ICT Helpdesk Support Officer - Canberra

TQA Consulting Pty Ltd; Canberra; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Training opportunities

Friendly team culture

Job summary

TQA Consulting is seeking an ICT Project Officer for an initial 3-month contract (with a further 3-month extension option) on-site in Canberra, ACT.

You will provide frontline ICT support to the Australian Centre for International Agricultural Research staff, manage helpdesk requests, and support ICT projects within the BSU. The role requires strong troubleshooting, ITIL fundamentals and stakeholder communication.

Qualifications

• Minimum 2 years’ experience as an ICT Project Officer.
• Experience providing ICT support in a public service environment.
• Ability to analyse issues, assess risks and propose 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 SLAs.
• Administer user accounts, systems, devices, software and ICT asset records.
• Support ICT projects, upgrades, testing, rollouts and implementation.
• 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 cybersecurity controls, patching, access management and incident reporting.

Skills

ICT support

Helpdesk triage

Troubleshooting

Microsoft 365

Active Directory

Azure AD

ITIL basics

Stakeholder communication

Risk assessment

Education

Degree/Diploma in IT or related

Tools

Microsoft 365 Admin

Job description

TQA Consulting is seeking an ICT Project Officer for an initial 3-month contract (with a further 3-month extension option)based on-site in Canberra, ACT.

About Us

At TQA Consulting, we offer a comprehensive range of ICT services including Project Management, Change Management, Business Analysis, Software Development, and Testing disciplines, all aimed at delivering real business outcomes.

About The Role

As an ICT Project Officer, you will provide frontline ICT support to Australian Centre for International Agricultural Research staff in Australia and overseas, working as part of the Business Systems Unit (BSU). You will respond to helpdesk requests, resolve routine ICT issues, maintain accurate service records, and support the deployment and management of ICT equipment, contributing to reliable and customer-focused ICT service delivery.

• Provide ICT support for hardware, software, network, account and device issues.
• Triage, resolve and escalte service requests and incidents in line with service-level agreements
• Administer user accounts, systems, devices, software and ICT asset records
• Support ICT projects, upgrades, testing, rollouts and implementation
• 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 cybersecurity controls, patching, access management and incident reporting

Essential Skills and Experience

• Minimum of 2 years’ experience as an ICT Project Officer
• Demonstrated experience providing responsive ICT support in the Australian Public Service, including troubleshooting technical issues, supporting users, maintaining ICT systems, and contributing to reliable service delivery in a Microsoft on-premises and cloud environment
• Demonstrated ability to analyse ICT issues, apply sound judgement, identify risks, develop practical solutions, and make recommendations to improve systems, processes, or user outcomes
• Demonstrated ability to communicate clearly with technical and non-technical stakeholders, providing advice and supporting users with ICT issues.
• Demonstrated ability to manage competing priorities, monitor progress, meet deadlines, support ICT projects or operational tasks, and deliver high-quality outcomes in a busy service environment
• Demonstrated ability to collaborate effectively, support team capability, act with professionalism and integrity, comply with ICT security and governance requirements, and contribute positively to APS workplace culture

Desirable Skills and Experience

• Experience with Active Directory on-premises and Azure AD
• Demonstrated understanding of ITIL principles
• A relevant university degree or diploma in Information Technology, Business, or Project Management.

What We Offer

• A people-focused culture that prioritises collaboration and trust
• Support for professional growth, including training