Executive Ict Support Officer, Aps Level 5, Chief Information Officer

Department of Industry, Science, Energy and Resources; Canberra; On-site; AUD 90,000 - 97,000; Full time

Job summary

The Department of Industry, Science, Energy and Resources in Canberra is seeking an Executive ICT Support Officer (APS Level 5) to deliver high‑quality ICT support to SES executives and Ministerial Offices, including VIP meetings and video conferencing.

You will deploy and maintain devices, draft technical documentation, respond to ICT inquiries, and participate in 24/7 on‑call support, within a fast-paced government environment.

Qualifications

• Qualifications in ITIL, or a working understanding of ITIL practices is desirable.
• Minimum 3 years' experience across ICT support services with demonstrated customer service skills.
• Australian Citizenship required; Baseline security clearance required.
• This role requires ongoing on-site attendance in Canberra; remote work not available.

Responsibilities

• Provide priority ICT support to the department's senior executives and Ministers' Offices, including VIP meetings and video conferencing support.
• Manage device deployments, replacements, maintenance and stocktake of Executive ICT assets.
• Draft and maintain operational and technical documentation (e.g. systems, processes and end-user documentation).
• Possess the ability to quickly acquire knowledge of complex IT systems and technologies to deliver high level support.
• Foster strong divisional relationships to ensure staff inquiries achieve positive outcomes.
• After hours on-call support (24/7).

Skills

Verbal & written comms

Influence communication

Independent work

ICT inquiries

Digital support

Service improvement

People skills

Prioritisation

Tools

Microsoft Suite

ITIL practices

Job description

• The salary range for this role is $89,576 - $96,829

• The salary range for this role is $89,576 - $96,829

About the Department

The Department of Industry, Science and Resources and our broader portfolio are integral to the Australian Government's economic agenda. Our purpose is to help the government build a better future for all Australians through enabling a productive, resilient and sustainable economy, enriched by science and technology. We do this by:

• Growing innovative & competitive businesses, industries and regions
• Investing in science and technology
• Strengthening the resources sector.

• Growing innovative & competitive businesses, industries and regions
• Investing in science and technology
• Strengthening the resources sector.
• Canberra
• Applications close 16 September
• The salary range for this role is $89,576 - $96,829

About the Department

The Department of Industry, Science and Resources and our broader portfolio are integral to the Australian Government's economic agenda. Our purpose is to help the government build a better future for all Australians through enabling a productive, resilient and sustainable economy, enriched by science and technology. We do this by:

• Growing innovative & competitive businesses, industries and regions
• Investing in science and technology
• Strengthening the resources sector.

The APS and the department offer a clear direction and meaningful work. You will be able to create positive impact in people's lives whilst contributing to improved outcomes for Australia and our people. If you would like to feel a strong connection to your work and you are accountable, committed and open to change, join us in shaping Australia's future. Please see the APSC's APS Employee Value Proposition for more information on the benefits and value of employment within the APS.

About the team

About the division The Chief Information Officer Division (CIO Division) is an exciting, fast-paced division that drives the digital agenda for the Department of Industry, Science and Resources. Leading the delivery of the department's digital offerings, the CIO Division partners with business areas and stakeholders to:

• Realise the digital policy objectives of the Department
• Define the Departments digital landscape
• Drive the innovation and transformation of its IT services

About the branch

The ICT Operations Branch provides high-quality ICT support and underpinning infrastructure services to the department and Ministers' Offices, ensuring all staff in the department and MOs have access to stable and secure technology.

About the team

The Executive ICT Support team sits within ICT Operations and is dedicated to supporting the department's Minsters, the Departmental Executive and SES, and various office holders spread across 20+ sites.

The opportunity

Deliver high-touch ICT support services to Ministerial Offices, SES executives and key departmental stakeholders. Provide proactive management of executive technology environments, including desktop, mobile, collaboration and meeting room technologies. Respond rapidly to incidents affecting critical business operations, maintain strong stakeholder relationships and ensure a secure, reliable and professional ICT experience for the senior executive and their supporting staff. The role operates within a high-pressure environment requiring discretion, technical expertise, customer focus and the ability to manage competing priorities in a dedicated Level 1 and 2 service function.

Our ideal candidates are driven individuals who can satisfy the requirements of our Executive and Ministerial stakeholders in a high-pressure IT service delivery environment by bringing their varied client interactions and customer experience.

As an APS Level 5, you will have:

• Excellent verbal and written communication skills
• The ability to communicate with influence in simple language, with a diverse range of customers and stakeholders
• Experience delivering on outcomes whilst working independently
• Experience responding to ICT enquiries and requests from a range of stakeholders
• Experience working in a digital support environment supporting multiple operating systems including, but not limited to Microsoft Suite
• A strong focus on continual service improvement within the ICT Service Delivery context
• Demonstrated experience in effective people skills and the ability to engage authentically with stakeholders on complex issues
• Skills and experience in managing competing priorities, able to anticipate and meet the needs of stakeholders

What you will do

As an Executive ICT Support Officer, you will work collaboratively across the Division to support the ICT requirements of the Departments SES cohort, as well as Ministerial Offices. Identifying and supporting service improvements and reporting team activities to the Team Leader & Assistant Manager.

As an APS Level 5 you will:

• Provide priority ICT Support to the department's senior executives and Ministers' Offices, delivering digital and in-person support for SES executives, Ministerial officers and key department staff including VIP meetings and video conferencing technical support
• Manage device deployments, replacements, maintenance and stocktake of Executive ICT assets
• Draft and maintain operational and technical documentation (e.g. systems, process and end-user documentation)
• Possess the ability to quickly acquire knowledge of complex IT systems and familiarise themselves with new concepts and technologies to deliver high level support
• Foster strong divisional relationships to ensure staff enquiries achieve positive outcomes
• After hours on call support (24/7)

This position requires a minimum 3 years' experience across ICT support services with demonstrated customer service skills.

Qualifications in ITIL, or a working understanding of ITIL practices is desirable.

To be eligible for employment in the APS and the department, candidates must be Australian Citizens.

Positions require a Baseline security clearance and successful candidates will be required to obtain and maintain a clearance at this level.

Notes

This role requires participation in aa rotating 24/7 on-call support arrangements and may require interstate travel to undertake specific duties and support departmental operations.

A merit pool may be established and used to fill future vacancies within 18 months from the date the vacancy was first advertised in the Gazette.

The department offers flexible work opportunities for many roles. However, this position is based in Canberra (Industry House) and requires ongoing on-site attendance. Remote working arrangements are not available for this role. Please contact the nominated contact officer if you would like to discuss the role requirements further

Contact Information

For more information regarding this opportunity, please contact Joey Lansdowne on 0447840659 or via email on [e-mail]