Technology Support Officer

About our Organisation

Youth Off The Streets is a not‑for‑profit organisation that provides safety, support and opportunities for young people to build a positive future. Our services include alternative high school education, crisis accommodation and housing support, alcohol and other drugs counselling, youth justice programs, life skills and employment pathways, cultural support and community engagement.

We focus on early intervention and community‑led support that empowers young people, strengthens families and builds safer, more connected communities. Our work is grounded in trauma‑informed practice and guided by The Sanctuary Model, ensuring safety, emotional wellbeing and collaboration are at the heart of everything we do.

About the Role

Technology plays a vital role in enabling our teams to deliver safe, effective and responsive services to children and young people. As a Technology Support Officer, you will provide high‑quality Level 1 and Level 2 technical support to staff across Youth Off The Streets.

Reporting to the Technology Senior Manager, this role is the first point of contact for IT support, assisting users with day‑to‑day technology needs through phone, email, face‑to‑face and remote support. You’ll use your technical knowledge and strong customer service skills to research, analyse and resolve issues, ensuring services are delivered within agreed service levels.

This is a hands‑on, customer‑focused role suited to someone who enjoys problem‑solving, supporting end users and contributing to a collaborative IT environment that directly supports frontline teams.

This position is based at our Head Office in Alexandria, with occasional travel to other YOTS sites.

What you'll do

· Provide timely Level 1 and Level 2 technical support to end users
· Diagnose, troubleshoot and resolve hardware, software, network and connectivity issues
· Log and manage IT Service Desk tickets, ensuring accurate and up‑to‑date records
· Develop user guides, technical documentation and knowledge base articles
· Maintain IT asset registers and related databases
· Generate service desk reports as required
· Liaise with IT suppliers and vendors to support service delivery
· Contribute to IT projects under the guidance of the Technology Senior Manager
· Assist with IT administration, including processing IT‑related invoices
· Perform other duties appropriate to the classification as required

What you'll bring

· Diploma or tertiary qualification in Information Technology, Network Engineering or equivalent relevant experience
· Experience working in an IT Service Desk or technical support environment
· Experience supporting Microsoft Windows in a networked environment
· Knowledge of TCP/IP network troubleshooting
· Strong customer service skills and the ability to communicate technical information clearly
· Ability to work effectively within a team and manage competing priorities
· A professional approach, strong attention to detail and commitment to confidentiality
Desirable:
· ITIL Foundation certification
· Experience supporting 3CX VoIP systems
· Experience supporting Meraki environments
· Current industry certifications

Why you'll love working with us

Culture – Inclusive, collaborative and purpose‑driven

Wellbeing – One YOTS Balance program, EAP, self‑care days

Growth – Learning, development and recognition

What we offer

• Salary packaging: $15,900 tax‑free + $2,650 meal & entertainment

• EAP for yourself and your family

• Additional leave (purchased leave, gifted leave, self‑care leave)

• Onsite parking available

• Access to Fitness Passport

• Supportive, values‑driven team

To Apply

Please include your resume with contact details and a cover letter addressing the essential criteria (maximum 2 pages).

Youth Off The Streets embraces The Sanctuary Model as the foundation of our organisational culture. This trauma‑informed framework guides how we support young people and staff, prioritising safety, emotional wellbeing and resilience. It shapes our approach to conflict resolution, crisis intervention and healing from trauma creating a safe, inclusive and supportive environment for all.

We are committed to diversity, equity and inclusion. These values are part of who we are and how we work. We actively encourage, support and celebrate the diverse voices and strengths of our people. This diversity fuels innovation, deepens connection and strengthens the impact we have in the communities we serve.

Youth Off The Streets is an EEO employer and a child‑safe organisation. This is a rare opportunity to join a passionate, high‑profile not‑for‑profit that values the young people of today and tomorrow and the people who support them.

The successful candidate will be required to hold a NSW Working With Children Check, Police Check, a valid Australian Driver Licence, and unrestricted Australian working rights.

We strongly encourage Aboriginal and Torres Strait Islander people to apply.