Paxus is seeking multiple ICT Support Analysts / Technical Support Officers to support a major client's learning technology environment.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.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.What you'll be doingIn this role, you will:Provide Level 1 ICT support to users, administrators and stakeholdersRespond to incidents, service requests and support enquiriesTriage, troubleshoot and resolve common technical issuesEscalate unresolved or complex matters to Level 2 / Level 3 support teamsMaintain clear ticket notes, user communications and support recordsAssist with user guides, FAQs, knowledge articles and support documentationSupport recurring issue identification and contribute to service improvementWork within Defence processes, security requirements and service management practicesCommunicate clearly with technical and non-technical usersWhat we're looking forYou will bring:Experience in ICT helpdesk,



service desk or technical support rolesStrong troubleshooting and customer service skillsExperience working with incident, request or ticket management processesAbility to communicate clearly with users and technical teamsStrong documentation and attention to detailAbility to follow structured processes in a secure environmentA proactive, professional and team-focused approachUniversity degree in IT or IT related fieldDesirable experienceHighly regarded but not essential:Experience supporting learning management systems, Moodle or similar platformsExposure to ITIL / ITSM practicesExperience working in Defence, Federal Government or secure environmentsFamiliarity with knowledge base, SOP or FAQ developmentAGSVA NV1 security clearanceSecurity clearanceAn active AGSVA NV1 clearance is preferred, minimum BASELINE clearance required.Why apply?
This is an chance to contribute to a high-profile learning technology environment supporting users across our client's organisation.You will be part of a structured support team, working in a role that combines ICT support, user engagement, service coordination and documentationPaxus 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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📌 Technical Support Officer / Ict Support Analyst (Canberra)
🏢 Paxus - Technology + Digital Talent
📍 Canberra