APS ICT Support Specialist - Frontline & Security

Exclaim IT; Canberra; On-site; AUD 65,000 - 90,000; Full time

Job summary

Exclaim IT is seeking an experienced ICT Support Officer to provide frontline ICT support to staff across Australia and overseas. You will handle helpdesk requests, troubleshoot routine issues and maintain accurate service records.

This 100% office-based role emphasises customer service, practical problem-solving and reliable ICT delivery, with opportunities to support projects and security controls within a professional Australian Government environment.

Qualifications

• Current minimum Baseline security clearance is essential.
• Experience providing responsive ICT support within APS is desirable.
• Experience troubleshooting in Microsoft on-premises and cloud environments.
• Strong customer service and communication skills for technical and non-technical users.
• Ability to analyse ICT issues and develop practical solutions.

Responsibilities

• Provide frontline ICT support across hardware, software, network, and accounts.
• Triage, resolve and escalate service requests per SLAs.
• Administer user accounts, devices, and asset records.
• Support ICT projects, upgrades, testing, and rollouts.
• Prepare and maintain ICT procedures and knowledge articles.
• Collaborate with vendors and internal stakeholders for service delivery.
• Identify recurring issues and contribute to improvements.
• Support cyber security controls, patching, and incident reporting.
• Maintain ICT hardware as part of frontline helpdesk.

Skills

Customer service

Troubleshooting

Microsoft 365

ICT support

Communication skills

Tools

Active Directory

ITSM tools

Job description

Exclaim IT is seeking an experienced ICT Support Officer to provide frontline ICT support to staff across Australia and overseas. You will handle helpdesk requests, troubleshoot routine issues and maintain accurate service records.

This 100% office-based role emphasises customer service, practical problem-solving and reliable ICT delivery, with opportunities to support projects and security controls within a professional Australian Government environment.