Frontline ICT Support Specialist – Canberra, Baseline Clearance

ZSoft Technologies Pty Ltd; Canberra; On-site; AUD 70,000 - 90,000; Full time

Job summary

ZSoft Technologies Pty Ltd in Canberra is seeking an experienced ICT Support Officer to deliver frontline IT support to users across Australia and overseas. This 100% office-based role will manage user accounts, devices and ICT assets, troubleshoot issues, and contribute to projects under the Baseline clearance.

As part of the Business Systems Unit, you will handle Level 1/2 requests, support Microsoft on-premises and cloud environments, and maintain ICT documentation.

Qualifications

• Experience providing ICT support within the Australian Public Service, handling incidents and requests.
• Strong problem-solving ability and risk assessment for quick, practical solutions.
• Excellent written and verbal communication with diverse stakeholders.
• Ability to manage competing priorities in a busy ICT service environment.
• Teamwork, integrity and understanding of ICT security and APS requirements.
• Experience maintaining ICT systems, devices, assets and user accounts; Baseline clearance mandatory.

Responsibilities

• Provide Level 1/2 ICT support for hardware, software, network, accounts and devices.
• Triage, resolve and escalate incidents and service requests within SLAs.
• Support Microsoft on-premises and cloud environments.
• Administer user accounts, devices, software and ICT asset records.
• Assist ICT upgrades, testing, rollouts and implementations.
• Prepare ICT procedures, user guides and knowledge articles.
• Liaise with users, vendors and service providers to resolve issues.
• Identify recurring issues and contribute to service improvements.
• Support cyber security controls, patching and incident reporting.
• Provide professional, customer-focused support to technical and non-technical users.

Skills

Customer focus

Troubleshooting

Communication

Teamwork

Security awareness

APS workplace requirements

Tools

Active Directory

Azure AD

Microsoft 365

Microsoft Entra ID

ITIL

Job description

ZSoft Technologies Pty Ltd in Canberra is seeking an experienced ICT Support Officer to deliver frontline IT support to users across Australia and overseas. This 100% office-based role will manage user accounts, devices and ICT assets, troubleshoot issues, and contribute to projects under the Baseline clearance.

As part of the Business Systems Unit, you will handle Level 1/2 requests, support Microsoft on-premises and cloud environments, and maintain ICT documentation.