Role DescriptionWe are seeking a reliable, service-oriented, and technically minded IT Support Civil Servant to assist with day-to-day technology operations and provide effective technical support to employees, departments, and authorized users. This role is responsible for responding to IT support requests, troubleshooting common hardware and software issues, maintaining user access, and supporting the reliable operation of workplace technology systems.

The successful candidate will provide first-level technical assistance through approved support channels, including helpdesk platforms, email, phone, and in-person support where required. You will receive, record, categorize, prioritize, and follow up on technical requests while ensuring users receive clear communication regarding the progress and resolution of their issues.

The role involves troubleshooting common problems related to computers, laptops, printers, monitors, mobile devices, operating systems, applications, network connectivity, email, user accounts, and peripheral equipment. You will diagnose issues systematically, apply approved solutions, document actions taken, and escalate complex problems to specialized technical teams when necessary.

You will assist with user account administration, password resets, access requests, software installation, device configuration, and basic permissions management in accordance with established government IT policies and security procedures. You will ensure that access-related activities are properly documented and approved.

The position requires supporting the deployment, configuration, maintenance, and replacement of IT equipment. Responsibilities may include preparing workstations, installing approved software, configuring devices, updating systems, checking equipment functionality, maintaining asset records, and coordinating repairs or replacements.

You will maintain accurate records within IT service management systems, asset databases, and administrative platforms. Responsibilities include updating support tickets, documenting troubleshooting steps, recording equipment information,



tracking outstanding requests, and maintaining clear technical documentation.

The role also involves assisting with IT security and compliance activities. You will follow established procedures for password management, access control, software updates, endpoint security, data protection, device handling, and incident reporting. You will promptly escalate suspected security incidents or unusual system activity to the appropriate security or IT personnel.

You will work closely with government departments, internal users, IT administrators, network teams, cybersecurity personnel, vendors, and other stakeholders to resolve technical issues and support efficient public-sector operations. You may also assist with technology rollouts, system upgrades, user training, and digital transformation initiatives.

The position requires maintaining professionalism, confidentiality, and a strong commitment to public service when handling government systems and information. Strong communication, patience, problem-solving ability, attention to detail, and willingness to learn are essential for providing dependable IT support and maintaining effective digital services.

Qualifications

- Basic understanding of IT support, helpdesk operations, computer systems, and workplace technology.
- Knowledge of Windows, Microsoft 365, common office applications, email systems, printers, and basic computer hardware.
- Basic understanding of networking concepts such as IP addresses, DNS, Wi-Fi, LAN, VPN, and internet connectivity.
- Familiarity with troubleshooting hardware, software, operating system, application, and connectivity issues.
- Basic understanding of user account management, password resets, access permissions,



and authentication processes.
- Familiarity with IT service management and ticketing platforms such as ServiceNow, Jira Service Management, Zendesk, or similar systems.
- Strong customer service and communication skills with the ability to assist users patiently and professionally.
- Ability to explain technical instructions clearly to users with different levels of technical knowledge.
- Strong problem-solving and analytical skills with a structured approach to diagnosing technical issues.
- Strong attention to detail when recording incidents, updating tickets, configuring devices, and maintaining technical records.
- Familiarity with computer hardware, peripherals, mobile devices, printers, scanners, and other workplace technology.
- Basic understanding of cybersecurity principles, endpoint protection, access control, password security, and data privacy.
- Ability to follow established IT policies, government procedures, security requirements, and operational guidelines.
- Understanding of confidentiality and responsible handling of sensitive organizational and user information.
- Ability to document troubleshooting steps, resolutions, equipment information, and support activities accurately.
- Familiarity with Microsoft Active Directory, Azure Active Directory/Entra ID, endpoint management, or device management platforms is advantageous.
- Basic knowledge of IT asset management, software deployment, system updates, and equipment lifecycle processes.
- Familiarity with remote support tools and digital collaboration platforms is advantageous.
- Ability to work effectively with IT teams, government departments, employees, vendors, and other stakeholders.
- Strong organizational and time management skills with the ability to prioritize multiple support requests.
- Willingness to learn recent government systems, IT technologies, cybersecurity practices, and digital service platforms.
- Professionalism, integrity, reliability, accountability, discretion, and commitment to providing high-quality public-sector IT support.

📌 IT Support Civil Servant (Entry / Junior Level) (Australia)
🏢 وظائف السعودية | Saudi Arabia job
📍 Australia