Job Description

Paxus is seeking multiple ICT Support Analysts / Technical Support Officers to support a major client's learning technology environment.

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This role will suit candidates with strong ICT support experience, clear communication skills and the ability to work in a structured, security-conscious environment. You will provide user support, issue resolution, service request handling and operational support across our clients learning systems.

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You will be working as part of an established support team, assisting users, administrators and stakeholders with technical issues, system access, troubleshooting, documentation and service coordination.

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What you'll be doing

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In this role, you will:

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- Provide Level 1 ICT support to users, administrators and stakeholders
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- Respond to incidents, service requests and support enquiries
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- Triage, troubleshoot and resolve common technical issues
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- Escalate unresolved or complex matters to Level 2 / Level 3 support teams
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- Maintain clear ticket notes, user communications and support records
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- Assist with user guides, FAQs, knowledge articles and support documentation
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- Support recurring issue identification and contribute to service improvement
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- Work within Defence processes, security requirements and service management practices
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- Communicate clearly with technical and non-technical users
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What we're looking for

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You will bring:

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- Experience in ICT helpdesk, service desk or technical support roles
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- Solid troubleshooting and customer service skills




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- Experience working with incident, request or ticket management processes
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- Ability to communicate clearly with users and technical teams
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- Strong documentation and attention to detail
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- Ability to follow structured processes in a secure environment
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- A proactive, professional and team-focused approach
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- University degree in IT or IT related field
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Desirable experience

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Highly regarded but not essential:

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- Experience supporting learning management systems, Moodle or similar platforms
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- Exposure to ITIL / ITSM practices
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- Experience working in Defence, Federal Government or secure environments
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- Familiarity with knowledge base, SOP or FAQ development
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- AGSVA NV1 security clearance
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Security clearance

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An active AGSVA NV1 clearance is preferred, minimum BASELINE clearance required.

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Why apply?

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This is an opportunity to contribute to a high-profile learning technology environment supporting users across our client's organisation.

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You will be part of a structured support team, working in a role that combines ICT support, user engagement, service coordination and documentation

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Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.

📌 Technical Support Officer / ICT Support Analyst (Canberra)
🏢 Paxus - Technology + Digital Talent
📍 Canberra