Canberra-based ICT Helpdesk Specialist – APS

Cyos Solutions; Canberra; On-site; AUD 69,000 - 90,000; Full time

Job summary

Cyos Solutions is seeking an ICT Support Officer to provide frontline ICT support to APS staff in Australia, with duties ranging from troubleshooting to asset management. This is a full-time, 100% office-based role based in Barton, Canberra, requiring Baseline security clearance and strong customer service.

The position works within the BSU to deliver reliable ICT services, support projects, and maintain procedures while ensuring timely responses to helpdesk requests and incidents in a Microsoft

Qualifications

• Experience providing responsive ICT support in the APS.
• Ability to analyse ICT issues and develop practical solutions.
• Strong communication with technical and non-technical stakeholders.
• Ability to manage competing priorities and meet deadlines.
• Familiarity with ICT security and governance requirements.
• Experience with Microsoft on-prem & cloud environments.

Responsibilities

• Provide ICT support for hardware, software, network, accounts and devices.
• Triage, resolve and/or escalate service requests and incidents per SLAs.
• 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

APS experience

Communication

Problem solving

Cyber security awareness

Tools

Active Directory

Azure AD

Microsoft 365

Job description

Cyos Solutions is seeking an ICT Support Officer to provide frontline ICT support to APS staff in Australia, with duties ranging from troubleshooting to asset management. This is a full-time, 100% office-based role based in Barton, Canberra, requiring Baseline security clearance and strong customer service.

The position works within the BSU to deliver reliable ICT services, support projects, and maintain procedures while ensuring timely responses to helpdesk requests and incidents in a Microsoft