APS Level 5

$89,135 - $96,829

Perth

About the Aged Care Quality and Safety Commission The Aged Care Quality and Safety Commission is the national regulator of Australian Government-funded aged care services.

We protect and enhance the safety, health, wellbeing, and quality of life of people receiving aged care. This includes managing complaints and feedback about the care older people receive.

We help build confidence and trust in aged care, by promoting best practice and a culture of safety and quality in the sector. We register providers and hold them to account if they don’t meet expected standards of care.

We work with providers, workers, older people, their families, and supporters to make sure they understand and uphold older people’s rights.

Meet some of our people and learn more about the Commission and our Regulatory Strategy on our website www.agedcarequality.gov.au

About the Team The End User Services team operates as an integral part of the wider Enterprise Service Management section and aims to bridge the gap between technology and people, contributing to a digitally capable, mobile, and collaborative workforce.

We play a critical role in enabling the Commission’s operational effectiveness by ensuring the reliability, accessibility, and usability of end user technology across all office locations. Through the delivery of responsive support services and proactive management of end user environments, the team ensures that Commission staff are equipped with the tools, systems, and technical support they need to work efficiently and securely.

About the Role The End User Services Specialist delivers specialist, end user computing support to Commission users, focusing on the resolution of escalated and complex technical issues that cannot be resolved by first-level support teams. The position also contributes to the stability and continuous improvement of end user services by documenting resolutions, identifying recurring issues, supporting technology rollouts and collaborating with internal Digital teams to improve service quality, user experience and operational outcomes. In some office locations, the End User Services Specialist will be the primary contact point for technology support and regular in-office attendance is required.

Position Duties

Act as the initial escalation point for incidents and requests transferred from internal teams (e.g. Digital Service Centre) and deliver timely diagnosis, troubleshooting and resolution of escalated issues by working collaboratively with internal support teams and external partners

Where required, act as a point of contact for technology support for your office location providing a visible, professional and responsive service delivery function where required.

Undertake advanced fault finding for hardware, operating systems, applications and connectivity issues, applying sound technical judgment to restore services and minimise business impact

Support the deployment,



configuration and maintenance of end user devices and applications, including participating in rollout activities, upgrades and remediation tasks as required.

When required, provide digital support for onsite/offsite events, Executive/VIP support, and assistive technologies.

Assist with the implementation of current technologies, tools or work practices within End User Services, and the wider Enterprise Service Management section as required

Utilise an ITSM tool to log all customer interactions, monitor support queues, take proactive measures to assign, update and follow-up on work items, and contribute to the regular creation and maintenance of support documentation to enable and improve the efficient resolution of support requests

Contribute expertise to uplifting the team’s capability and operational effectiveness by identifying and engaging in (and leading where appropriate) continuous improvement initiatives and project-related activities

Involvement in shared services arrangements and other supporting activities or tasks as directed

Demonstrate a strong ability to communicate effectively with colleagues and stakeholders, including Directors and Senior Executive Staff

Adhere to individual and team performance targets and ensure service levels are met

Position Eligibility Requirements (Selection Criteria) :

To be successful in this role you will need to demonstrate the following:

Demonstrated experience providing escalated (second level) technology support, with a minimum of 12 months experience gained within the past three years, including advanced troubleshooting and resolution of complex issues relating to networks, hardware/software, peripherals and operating systems

Demonstrated advanced skills in endpoint management including application packaging, application deployment, patching, device compliance, device driver management, and/or mobile device management experience

Experience administering enterprise Microsoft 365 environments, including endpoint management, identity and access management, and Microsoft 365 services, with the ability to apply technical expertise to complex operational and user support scenarios

Demonstrated experience using the Microsoft 365 suite to administer user accounts, computers and mobile devices to provide access to resources, deploy software, and keep systems compliant

Proven ability to log, triage, investigate and resolve complex issues, manage competing priorities, provide clear and accurate documentation,



and collaborate with a range of stakeholders to achieve desirable outcomes

Demonstrated verbal, written and interpersonal communication skills

Demonstrated capacity to work effectively both independently and collaboratively whilst maintaining a positive outlook and proactive approach

Ability to obtain and maintain a Baseline security clearance

Position Notes:

Salary offered will be between $89,135 - $96,829 per annum depending on skills and experience. In addition, 15.4% superannuation will be paid.

Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, please visit www.apsc.gov.au/citizenship-aps

Non-ongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months.

Merit Pool established through this selection process may be used to fill this or future ongoing or non-ongoing vacancies.

In your application, please provide a statement of claims against the position eligibility requirements (selection criteria) in no more than 600 words, including what strengths you would bring to the role, and a copy of your CV.

Please complete the application and submit by 11:30pm (AEDT) Wednesday 28 October 2026

Follow our guidelines for candidate use of Artificial Intelligence (AI) throughout the recruitment process.

Please contact our recruitment team on (02) 9633 3262 or [email protected] for assistance with accessing our website or with lodging your application.

Specific questions about the roles can be directed to Marty Day by emailing [email protected] with Position title in the subject line.

Diversity and Inclusion The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff.

The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to the implementation of our Reconciliation Action Plan . The Commission values the unique knowledge and experience of Aboriginal and Torres Strait Islander employees which strengthens and supports our focus on protecting and enhancing the safety, health, wellbeing and quality of life of aged care consumers.

RecruitAbility applies to this vacancy. Under RecruitAbility you will be invited to participate in further assessment activity for the vacancy if you choose to apply under RecruitAbility; declare you have a disability; and meet the minimum requirements for the position. For more information, visit https://www.apsc.gov.au/recruitability.

We provide reasonable adjustments such as access, equipment or other practical support at relevant stages of the recruitment process. Please email [email protected] if you need any adjustments made.

Further information:

For

📌 End User Services Specialist - Perth
🏢 Aged Care Quality and Safety Commission
📍 Perth