- Provide ICT support for hardware, software, network, account and device issues.
- Triage, resolve and escalated service requests and incidents in line with service levels.
- Administer user accounts, systems, devices, software and ICT asset records.
- Support ICT projects, upgrades, testing, rollouts and implementation activities.
- Prepare and update ICT procedures, user guides and knowledge articles.
- Liaise with staff, vendors and service providers to support ICT service delivery.
- Identify recurring issues and contribute to service and process improvements.
- Support 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 & requirements:

- Demonstrated experience providing responsive ICT supportin 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 setting.
- 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.

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📌 ICT Project Officer (Canberra)
🏢 Jaylirra
📍 Canberra