Job Description - Senior Technical Support Officer (0000BDSK)

Senior Technical Support Officer - 0000BDSK

- Temporary Full-Time up to 30 June 2029

About us

The NSW Police Force (NSWPF) is one of the largest police forces in the western world, with more than 20,000 employees, including more than 4,000 administrative employees who support the sworn officers that provide a range of law and order services 24 hours a day, seven days a week to the socially, geographically and culturally diverse community of NSW.

About the role

We have an opportunity for a Senior Technical Support Officer to be part of our Digital Workplace Platform team within our Technology and Communication Services Command . The Senior Technical Support Officer oversees and leads the Technical team and supports, develops and maintains the command’s ICT systems, providing broad-ranging support and a focus on customer service.

The Senior Technical Support Officer provides advanced technical leadership and specialist support across Field Technical Services and Field Support functions, delivering complex field-based and operational support services for digital workplace technologies across the NSW Police Force. The role is responsible for providing expert technical support, troubleshooting and resolution of complex incidents affecting end-user computing, Azure Virtual Desktop, Tech Bar, mobility solutions, print management services and other specialised end-user and digital workplace technologies.

The position leads technical investigations and problem management activities, identifies opportunities for service improvement, and develops practical solutions that enhance service reliability, user experience and operational outcomes. The role provides technical oversight and support for operational events,



major incidents, hardware testing and technology deployments, while ensuring the consistent delivery of high-quality support services across metropolitan and regional environments.

The role provides technical leadership, guidance and mentoring to support teams, coordinating resources and technical response activities across diverse operational environments. Working collaboratively with support teams, vendors and stakeholders, the position contributes to technology refresh, workplace modernisation and service improvement initiatives while promoting technical excellence, knowledge sharing, operational resilience and continuous improvement across support services.

On a day-to-day basis, the role is responsible for:

- Providing advanced technical support and expert troubleshooting for complex end-user computing incidents impacting desktops, laptops, virtual desktops, mobility devices and workplace technologies.
- Act as a subject matter expert for Digital Workplace technologies, providing technical leadership, coaching and training to Field Support teams to support the adoption and operational support of Azure Virtual Desktop (AVD), Tech Bar services, Modern Management (Microsoft Intune and Autopilot), mobility solutions and other emerging end-user computing technologies. Driving capability uplift,



knowledge sharing and technical readiness across support teams is a key responsibility of the role.
- Diagnosing and resolving escalated issues relating to Azure Virtual Desktop (AVD), including user connectivity, performance, profile management, application delivery and virtual desktop experience.
- Providing specialist support for Up-to-date Management technologies, including Microsoft Intune, Autopilot and device enrolment.
- Supporting and troubleshooting mobility solutions, including Android and iOS devices, security controls, device provisioning, enrolment and lifecycle management.
- Delivering technical expertise and high-touch customer support through a new Tech Bar service, assisting users with device issues, technology onboarding, configuration, troubleshooting and service requests.
- Investigating and resolving complex issues affecting end-user computing environments, including operating systems, applications, authentication, device performance, hardware failures and workplace productivity tools.
- Providing specialist support for enterprise print management services, including printer deployment, configuration, connectivity, driver management and print service availability.
- Performing detailed root cause analysis and problem management activities to identify recurring issues, implement permanent fixes and improve service reliability.
- Managing major incidents and high-priority technical issues, coordinating technical response activities with support teams, vendors and stakeholders to restore services as quickly as possible.
- Conducting technical testing, validation and evaluation of new hardware, software and digital workplace technologies to support continual service improvement and ope

📌 Senior Technical Support Officer (Sydney)
🏢 NSW Police Force
📍 Sydney