ICT Project Officer

Element Data; Canberra; On-site; AUD 65,000 - 80,000; Full time

Job summary

Element Data in Canberra is seeking a dedicated ICT Helpdesk Support professional to respond to requests, resolve routine issues, and maintain accurate service records. You will support deployment and management of ICT equipment, ensuring reliable, customer-focused services across the public sector context.

The role requires clear communication, strong problem-solving, and the ability to balance priorities in a busy environment.

Qualifications

• Demonstrated experience providing responsive ICT support in a public service context.
• Ability to analyse ICT issues, assess risks, and implement practical solutions.
• Strong communication with technical and non-technical staff.
• Proven ability to manage competing priorities and meet deadlines.
• Team-oriented with professional integrity and governance awareness.

Responsibilities

• Provide ICT support for hardware, software, network, accounts and devices.
• Triage, resolve and escalate service requests and incidents per SLAs.
• Administer user accounts, systems, devices, software and asset records.
• Support ICT projects, upgrades, testing, rollouts and implementations.
• Prepare and update ICT procedures, user guides and knowledge articles.
• Liaise with staff, vendors and service providers to support delivery.
• Identify recurring issues and contribute to service improvements.
• Support cyber security controls, patching, access management and incident reporting.
• Role is 100% office-based and involves maintaining ICT hardware on-site.

Skills

ICT support

Microsoft 365

Incident management

Customer service

Communication

Tools

Active Directory

ITSM tooling

Office 365

Windows Server

Job description

Element Data is focused on helping organizations harness the transformative power of Artificial Intelligence to improve how they operate and grow. The company empowers clients to elevate business capabilities, streamline processes, and unlock the full value of their data. A team of AI and data specialists develops innovative, responsible solutions designed to drive efficiency, profitability, and competitive advantage. Element Data partners closely with clients to navigate the fast-changing digital landscape and realize practical, measurable outcomes from AI-driven initiatives.

Role Description

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. This 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.

Duties

• 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:

• 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.