role:The Device Architecture and Support Consultant provides second level remote desktop, printing and mobility support, aiming to diagnose and resolve includes relating to the corporate standard operating environments (SOE). The role is a direct escalation point for complex SOE incidents and manages the fulfilment of new hardware and software requests.Key Accountabilities: Exercise professional independent judgement to deliver high quality second level ICT services to support user's devices to ensure that DoT business users are able to access relevant applications, information and ICT services through fit for purpose devices.Contribute to the development of and changes to systems, procedures and policies to assist users of supported ICT devices.Provide high level customer service through effective issue resolution using end-to-end incident and problem management processes to maximise the ability of staff to use supported ICT devices.Develop innovative responses to complex problems including the identification and root cause analysis of recurring incidents and eliminate them by engaging in the development of IT infrastructure service improvements. Key Selection Criteria Demonstrated ability to diagnose and resolve complex issues with DoT agreed products and services.Demonstrated ability to think laterally and show creativity and initiative in the evaluation, analysis and resolution of problems and improving the delivery of service.Identify and manage issues resolution through the implementation of solutions.Provide sound advice and tailor communications to meet customers' needs.Broadly shares both responsibility and accountability with team members to effect timely and appropriate outcomes.Demonstrated experience in the delivery of level 2 and 3 desktop support within an ITIL environment. Experience in SCCM, network and telephony also required.Proven experience in delivering exceptional Customer Experience. Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. For further detail regarding the position, please refer to the PD attached. Culture and BenefitsThe Department of Transport is committed to building a culture of developing our people to achieve great outcomes for the Victorian transport network. We are proud of our commitment to flexible work arrangements that support different ways of working, helping employees balance work and life. How to apply:Apply formally online including your resume (covering letters are optional). Applications close 11.59pm on Sunday, 14 February 2021.Preferred applicants may be subject to pre-employment checks. Information provided to the Department of Transport will be treated in the strictest confidence.