ICT Support Officer – APS / Government | Baseline Clearance
Location: Barton, Canberra ACT
Work Arrangement: 100% Onsite
Contract: 3 months + possible 3-month extension
Hours: 37.5 hours per week, Monday–Friday
Security Clearance: Current Baseline clearance required
Level: APS5 equivalent
About the Opportunity
We are seeking an experienced ICT Support Officer to join a Business Systems Unit and provide frontline ICT support to staff across Australia and overseas. This is a hands-on ICT support opportunity suited to someone with experience across service desk, helpdesk, desktop support or ICT operations, particularly within an Australian Government or Commonwealth environment.
You will be responsible for troubleshooting and resolving a broad range of hardware, software, network, account and device-related issues while also supporting ICT projects, technology rollouts and ongoing operational activities.
This is a fully onsite role in Barton, Canberra, with the successful candidate required to work from the office Monday to Friday.
Key Responsibilities
- Provide frontline ICT support across hardware, software, network, account and device-related issues.
- Triage, investigate, resolve and escalate incidents and service requests in accordance with agreed service levels.
- Support users across Microsoft on-premises and cloud environments.
- Administer user accounts, devices, software and ICT systems.
- Maintain accurate ICT asset, service and support records.
- Assist with ICT deployments, upgrades, testing, rollouts and implementation activities.
- Support broader ICT projects and operational initiatives.
- Prepare and maintain ICT procedures, user guides, knowledge articles and technical documentation.
- Liaise with internal users, vendors and external service providers to resolve technical issues.
- Identify recurring technical issues and contribute to process and service improvements.
- Support cyber security controls, patching, access management and incident reporting.
- Assist with maintaining reliable and secure ICT services across the organisation.
- Work collaboratively with the broader ICT team to ensure quality outcomes and effective service delivery.
Key Skills & Experience
The successful candidate will ideally have:
- Demonstrated experience providing ICT support, service desk, helpdesk or desktop support services.
- Experience supporting users within an Australian Government/Commonwealth environment.
- Strong troubleshooting skills across hardware, software, networking, user accounts and devices.
- Experience working within Microsoft on-premises and cloud environments.
- Strong analytical and problem-solving capabilities, with the ability to assess issues, identify risks and develop practical solutions.
- Excellent communication skills, with the ability to explain technical issues and solutions to both technical and non-technical users.
- Strong organisational skills and the ability to manage multiple competing priorities and deadlines.
- Experience supporting ICT projects, upgrades, deployments, testing or implementation activities.
- Understanding of ICT security, governance and operational requirements.
- A customer-focused approach and commitment to providing responsive and professional ICT support.
Desirable Experience
The following would be highly regarded:
- Active Directory – on-premises and/or Azure AD / Microsoft Entra ID.
- Understanding and practical application of ITIL principles.
- Experience working with ICT service management/ticketing platforms.
- Previous experience supporting large or geographically distributed user environments.
- Experience within Australian Government or other highly regulated environments.
Mandatory Requirements
Current Baseline security clearance is mandatory.
Candidates must already hold an active Baseline clearance at the time of application. New clearance sponsorship is not available for this opportunity.
Canberra-based: The successful candidate must be available to work 100% onsite in Barton, Canberra, Monday to Friday.
Full-time: 37.5 hours per week. Part-time arrangements cannot be accommodated.
Contract Details
- Initial term: 3 months
- Extension: Possible additional 3 months
- Maximum potential duration: Up to 6 months
- Location: Barton, ACT
- Work arrangement: Fully onsite
- Hours: 37.5 hours per week
- Level: APS5 equivalent
- Security: Current Baseline clearance required
Interested?
If you are an experienced ICT Support / Service Desk / Desktop Support professional with current Baseline clearance and strong Australian Government experience, we would like to hear from you.
Apply now or reach out directly for further information.
Pay: $35.00 – $100.00 per hour
Work Location: In person
