Paxus is seeking multiple ICT Support Analysts / Technical Support Officers to support a major client's learning technology environment.
This role will suit candidates with strong ICT support experience, clear communication skills and the ability to work in a structured, security-conscious setting.
You will provide user support, issue resolution, service request handling and operational support across our clients learning systems.
You will be working as part of an established support team, assisting users, administrators and stakeholders with technical issues, system access, troubleshooting, documentation and service coordination.
What you'll be doing
In this role, you will:
Provide Level 1 ICT support to users, administrators and stakeholders
Respond to incidents, service requests and support enquiries
Triage, troubleshoot and resolve common technical issues
Escalate unresolved or complex matters to Level 2 / Level 3 support teams
Maintain clear ticket notes, user communications and support records
Assist with user guides, FAQs, knowledge articles and support documentation
Support recurring issue identification and contribute to service improvement
Work within Defence processes, security requirements and service management practices
Communicate clearly with technical and non-technical users
What we're looking for
You will bring:
Experience in ICT helpdesk, service desk or technical support roles
Strong troubleshooting and customer service skills
Experience working with incident, request or ticket management processes




Ability to communicate clearly with users and technical teams
Strong documentation and attention to detail
Ability to follow structured processes in a secure environment
A proactive, professional and team-focused approach
University degree in IT or IT related field
Desirable experience
Highly regarded but not essential:
Experience supporting learning management systems, Moodle or similar platforms
Exposure to ITIL / ITSM practices
Experience working in Defence, Federal Government or secure environments
Familiarity with knowledge base, SOP or FAQ development
AGSVA NV1 security clearance
Security clearance
An active
AGSVA NV1 clearance
is preferred, minimum BASELINE clearance required.
Why apply?
This is an opportunity to contribute to a high-profile learning technology environment supporting users across our client's organisation.
You will be part of a structured support team, working in a role that combines ICT support, user engagement, service coordination and documentation
To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Rashmi Kapse on email ****** and quote the ****** job reference number.
Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability.
If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.

📌 Technical Support Officer / Ict Support Analyst (Canberra)
🏢 Paxus
📍 Canberra