ICT Project Officer

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

• Provide ICT support for hardware, software, network, account and device issues.
• Triage, resolve and escalated 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

Essential experience & requirements:

• Demonstrated experience providing responsive ICT supportin the Australian Public Service, troubleshooting technical issues, supporting users, maintaining ICT systems and contributing to reliable service delivery in a Microsoft on-prem & cloud environment.
• Demonstrated ability to analyse ICT issues, apply sound judgement, identify risks, develop practical solutions, and make recommendations that 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 quality outcomes in a busy service environment.
• Demonstrated ability to work collaboratively, support team capability, act with professionalism and integrity, follow ICT security and governance requirements, and contribute positively to APS workplace culture.