ICT Project Officer

Indigitise Pty Ltd; Canberra; On-site; AUD 65,000 - 85,000; Full time

Job summary

Indigitise Pty Ltd (Canberra) seeks an ICT Support Officer to provide frontline helpdesk services for staff in Australia and overseas. You will respond to requests, resolve routine ICT issues, maintain service records and support deployment and management of ICT equipment.

The role operates within the Business Systems Unit and requires strong communication, problem-solving and commitment to high-quality customer service.

Qualifications

• Baseline security level is required
• Experience providing ICT support in a public service environment
• Ability to analyse ICT issues and propose solutions
• Strong written and verbal communication with technical and non-technical stakeholders
• Ability to manage competing priorities in a busy service environment
• Collaborative and professional conduct in APS workplace culture

Responsibilities

• Provide frontline ICT support for hardware, software, network, accounts and devices
• Triage, resolve and escalate service requests and incidents per SLAs
• Administer user accounts, systems, devices 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 improvements
• Support cyber security controls, patching, access management and incident reporting
• This is a helpdesk role and will require office-based work

Job description

The ICT Support Officer provides frontline ICT support services to ACIAR staff in Australia and overseas. The role is responsible for responding to helpdesk requests, resolving routine ICT issues, maintaining accurate service records, and supporting the deployment and management of ICT equipment. Working as part of the Business Systems Unit (BSU), the position contributes to the delivery of reliable and customer-focused ICT services while supporting broader ICT projects and operational activities. The role requires strong communication skills, sound problem-solving abilities, and a commitment to delivering high-quality customer service.

Requirements

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

• Current minimum Baseline is essential
• Demonstrated experience providing responsive ICT support in 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.