ICT Helpdesk & Projects Officer — Office-Based

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

Job summary

Jaylirra is seeking an ICT Helpdesk professional to provide responsive support for hardware, software, network, accounts and devices in a Canberra office. You will triage, resolve and escalate service requests in line with service levels, administer user accounts and assets, and support projects and rollouts.

You will prepare procedures and knowledge articles, liaise with staff and vendors, identify recurring issues and contribute to improvements, and assist with cyber security controls and

Qualifications

• Experience providing responsive ICT support in the Australian Public Service.
• Troubleshooting technical issues, supporting users, and maintaining ICT systems.
• Ability to analyse ICT issues, develop practical solutions and recommendations.
• Clear communication with technical and non-technical stakeholders.
• Manage competing priorities and support ICT projects or tasks.

Responsibilities

• Provide ICT support for hardware, software, network, account and device issues.
• Triage, resolve and escalate 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.
• As this is a Helpdesk role, and will require maintenance of user and building ICT hardware, this role is 100% office-based

Skills

ICT support

Troubleshooting

Stakeholder communication

Prioritisation

Team collaboration

Security controls

Job description

Jaylirra is seeking an ICT Helpdesk professional to provide responsive support for hardware, software, network, accounts and devices in a Canberra office. You will triage, resolve and escalate service requests in line with service levels, administer user accounts and assets, and support projects and rollouts.

You will prepare procedures and knowledge articles, liaise with staff and vendors, identify recurring issues and contribute to improvements, and assist with cyber security controls and