Paxus is seeking a

Technical Support Officer to join an established ICT support team delivering Level 1 user support within a secure Federal Government setting.

This is a hands-on support role for someone who enjoys helping users, solving problems and being part of a team that relies on consistent, dependable service.

Just as importantly, we are looking for someone who wants to commit to the role. This environment takes time to learn and strong support teams depend on people who turn up, take ownership of their work and become a reliable part of the team. If you are looking for a role where you can settle in, build your knowledge and make a genuine contribution over time, we would like to hear from you.

The role Working as part of an integrated support team, you will provide Level 1 ICT support to users, administrators and stakeholders across a specialised technology environment.

Your responsibilities will include:

Providing first-level support for user enquiries, incidents and service requests

Triaging and troubleshooting common technical, system and access issues

Logging, categorising and maintaining accurate support tickets

Resolving issues within your level of responsibility and escalating more complex matters to Level 2 or Level 3 teams

Keeping users informed of ticket progress, next steps and resolution activities

Maintaining clear and accurate ticket notes and support records

Following established ITSM processes, workflows and escalation pathways

Identifying recurring issues and contributing to service improvement activities

Developing and updating FAQs, user guides,



knowledge articles and standard operating procedures

Documenting common fixes and troubleshooting steps

Supporting routine operational activities and documentation updates

Participating in team meetings and support coordination activities

Escalating risks, blockers and service issues early

Working within required security, information-handling and access procedures

What we're looking for You don't need to be a senior engineer. You do need to be someone who takes Level 1 support seriously and understands that good service comes from communication, follow-through and getting the basics right.

You will ideally have:

Previous experience in an ICT helpdesk, service desk, desktop support or technical support role

Strong customer service and user support skills

The ability to troubleshoot common ICT issues using structured processes

Experience using ticketing, incident or service request systems

Clear written and verbal communication skills

Strong attention to detail, particularly when documenting support activity

The ability to follow established procedures and escalation processes

A collaborative approach to working within a support team

A reputation for being reliable,



accountable and following tasks through to completion

Experience with

ITIL/ITSM environments, learning management systems such as Moodle, knowledge management, or Federal Government ICT environments would be highly regarded.

The person we're looking for Technical ability matters, but for this role attitude and reliability matter just as much.

We are looking for someone who:

Takes ownership of the work assigned to them

Communicates early when there is a problem

Is comfortable working within established processes

Keeps accurate records rather than relying on others to fill in the gaps

Treats users professionally, even when issues are repetitive or frustrating

Supports their teammates and contributes to a positive service culture

Wants to become a dependable member of the team rather than simply use the role as a short-term stepping stone

Security requirements An

AGSVA NV1 clearance is preferred , however candidates holding a

Baseline clearance are also encouraged to apply.

Australian citizenship and the ability to obtain and maintain the required Australian Government security clearance will be required.

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.

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📌 Level 1 Support Officer (Canberra)
🏢 Paxus
📍 Canberra