Company Description

Context 11 is a boutique transformation company, specialising in project and change management services to support the Australian Public Service (APS).

We are recognised as a trusted partner to a number of agencies, with a reputation for strong delivery and exceptional outcomes.

Role Description The ICT Project Support Officer is a full-time, in office role based in Forrest, Canberra, providing frontline ICT support services to staff in Australia and overseas.

Initial contract duration

3 months

Extension term

3 months

They key duties include:

- Providing ICT support for hardware, software, network, account and device issues.
- Triaging, resolving and escalating service requests and incidents in line with service levels.
- Administering user accounts, systems, devices, software and ICT asset records.
- Supporting ICT projects, upgrades, testing, rollouts and implementation activities.
- Preparing and updating ICT procedures, user guides and knowledge articles.
- Liaising with staff, vendors and service providers to support ICT service delivery.
- Identifying recurring issues and contributing to service and process improvements.
- Supporting cyber security controls, patching, access management and incident reporting.

As this is a Helpdesk role,



and will require maintenance of user and building ICT hardware, this role is 100% office-based

Essential Experience:

- Current minimum Baseline is essential
- Demonstrated experience providing responsive ICT support in the Australian Public Service , troubleshooting technical issues, supporting users, maintaining ICT systems and contributing to reliable service delivery in a Microsoft on-prem & cloud environment.
- Demonstrated ability to analyse ICT issues, apply sound judgement, identify risks, develop practical solutions, and make recommendations that improve systems, processes, or user outcomes.
- Demonstrated ability to communicate clearly with technical and non-technical stakeholders, providing advice and supporting users with ICT issues.
- Demonstrated ability to manage competing priorities, monitor progress, meet deadlines, support ICT projects or operational tasks, and deliver quality outcomes in a busy service environment.
- Demonstrated ability to work collaboratively, support team capability, act with professionalism and integrity, follow ICT security and governance requirements, and contribute positively to APS workplace culture.

📌 ICT Project Support Officer (Canberra)
🏢 Context 11
📍 Canberra