ICT Project Officer

Powerdata Group Consulting; Canberra; On-site; AUD 65,000 - 90,000; Full time

Job summary

PowerData Group Consulting is seeking an experienced ICT Support Officer to assist the Australian Centre for International Agricultural Research (ACIAR) from its BSU in delivering reliable ICT services. You will provide frontline support to staff across Australia and overseas, handling incidents, administering AD accounts, and supporting cloud and on-premises Microsoft environments.

The role requires strong troubleshooting, excellent customer service, and the ability to work in a fast-paced,

Qualifications

• Experience delivering ICT support in a complex environment.
• Strong troubleshooting for hardware, software, network, accounts and devices.
• Experience supporting Microsoft on-premises and cloud environments (Azure).
• Proven ability to manage incidents and service requests per SLA.
• Experience in Australian Public Service contexts desirable.

Responsibilities

• Provide frontline ICT support for hardware, software, network, account and device issues.
• Triage, investigate, resolve, and escalate incidents per SLAs.
• Administer user accounts, devices, software and asset registers.
• Support ICT projects, upgrades, testing, deployments and rollouts.
• Develop ICT procedures, user docs and knowledge articles.
• Collaborate with vendors and service providers for service delivery.
• Contribute to cyber security initiatives, patching and access control.
• Maintain accurate service records and documentation.
• Provide hands-on support for ICT equipment in a full office-based environment.

Skills

ICT support

Active Directory

Azure AD

ITIL

Cyber security

Stakeholder comms

Troubleshooting

Incident management

Service delivery

Public sector experience

Tools

Microsoft 365

On-Premises Windows Server

Job description

Canberra, Australia

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

• 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.
• 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.