ICT Project Officer

Recruitment Sorted Pty Ltd; Canberra; On-site; AUD 85,000 - 110,000; Full time

Job summary

Recruitment Sorted Pty Ltd is seeking an ICT Project Officer to provide frontline ICT support to staff in Australia and overseas. The role responds to helpdesk requests, resolves routine ICT issues, maintains service records, and supports ICT equipment deployment and management.

The position contributes to reliable, customer-focused ICT services while supporting broader ICT projects and operational activities.

Qualifications

• Experience providing frontline ICT support.
• Proficient with Microsoft on‑prem and cloud environments.
• Strong written and verbal communication skills.
• Ability to analyze issues and provide practical solutions.
• Experience working in a busy service environment.

Responsibilities

• Provide ICT support for hardware, software, network, account and device issues.
• Triage, resolve and elevate service requests in line with SLAs.
• 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.

Skills

Frontline ICT support

Microsoft on-prem & cloud

Communications

Problem solving

ITIL familiarity

Active Directory

Azure AD

Tools

Active Directory on‑premises

Azure AD

Job description

Duration: Initial 3 months with 1 x 3-month extension

Functional Expertise: ICT

Sub-functional Expertise: ICT Support

Location of work: Barton, ACT

Working arrangements: 100% office-based

Description:

Our client is seeking an ICT Project Officer to provide frontline ICT support services to 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.

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.

Responsibilities:

• 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.
• Maintain user and building ICT hardware in a 100% office-based environment.

Requirements:

• 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.

Key Capabilities:

• Frontline ICT support and troubleshooting.
• Hardware, software, network, account and device support.
• Microsoft on-premises and cloud environments.
• ICT service request and incident management.
• User, device, software and ICT asset administration.
• ICT project, upgrade, testing and rollout support.
• Cyber security controls, patching and access management.
• Stakeholder communication and customer service.
• Problem-solving and service improvement.
• 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.
• Experience in Active Directory on premise and Azure AD
• Demonstrated understanding of ITIL principles