ICT Helpdesk Specialist – Office-Based Support

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

Job summary

XPT Software is seeking an ICT Support Officer to provide frontline ICT support to ACIAR staff in Australia and overseas. You will respond to helpdesk requests, resolve routine ICT issues, and maintain accurate service records while supporting deployment and management of ICT equipment.

The role sits in the Business Systems Unit and emphasizes strong communication, sound problem-solving, and a commitment to high-quality customer service in a busy APS environment.

Qualifications

• Experience providing responsive ICT support in the Australian Public Service or similar environment.
• Ability to analyse ICT issues, apply sound judgement, and develop practical solutions.
• Clear communication with technical and non-technical stakeholders.

Responsibilities

• Provide ICT support for hardware, software, network, account and device issues.
• Triage, resolve and escalate service requests and incidents per 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.
• Maintain a fully office-based helpdesk and ICT environment.

Skills

ICT support

Hardware support

Software support

Network support

Account management

Device management

Job description

XPT Software is seeking an ICT Support Officer to provide frontline ICT support to ACIAR staff in Australia and overseas. You will respond to helpdesk requests, resolve routine ICT issues, and maintain accurate service records while supporting deployment and management of ICT equipment.

The role sits in the Business Systems Unit and emphasizes strong communication, sound problem-solving, and a commitment to high-quality customer service in a busy APS environment.