ICT Project Officer

Powerdata Group Consulting; Canberra; On-site; AUD 70,000 - 100,000; Full time

Job summary

Powerdata Group Consulting is seeking an experienced ICT Support Officer to assist the Australian Centre for International Agricultural Research (ACIAR) with reliable, customer-focused ICT services. You will work within the BSU to provide frontline support across Australia and overseas, handling issues, ICT assets, and projects in a Microsoft on-premises and cloud environment.

The role requires strong troubleshooting, outstanding customer service, and the ability to prioritise and manage

Qualifications

• Current Baseline Security Clearance (minimum) or the ability to maintain an existing Baseline clearance.
• Experience providing ICT support services within an Australian Public Service environment.
• Strong experience troubleshooting hardware, software, networking, user accounts and devices.
• Experience supporting Microsoft on-premises and cloud-based environments.
• Ability to analyse technical issues, assess risks, and implement practical solutions.
• Strong communication and interpersonal skills with technical and non-technical stakeholders.
• Proven ability to manage competing priorities, meet deadlines and deliver quality outcomes.

Responsibilities

• Provide first-level ICT support for hardware, software, network, account, and device-related issues.
• Triage, investigate, resolve, and elevate incidents and service requests per service levels.
• Administer user accounts, devices, software applications, and ICT asset registers.
• Support ICT projects, upgrades, testing activities, deployments, and system rollouts.
• Develop and maintain ICT procedures, user documentation, knowledge articles, and support materials.
• Liaise with internal stakeholders, vendors, and service providers to ensure effective ICT service delivery.
• Identify recurring technical issues and contribute to process and service improvements.
• Support cyber security initiatives, including patch management, access control, and incident reporting.
• Maintain accurate service records and documentation.
• Provide hands-on support for ICT equipment and infrastructure in a fully office-based environment.

Skills

ICT support

Customer service

Troubleshooting

Stakeholder communication

Prioritisation

Team collaboration

Documentation

Tools

Active Directory (On-Premises)

Azure Active Directory

Job description

Security Clearance: Must have Baseline clearance

About the Role

PowerData Group is seeking an experienced ICT Support Officer to support the Australian Centre for International Agricultural Research (ACIAR) in delivering reliable, customer-focused ICT services.

Working within the Business Systems Unit (BSU), you will provide frontline ICT support to staff across Australia and overseas, resolving technical issues, maintaining ICT assets and systems, and contributing to ongoing ICT projects and operational activities. This role requires strong troubleshooting capabilities, excellent customer service skills, and the ability to work effectively in a Microsoft on-premises and cloud environment.

Key Responsibilities

• Provide first-level ICT support for hardware, software, network, account, and device-related issues.
• Triage, investigate, resolve, and elevate incidents and service requests in accordance with service levels.
• Administer user accounts, devices, software applications, and ICT asset registers.
• Support ICT projects, upgrades, testing activities, deployments, and system rollouts.
• Develop and maintain ICT procedures, user documentation, knowledge articles, and support materials.
• Liaise with internal stakeholders, vendors, and service providers to ensure effective ICT service delivery.
• Identify recurring technical issues and contribute to process and service improvements.
• Support cyber security initiatives, including patch management, access control, and incident reporting.
• Maintain accurate service records and documentation.
• Provide hands-on support for ICT equipment and infrastructure in a fully office-based environment.

Requirements

Essential Requirements

• Current Baseline Security Clearance (minimum) or the ability to maintain an existing Baseline clearance.
• Demonstrated experience providing ICT support services within an Australian Public Service environment.
• Strong experience troubleshooting and resolving hardware, software, networking, user account, and device issues.
• Experience supporting Microsoft on-premises and cloud-based environments.
• Ability to analyse technical issues, assess risks, identify root causes, and implement practical solutions.
• Strong communication and interpersonal skills with the ability to engage effectively with technical and non-technical stakeholders.
• Proven ability to manage competing priorities, meet deadlines, and deliver quality outcomes in a fast-paced support environment.
• Experience supporting ICT operational activities, projects, upgrades, testing, and deployments.
• Demonstrated ability to work collaboratively in a team environment while maintaining professionalism and integrity.
• Understanding of ICT security, governance, and compliance requirements.

Desirable Requirements

• Experience administering and supporting Active Directory (On-Premises) and Microsoft Azure Active Directory (Azure AD / Entra ID).
• Knowledge and practical application of ITIL principles and service management practices.
• Experience supporting ICT environments within Australian Government agencies.
• Exposure to cyber security controls, endpoint management, and asset lifecycle management.

• Opportunity to work within a Federal Government ICT environment supporting national and international operations.
• Hands-on exposure to Microsoft on-premises and cloud technologies in a complex enterprise environment.
• Diverse ICT support responsibilities across hardware, software, networking, user administration, and endpoint management.
• Opportunity to contribute to ICT projects, system upgrades, technology rollouts, and service improvement initiatives.
• Collaborative team environment within ACIAR's Business Systems Unit (BSU).
• Valuable experience working within Australian Public Service ICT support and governance frameworks.
• Opportunity to develop skills in cyber security, ICT service management, and operational support.
• Baseline-cleared government contract with potential extension opportunity.