Security Requirements: Must have Baseline clearance
Working Arrangements: OnsiteAustralian Capital Territory (100% office based in Barton)
Maximumhours: 37.5 hours per week
Job details
The ICT Support Officer provides frontline ICT support services to Department staffin Australia and overseas. The role is responsible for responding to helpdeskrequests, resolving routine ICT issues, maintaining accurate service records,and supporting the deployment and management of ICT equipment.
Working as part of the Business Systems Unit (BSU), theposition contributes to the delivery of reliable and customer-focused ICTservices while supporting broader ICT projects and operational activities. Therole requires robust communication skills, sound problem-solving abilities, anda commitment to delivering high-quality customer service.
Key duties and responsibilities
The successful candidate will:Duties:
Provide ICT support for hardware, software, network, accountand device issues.
Triage, resolve and elevate service requests and incidentsin line with service levels.
Administer user accounts, systems, devices, software and ICTasset records.
Support ICT projects, upgrades, testing, rollouts andimplementation activities.
Prepare and update ICT procedures, user guides and knowledgearticles.
Liaise with staff, vendors and service providers to supportICT service delivery.
Identify recurring issues and contribute to service andprocess improvements.
Support cyber security controls, patching, access managementand incident reporting.
As this is a Helpdesk role, and will require maintenance ofuser and building ICT hardware,this role is 100% office-based
Essential experience & requirements:
Demonstrated experience providing responsive ICTsupportin the Australian Public Service, troubleshooting technicalissues, supporting users,



maintaining ICT systems and contributing to reliableservice delivery in a Microsoft on-prem & cloud environment.
Demonstrated ability to analyse ICT issues, apply soundjudgement, identify risks, develop practical solutions, and makerecommendations that improve systems, processes, or user outcomes.
Demonstrated ability to communicate clearly with technicaland non-technical stakeholders, providing advice and supporting users with ICTissues.
Demonstrated ability to manage competing priorities, monitorprogress, meet deadlines, support ICT projects or operational tasks, anddeliver quality outcomes in a busy service environment.
Demonstrated ability to work collaboratively, support teamcapability, act with professionalism and integrity, follow ICT security andgovernance requirements, and contribute positively to APS workplace culture.
Demonstrated experience providing responsive ICT support inthe Australian Public Service, troubleshooting technical issues, supportingusers, maintaining ICT systems and contributing to reliable service delivery ina Microsoft on-prem & cloud environment.
Demonstrated ability to analyse ICT issues, apply soundjudgement, identify risks, develop practical solutions, and makerecommendations that improve systems, processes, or user outcomes.
Demonstrated ability to communicate clearly with technicaland non-technical stakeholders, providing advice and supporting users with ICTissues.
Demonstrated ability to manage competing priorities, monitorprogress, meet deadlines, support ICT projects or operational tasks, anddeliver quality outcomes in a busy service environment.
Demonstrated ability to work collaboratively, support teamcapability, act with professionalism and integrity, follow ICT security andgovernance requirements, and contribute positively to APS workplace culture.
Experience in Active Directory on premise and Azure AD
Demonstrated understanding of ITIL principles
Application Deadline: Monday, 31 August ****
Expected Start Date: Monday, 07 September ****
Job Type: Contract
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