APS5 ICT Project Officer

SoftLabs; Canberra; On-site; AUD 60,000 - 80,000; Full time

Job summary

SoftLabs in Canberra seeks an ICT Support Officer to provide frontline support to staff both locally and overseas. The role includes handling helpdesk requests, resolving ICT issues, maintaining records and supporting deployment of ICT equipment. It requires strong communication, problem-solving and customer service commitment.

The position is 100% office-based in Barton with 37.5 hours weekly. It emphasizes security controls, asset management and collaboration across teams.

Qualifications

• Demonstrated experience providing responsive ICT support in a public/large organisatie
• Ability to analyse ICT issues, apply sound judgement, identify risks, and implement practical solutions
• Clear communication with technical and non-technical stakeholders
• Ability to manage competing priorities, monitor progress, meet deadlines and deliver quality outcomes

Responsibilities

• Provide ICT support for hardware, software, network, account and device issues.
• Triage, resolve and elevate service requests and incidents in line with service levels.
• Administer user accounts, systems, devices, software and ICT asset records.
• Support ICT projects, upgrades, testing, rollouts and implementation activities.
• Prepare and update ICT procedures, user guides and knowledge articles.
• Liaise with staff, vendors and service providers to support ICT service delivery.
• Identify recurring issues and contribute to service and process improvements.
• Support cyber security controls, patching, access management and incident reporting.

Skills

ICT support

Helpdesk

Active Directory

Azure AD

ITIL

Cyber security

Microsoft on-prem & cloud

Stakeholder communication

Team collaboration

Job description

• Security Requirements: Must have Baseline clearance
• Working Arrangements: OnsiteAustralian Capital Territory (100% office based in Barton)
• Maximumhours: 37.5 hours per week

Job details

The ICT Support Officer provides frontline ICT support services to Department staffin Australia and overseas. The role is responsible for responding to helpdeskrequests, resolving routine ICT issues, maintaining accurate service records,and supporting the deployment and management of ICT equipment.

Working as part of the Business Systems Unit (BSU), theposition contributes to the delivery of reliable and customer-focused ICTservices while supporting broader ICT projects and operational activities. Therole requires strong communication skills, sound problem-solving abilities, anda commitment to delivering high-quality customer service.

Key duties and responsibilities

The successful candidate will:Duties:

• Provide ICT support for hardware, software, network, accountand device issues.
• Triage, resolve and elevate service requests and incidentsin line with service levels.
• Administer user accounts, systems, devices, software and ICTasset records.
• Support ICT projects, upgrades, testing, rollouts andimplementation activities.
• Prepare and update ICT procedures, user guides and knowledgearticles.
• Liaise with staff, vendors and service providers to supportICT service delivery.
• Identify recurring issues and contribute to service andprocess improvements.
• Support cyber security controls, patching, access managementand incident reporting.
• As this is a Helpdesk role, and will require maintenance ofuser and building ICT hardware,this role is 100% office-based

Essential experience & requirements:

• Demonstrated experience providing responsive ICTsupportin the Australian Public Service, troubleshooting technicalissues, supporting users, maintaining ICT systems and contributing to reliableservice delivery in a Microsoft on-prem & cloud environment.
  
• Demonstrated ability to analyse ICT issues, apply soundjudgement, identify risks, develop practical solutions, and makerecommendations that improve systems, processes, or user outcomes.
  
• Demonstrated ability to communicate clearly with technicaland non-technical stakeholders, providing advice and supporting users with ICTissues.
  
• Demonstrated ability to manage competing priorities, monitorprogress, meet deadlines, support ICT projects or operational tasks, anddeliver quality outcomes in a busy service environment.
  
• Demonstrated ability to work collaboratively, support teamcapability, act with professionalism and integrity, follow ICT security andgovernance requirements, and contribute positively to APS workplace culture.
• Demonstrated experience providing responsive ICT support inthe Australian Public Service, troubleshooting technical issues, supportingusers, maintaining ICT systems and contributing to reliable service delivery ina Microsoft on-prem & cloud environment.
  
• Demonstrated ability to analyse ICT issues, apply soundjudgement, identify risks, develop practical solutions, and makerecommendations that improve systems, processes, or user outcomes.
  
• Demonstrated ability to communicate clearly with technicaland non-technical stakeholders, providing advice and supporting users with ICTissues.
  
• Demonstrated ability to manage competing priorities, monitorprogress, meet deadlines, support ICT projects or operational tasks, anddeliver quality outcomes in a busy service environment.
  
• Demonstrated ability to work collaboratively, support teamcapability, act with professionalism and integrity, follow ICT security andgovernance requirements, and contribute positively to APS workplace culture.
• Experience in Active Directory on premise and Azure AD
• Demonstrated understanding of ITIL principles
  

Application Deadline: Monday, 31 August 2026

Expected Start Date: Monday, 07 September 2026

Job Type: Contract