ABOUT THE COMPANY

Our client is a Commonwealth government agency based in Barton, ACT. It supports staff across Australia and a network of colleagues working overseas, so reliable ICT is not a back-office nicety, it is what keeps the organisation running. The ICT function sits within a compact Business Systems Unit, which means less bureaucracy, faster decisions and direct contact with the people you support.

ABOUT THE ROLE

This is a hands-on frontline ICT support role at APS5 equivalent level. You will be the first point of contact for staff when something breaks, triaging and resolving incidents, administering accounts and devices, and escalating what needs escalating. Alongside the day-to-day queue you will support ICT projects, upgrades and rollouts, and help tighten the procedures and knowledge articles the team relies on.

The role is 100 percent onsite in Barton. That is deliberate, not negotiable: a good part of the job is physically maintaining user and building ICT hardware.

DUTIES

- Provide frontline support across hardware, software, network, account and device issues
- Triage, resolve and elevate incidents and service requests against agreed service levels
- Administer user accounts, systems, devices, software and ICT asset records
- Support ICT projects, upgrades, testing and rollouts
- Prepare and maintain ICT procedures, user guides and knowledge articles

SKILLS AND EXPERIENCE

- Demonstrated ICT support experience in the Australian Public Service, in a Microsoft on-premise and cloud workplace
- Sound troubleshooting and judgement:



you can analyse an issue, weigh the risk and recommend a practical fix
- Clear communicator with technical and non-technical staff alike
- Able to juggle competing priorities and hold service levels in a busy queue
- Active Directory on-premise and Azure AD experience, and a working understanding of ITIL, are both well regarded

CULTURE

Small team, high visibility, no hiding behind a ticket queue. Customer service is treated as part of the technical job, not separate from it. Security and governance are taken seriously and you will be expected to follow them. People here notice when you improve something rather than just close it. Professionalism and integrity matter more than heroics.

BENEFITS

- Federal government contract with a genuine extension on the table
- Barton location, well served by public transport and close to the Parliamentary Triangle
- Exposure to both on-premise and cloud Microsoft environments in a secure setting
- Standard 37.5 hour week, so the role holds its shape
- A clean, current government contract to put on your record

ELIGIBILITY

You must be an Australian citizen and able to obtain a Baseline security clearance. Candidates who already hold a current or reinstatable Baseline will be preferred.

ADDITIONAL INFORMATION

- 3 month contract with a 3 month extension on offer, starting early September
- Frontline ICT support in a small Business Systems Unit where your work is seen
- Microsoft on-premise and cloud environment: Active Directory, Azure AD, Microsof

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📌 ICT Support Officer | Federal Government | Barton ACT (Melbourne)
🏢 Exceed Global
📍 Melbourne