Australian Department of Veterans' Affairs – Melbourne VIC

The ICT Operations and Support Section, part of the Technology Operations Branch, delivers ICT support to DVA business and provides a key link to ICT Shared Services delivered by Services Australia. The section coordinates support and resolution for ICT incidents, service requests, equipment requirements and operational projects, ensuring staff can access reliable and fit-for-purpose technology services.

The ICT Support Officer works as part of the ICT Equipment and Support function to provide ICT equipment, onsite support and helpdesk support to national and state-based staff. This includes supporting the ICT Support and Equipment mailboxes, helpdesk phone arrangements and equipment request processes.

The ICT Support Officer must be a strong communicator with the ability to build positive working relationships with team members, DVA staff and shared service providers. The role requires sound judgement, customer focus, attention to detail and the ability to manage competing priorities in a busy operational environment. Experience in customer service, ICT support or helpdesk operations would be highly regarded.

The ICT Operations and Support Section, part of the Technology Operations Branch, delivers ICT support to DVA business and provides a key link to ICT Shared Services delivered by Services Australia. The section coordinates support and resolution for ICT incidents, service requests, equipment requirements and operational projects, ensuring staff can access reliable and fit-for-purpose technology services.

The ICT Support Officer works as part of the ICT Equipment and Support function to provide ICT equipment, onsite support and helpdesk support to national and state-based staff. This includes supporting the ICT Support and Equipment mailboxes, helpdesk phone arrangements and equipment request processes.

The ICT Support Officer must be a solid communicator with the ability to build positive working relationships with team members, DVA staff and shared service providers. The role requires sound judgement, customer focus, attention to detail and the ability to manage competing priorities in a busy operational environment.



Experience in customer service, ICT support or helpdesk operations would be highly regarded.

The key duties of the position include:

- Provide onsite and remote ICT support to DVA staff for end-user equipment including Surface Pro devices, laptops, telephones, mobile devices, video conferencing equipment, printers and other ICT equipment
- Support flexible and hybrid work arrangements by assisting with the provision, configuration and troubleshooting of approved ICT equipment
- Manage ICT assets including registration, tracking, asset tagging, allocation, stocktake activities, delivery coordination and return or replacement of faulty equipment
- Monitor ICT Equipment Management, ICT Support and Equipment mailboxes and provide clear written or verbal advice to staff on ICT requests and queries
- Undertake daily helpdesk phone duties and assist with analysis, diagnosis and resolution of ICT issues, including collaboration tools, connectivity, device access and system access matters
- Support protected environment administration and related operational processes, including account setup, access troubleshooting and escalation of more complex issues
- Assist with project activities, process improvements, reporting and ad hoc ICT requests as required.

Eligibility

- Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
- All applicants external to DVA offered employment will be required to successfully undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.
- The successful candidate will be required obtain and maintain a Baseline Vetting (AGSVA) security clearance.

Notes





This recruitment process is being used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Candidate Information Pack.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

Successful applicants engaged into the APS will be subject to a probation period.

DVA embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds. We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and encourage applications from people with disability, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds. Take on a rewarding, varied, and broad career with an Australian Public Service Department that can bring balance and flexibility to your working life, while supporting you to stay connected to your community.

DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.

Getting to know the Department of Veterans' Affairs

The Department of Veterans’ Affairs (DVA) exists to fulfil the nation’s duty to support our serving and ex-serving Australian Defence Force members and their families. We do this through programs of care, compensation, commemoration, income and Defence support services. Our aim is to enhance self-sufficiency, quality of life, financial wellbeing and community recognition for those we support.DVA is both a policy and service delivery agency. We have strong relationships with Australian ex-service organisations, Federal and State Government agencies and the veteran community.DVA’s vision is to honour veterans, and empower them and their families to continue life after service, within a society that understands and values their military service and their ongoing contribution to the community.

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📌 ICT Support Officer (Melbourne)
🏢 Australian Department of Veterans' Affairs
📍 Melbourne