IT Support Volunteer

Beyond Words is a not-for-profit organisation dedicated to celebrating the lives of older Australians living in aged care. We pair residents with trained volunteer biographers to write their life stories and present them to the storyteller, creating meaningful legacies for families and future generations. At the heart of our work is the belief that every life story matters.

The opportunity

We are seeking an IT Support Volunteer to join Beyond Words, providing technical support to our remote staff and volunteers. Working under the direction of the Information Officer, you will troubleshoot everyday issues across Google Workspace, Monday.com and personal devices, support user onboarding and offboarding, and help keep our IT documentation and cyber security awareness up to date.

What You'll Do

IT support to volunteers and staff

• Help staff and volunteers troubleshoot everyday technology issues (Google Workspace: Drive; GMail; Docs, Sheets, Slides; Meet; Monday.com, BYOD devices, printers)

• Support onboarding/offboarding of user accounts and access (Google Workspace)

• Assist with basic device setup and connectivity for volunteers using their own devices

• Help maintain simple, up-to-date documentation of common fixes and processes

• Provide light-touch guidance on cyber security basics (passwords, phishing awareness)

• Provide input into the development of key IT policies and procedures

• Escalate more complex issues to the Information Officer

IT System Admin backup 

• Google Workspace IT and Monday.com IT admin support which may include adding / managing user accounts, Google drive / Monday.com Board and file structure; support with backups and disaster recovery

• Create email signature graphics for new Google accounts and set up signatures (including hotlinks to website and social media)

What We're Looking For

Key skills:

• Problem-solving: Capable of identifying and resolving IT issues; comfortable with everyday tech troubleshooting (Windows/Mac, mobile devices)Strategic thinking — sees the big picture while staying across day-to-day needs.
• Customer service focussed: Patient, clear communicator — happy explaining tech to non-technical people
• Organisational skills: Highly organised and proactive with a strong attention to detail
• Technology proficiency: Proficient in Google Suite and comfortable using project management tools such as Monday.com (highly desirable).

Qualifications:

• Minimum TAFE Certificate IV in Information Technology (or equivalent qualification/experience)

Highly regarded:

• Systems administration experience 
• Experience with CRMs, particularly Monday.com 
• Understanding of HostPapa mail for central mailbox support
• Written communication skills: Ability to draft clear IT policies and procedures (desirable)