Documentation Coordinator and IT Support

Documentation Coordinator and IT Support

Documentation Coordinator and IT Support - Fixed-Term Parental Leave Cover

This is a fixed-term parental leave cover role, expected to continue until approximately December 2027.

Position Purpose:

Provide Level 1 and Level 2 technical support while maintaining clear, accurate and controlled IT documentation. The role supports users, servers, business systems and IT infrastructure, and works with the IT team and relevant stakeholders to keep SOPs, runbooks, user guides and operational records current and fit for purpose.

Key Responsibilities:

• Provide Level 1 and Level 2 support for user queries and incidents involving computers, software, Microsoft 365, printers, mobile devices and related technology.
• Troubleshoot hardware, software, network, account-access and business-system issues, resolving where possible and escalating complex matters to the appropriate team member or vendor.
• Install, configure and maintain end-user hardware and software, and assist with Windows Server, Active Directory, DNS, DHCP, Group Policy and Microsoft 365 administration.
• Perform routine server and infrastructure checks, including system health, storage, services, event logs, backups, UPS equipment, network devices, CCTV and access-control systems.
• Assist with employee onboarding and offboarding, account creation and removal, permissions, equipment preparation and return of company assets.
• Maintain accurate IT asset, licence, inventory, incident and support records, and ensure completed support work is documented appropriately.
• Provide operational support for company business applications and regulated systems, including Pronto, MasterControl and electronic document-management systems, subject to training and access.
• Draft, review and update IT SOPs, work instructions, policies, forms, user guides, troubleshooting guides, technical runbooks and other operational documents.
• Coordinate the IT document lifecycle, including preparation, review, approval, version control, periodic review, distribution, archival and retirement.
• Work with IT subject-matter experts to convert technical processes into clear, accurate and practical English documentation.
• Identify outdated documents, process gaps and inconsistencies, and follow up document owners to keep IT procedures aligned with current operations.
• Assist with system testing, user acceptance testing, change-control documentation and collection of supporting evidence when required for system changes or validation activities.
• Support internal or external audits by locating IT records, preparing requested evidence and following up documentation actions.
• Follow company information-security, quality, safety and compliance requirements and contribute to continuous improvement of IT support and documentation processes.
• Perform other reasonable IT support and documentation duties as directed by the IT Manager.

Qualifications and Requirements:

• A Bachelor's degree in Information Technology, Computer Science or a related discipline.
• Experience providing Level 1 or Level 2 IT support in a business environment.
• Hands-on knowledge of Windows operating systems, Microsoft 365, computer hardware, software and networking fundamentals.
• Working knowledge of Windows Server, Active Directory, DNS, DHCP, user accounts, permissions and common infrastructure support tasks.
• Excellent professional written English, with the ability to prepare clear, structured and accurate SOPs, user guides and technical documentation.
• Strong troubleshooting and problem-solving skills with attention to detail and accurate record keeping.
• Ability to organise multiple support requests and documentation tasks, manage priorities and follow work through to completion.
• Clear verbal communication skills and the ability to work effectively with users, IT team members, managers and vendors.
• Ability to work independently and collaboratively while handling confidential information appropriately.

Preferred Skills:

• Experience with Windows Server, VMware or Hyper-V, backup and disaster recovery, SharePoint and help desk or ticketing systems.
• Experience preparing or maintaining SOPs, runbooks, work instructions, controlled documents or knowledge-base content.
• Experience in a pharmaceutical, manufacturing or other regulated environment.
• Current Australian driver licence and ability to travel between company sites when required.
• Full Australian working rights with no current or future employer sponsorship requirement.

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