About Us
We create thriving places and connected communities. We plan, build and maintain Victoria’s transport, planning and land services. We are committed to a safe, inclusive and high-performing workplace.
We welcome applicants from diverse backgrounds and are committed to creating a safe, inclusive workplace where our people can thrive and do meaningful work.
About the role
The End User Technical Support Consultant reports to the End User Support (EUS) Technical Support Team Leader within Enterprise Technology, plays a critical role in delivering both first and second level support, specialising in onsite support for all DTP-issued laptops, desktops, printers, and mobility solutions within the corporate standard operating environments (SOE). This position serves as a primary escalation point for complex hardware/software incidents that cannot be resolved at the initial support level, ensuring efficient diagnosis and resolution of technical issues. Additionally, the consultant manages the fulfillment of new hardware and software requests, maintaining seamless end-user operations and supporting organisational productivity.
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We are seeking a proactive professional who applies critical thinking to resolve complex issues, confidently navigates digital and technological tools, and tailors communication to meet the needs of diverse stakeholders and customers. You will work collaboratively to drive continuous improvement, create a strong sense of purpose, and deliver meaningful outcomes aligned to organisational priorities and community impact.
Position Outcomes/Accountabilities
You’re someone who:
- Uses professional judgment to deliver high-quality first and second level ICT support for DTP-issued devices, ensuring users can access applications and services efficiently through appropriate hardware and software.
- Provides excellent customer service by resolving issues effectively using end-to-end incident and problem management, enabling staff to work smoothly with their ICT devices.
- Identifies and analyse recurring technical problems, developing innovative solutions to prevent future incidents and improve IT infrastructure services.- Offer clear advice to stakeholders to help them choose the right ICT devices and systems that meet their business needs and goals.
- Supports and trains team members, maintaining accurate documentation of work instructions to ensure quick and effective incident resolution across the team.
- SFIA (Global Competency Framework)
- Incident Management (SFIA Level 3) - Prioritises and diagnoses incidents using established procedures and tools, ensuring timely resolution. Escalates complex issues appropriately and maintains clear communication throughout the process. Contributes to identifying recurring problems to support ongoing service improvements.
- Customer Service Support (SFIA Level 3) - Serves as a routine contact for customers, handling a variety of inquiries and service requests efficiently. Provides clear guidance and escalates issues when needed to ensure customer satisfaction. Builds positive relationships by delivering consistent and professional support
Qualifications and experience
You’ll bring:
- ITIL v3/ v4 Foundation Certified. (mandatory)
- Solid understanding of Information Technology Infrastructure Library (ITIL). (mandatory)
- Knowledge of operating systems, and application security best practices (mandatory)- Related IT hardware and software training or equivalent work experience (mandatory)
- Tertiary degree or diploma in a relevant field. (desirable)
Pre-employment checks and employment conditions
Relevant pre-employment screening and reference checks will be required.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa necessary for the nature of the position.
Recipients of Victorian Public Service (VPS) voluntary departure packages should note that re-employment restrictions apply.
How to apply
Click the ‘Apply’ button to be redirected to our recruitment platform, where you may need to create an account to submit your application.
Applications close at 11.59pm on Tuesday, 8 September 2026.
Please include both your resume and a cover letter addressing how your experience addresses each of the key selection criteria for the role. All applications must be submitted via the online portal, we’re unable to accept email or manual submissions.
For further information about the role, please contact Quentin Apelu, Manager ICT Workplace Services via [email protected].
Redeployees
If you are a VPS redeployee, please state this in your cover letter and include your case manager’s contact details. This helps ensure your redeployment status is appropriately considered. For more information on redeployment, visit the Victorian Government policy.
Important Information
If you require any adjustments to fully participate in the recruitment process or need the advert or attachments in an accessible format (e.g., large print), please contact us. We're here to support you.
