Initial Contract Duration: 3 Months
Extension term details: 3 Months
Number of extensions: 1
Location: ACT
Security Requirements: Must have Baseline clearance
Working Arrangements: OnsiteAustralian Capital Territory (100% office based in Barton)
Maximum
hours: 37.5 hours per week
Job details
The ICT Support Officer provides frontline ICT support services to Department staff
in Australia and overseas.
The role is responsible for responding to helpdesk
requests, 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), the
position contributes to the delivery of reliable and customer-focused ICT
services while supporting broader ICT projects and operational activities.
The
role requires strong communication skills, sound problem-solving abilities, and
a commitment to delivering high-quality customer service.
Key duties and responsibilities
The successful candidate will:Duties:
Provide ICT support for hardware, software, network, account
and device issues.
Triage, resolve and escalate 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:
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.
Essential Criteria
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 workplace.
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 workplace.
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.
Desirable Criteria
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
If you wish to have a confidential discussion, call us on 02
********* or ******** *** for more information.

📌 Aps5 Ict Project Officer (Canberra)
🏢 SoftLabs
📍 Canberra