Senior Technical Support Officer

- Salary: $100,894 - $114,476 (Plus Superannuation)
- Work Type: Ongoing role
- Usual hours of work: Full time (flexibility may be available)
- Usual work location: 121 Exhibition Street, Melbourne (flexibility may be available)

The Role

Reporting to the Manager, IT Operations, within the DJSIR Information Technology and Workplace Services branch, the End User Senior Technical Support Officer plays a crucial role in providing advanced technical support, expertise and oversight for the department's technology assets. This includes desktops, laptops, printers, AV equipment, and more. The role delivers high-quality second and third-level support, ensuring efficient resolution of complex issues. Additionally, the role involves advising the Manager in monitoring, measuring, and enhancing the performance of the service, with a focus on continuous improvement and excellence in customer support.

Main accountabilities:

- Lead coordination with outsourced IT hardware and service providers to resolve complex user issues, ensuring adherence to elevated service expectations and contractual obligations.
- Take responsibility for the procurement and management of computer hardware orders, overseeing the entire lifecycle from order placement to delivery.
- Implementation of processes to support ongoing use, development and quality of Service Now Hardware Asset Management module.
- Utilise links between various platforms to manage procurement and financial requirements.

The Team





The position of Senior Technical Support Officer forms a part of the Information Technology & Workplace Services branch within the Corporate Services group.

The Corporate Services group consists of specialist functions including finance, investment and procurement, performance and governance, legal and legislation, people and culture, information technology and workplace services and emergency management. . IT&WS; offers a range of end-user focused systems and services to the organisation both directly and through third-party providers and provides governance and assurance for systems and services delivered by other groups and agencies.

About You

The successful candidate will ideally have the following skills and experience:

- Technology support experience: Demonstrated IT skills and experience in providing desktop support, customer service and problem solving/troubleshooting in multi-platform environments in large organisations.
- Customer focus: Listens to customers; Proactive and self-starting; Actively seeks to meet customer needs; Seeks ways to improve services; Committed to delivering high quality outcomes for clients.
- Relationship building: Establishes and maintains relationships with people at all levels; Promotes harmony and consensus through diplomatic handling of disagreements; Forges helpful partnerships with people across business areas,



functions and organisations; Builds trust through consistent actions, values and communication; Minimizes surprises.
- A tertiary degree in Information Technology would be well regarded.

Further Information

For a confidential discussion, please contact Ed MacArthur on [email protected]

The Department is committed to creating and maintaining a child safe organisation. We have zero tolerance of child abuse and are committed to taking the necessary steps to protect children from harm by adopting a preventative, proactive and participatory approach to child safety in accordance with the Child Safe Standards.

Successful candidates will be required to undergo a National Police Records Check prior to commencing employment with the Department. For further information on the position, please refer to the attached position description.

Please note: We are committed to inclusive recruitment. If you require an adjustment to participate in any stage of the recruitment process or have a particular requirement to be communicated with by either telephone or email only, please notify the DJSIR Talent Acquisition Team on 0472 875 685, or via email at [email protected] with the position number in the subject line.

How to Apply

Please click the `Apply Now' button. As part of the application process, you will need to provide a copy of your resume and a cover letter addressing the key selection criteria outlined in the position description.

Applications close at 23:59pm on 12 August 2026.

📌 Senior Technical Support Officer (CBD)
🏢 Department of Jobs, Skills, Industry and Regions
📍 CBD