Job Description

Location: Canberra, ACT
n Employment Type: Full-time, 12-month contract
n Level: IT Support / Service Desk – SFIA Level 2–3
n Start: Immediate / Negotiable

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About the Role

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We are seeking a motivated and customer-focused IT Support Officer to join our team in Canberra on a 12-month contract.

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The role will provide day-to-day technical support to users, helping resolve hardware, software, access and connectivity issues while delivering a professional and responsive customer experience. You will work as part of an IT support team and contribute to the smooth operation of the organisation's technology environment.

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This is an excellent opportunity for an IT skilled looking to build their experience across service desk, desktop support and ICT operations.

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Key Responsibilities

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- Provide first and second-level IT support to users via phone, email, service desk and face-to-face channels.
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- Log, prioritise, investigate and resolve incidents and service requests in accordance with agreed service levels.
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- Diagnose and troubleshoot hardware, software, network, printing and connectivity issues.
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- Set up, configure and maintain laptops, desktops, monitors, mobile devices and other IT equipment.
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- Support user account creation, password resets, access requests and permissions.
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- Install and configure standard software and applications.
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- Assist with onboarding and offboarding of employees, including equipment preparation and account access.
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- Escalate complex technical issues to senior technical staff or external service providers when required.
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- Maintain accurate records of incidents, requests, assets and support activities.
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- Assist with ICT asset management, including deployment, recovery and tracking of equipment.
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- Follow established ICT security, privacy, change management and service management procedures.
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- Develop and maintain basic user documentation and knowledge articles.
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- Assist with ICT projects, system upgrades and technology deployments as required.
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- Provide professional and courteous support to users at all levels of the organisation.
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About You

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You will be a customer-focused IT professional who enjoys solving problems and helping people use technology effectively.

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You will ideally have:

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- Previous experience in an IT service desk, helpdesk or desktop support role.
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- Experience supporting Windows PCs, Microsoft 365 and common business applications.
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- Basic knowledge of networking, printers, peripherals and mobile devices.
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- Experience using an IT service management or ticketing system.
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- Strong troubleshooting and problem-solving skills.
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- Good written and verbal communication skills.
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- The ability to explain technical issues in clear, non-technical language.
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- Strong attention to detail and the ability to manage competing priorities.
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- A proactive approach to identifying and resolving user issues.
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- The ability to work independently while contributing effectively to a team.
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- Certificate, diploma or qualification in Information Technology or a related discipline.
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- Experience working in an Australian Government or highly regulated environment.
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- Knowledge of ITIL or service management principles.
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- Experience with Microsoft Entra ID, Intune or endpoint management.
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- Experience supporting users in a Microsoft 365 environment.
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- Current Australian Government security clearance or ability to obtain one.
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What We Offer

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- 12-month contract based in Canberra.
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- Opportunity to work across a broad range of IT support activities.
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- Exposure to enterprise ICT environments and technologies.
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- Supportive and collaborative team workplace.
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- Opportunity to develop your technical and service management skills.
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- Potential exposure to ICT projects and technology improvements.
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📌 IT Support Officer - 12 month term (Canberra)
🏢 Anti-Chaos
📍 Canberra