Frontline IT Support Specialist (Level 1)

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

Job summary

Paxus is seeking a Technical Support Officer to join an established ICT support team delivering Level 1 user support within a secure Federal Government environment in Canberra. This hands-on role is for someone who enjoys helping users, solving problems and working as part of a reliable team.

You will provide first-level ICT support, triage issues, log tickets, and escalate when needed. Experience with ITIL/ITSM environments would be highly regarded; Australian citizenship and ability to obtain

Qualifications

• Previous experience in an ICT helpdesk, service desk, desktop support or technical support role.
• Strong customer service and user support skills.
• Ability to troubleshoot ICT issues using structured processes.
• Clear written and verbal communication skills.

Responsibilities

• Provide first-level ICT support for user enquiries, incidents and service requests.
• Triaging and troubleshooting common technical, system and access issues.
• Log, categorize and maintain accurate support tickets.
• Escalate on complex issues to Level 2/3 teams when needed.
• Keep users informed of ticket progress and resolution steps.

Skills

ICT helpdesk

Service desk

Customer service

Communication

Troubleshooting

Tools

Ticketing system

Job description

Paxus is seeking a Technical Support Officer to join an established ICT support team delivering Level 1 user support within a secure Federal Government environment in Canberra. This hands-on role is for someone who enjoys helping users, solving problems and working as part of a reliable team.

You will provide first-level ICT support, triage issues, log tickets, and escalate when needed. Experience with ITIL/ITSM environments would be highly regarded; Australian citizenship and ability to obtain