ICT Project Officer

Whizdom; Canberra; On-site; AUD 48,000 - 56,000; Full time

Job summary

Whizdom invites applications for an ICT Helpdesk role based in the ACT. You will respond to helpdesk requests, resolve routine ICT issues, and maintain accurate service records while supporting deployment and management of ICT equipment.

The position contributes to reliable, customer-focused ICT services and supports broader ICT projects. Strong communication, problem-solving and a commitment to high-quality customer service are essential.

Qualifications

• Provide ICT support for hardware, software, network, account and device issues.
• Triage, resolve and escalate service requests and incidents per SLAs.
• Administer user accounts, systems, devices and ICT asset records.

Responsibilities

• 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.
• This role is 100% office-based and based in ACT.

Skills

Helpdesk

Technical support

Customer service

Communication

Documentation

Security controls

Tools

Active Directory

ITSM tools

Job 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.

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.

Primary 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

Location and Contract Term: This role is ACT based. Initial 3 month contract with 1x3- month contract extension options pending budget and delegate approval.

Security Requirements: Applicants must be Australian Citizens and hold a baseline security clearance.

Candidates will need to be willing to undergo pre-employment screening checks which may include, ID and work rights, security clearance verification and any other client requested checks

Applications close 9am 31 August.