Frontline ICT Support Specialist – Microsoft Cloud

XPT Software Australia; Canberra; On-site; AUD 70,000 - 90,000; Full time

Job summary

ACIAR is seeking an ICT Support Officer to provide frontline ICT support to staff in Australia and overseas. The role focuses on responding to helpdesk requests, resolving routine ICT issues, and maintaining accurate service records within a Microsoft on-prem and cloud environment.

Working in the BSU, you will support ICT projects, upgrades, testing and documentation, liaising with staff, vendors and service providers to ensure reliable service delivery while upholding security controls and

Qualifications

• 1. Experience providing responsive ICT support in the APS, troubleshooting technical issues, supporting users, and maintaining ICT systems in a Microsoft on-prem & cloud environment.
• 2. Ability to analyse ICT issues, apply sound judgement, identify risks, develop practical solutions, and recommend improvements.
• 3. Ability to communicate clearly with technical and non-technical stakeholders, providing advice and helping users with ICT issues.
• 4. Ability to manage competing priorities, monitor progress, meet deadlines, support ICT projects or operational tasks, and deliver quality outcomes in a busy service environment.
• 5. Ability to work collaboratively, support team capability, act with professionalism and integrity, follow ICT security/governance requirements, and contribute positively to APS workplace culture.

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.
• This role is 100% office-based.

Job description

ACIAR is seeking an ICT Support Officer to provide frontline ICT support to staff in Australia and overseas. The role focuses on responding to helpdesk requests, resolving routine ICT issues, and maintaining accurate service records within a Microsoft on-prem and cloud environment.

Working in the BSU, you will support ICT projects, upgrades, testing and documentation, liaising with staff, vendors and service providers to ensure reliable service delivery while upholding security controls and