ICT Project Officer - 3 Months

Laneway Talent; Canberra; On-site; AUD 55,000 - 70,000; Full time

Job summary

Laneway Talent is recruiting on behalf of our client for an experienced ICT Support Officer to join their technology team in Canberra. This frontline role provides hands-on technical assistance to users across Australia and overseas, with 100% onsite requirements in Canberra.

You will handle hardware, software, network, accounts and devices, triage incidents, support ICT projects and maintain procedures and knowledge articles.

Qualifications

• Demonstrated experience providing ICT support across hardware, software, networks and devices.
• Experience with on-premises and cloud Microsoft environments (AD, Azure, M365).
• Strong customer service and clear communication with users at all levels.

Responsibilities

• Provide frontline ICT support across hardware, software, network and device issues.
• Respond to and manage helpdesk requests and incidents according to SLAs.
• Triaging, resolving and escalating issues as needed.
• Support user accounts, devices and ICT asset records.
• Assist with ICT projects, upgrades, testing, rollouts and implementation.
• Maintain ICT procedures and knowledge articles; liaise with stakeholders and providers.

Skills

ICT support experience

Troubleshooting

Customer service

Communication skills

Explain technical issues

Analytical thinking

Organisational skills

Team collaboration

Tools

Active Directory

Azure AD / Microsoft Entra ID

Microsoft 365

ITIL

Job description

Laneway is recruiting on behalf of our client for an experienced ICT Support Officer to join their technology team.

This is a frontline ICT support role based in Canberra, providing technical assistance to users across Australia and overseas.

The role is 100% onsite in Canberra, with hands-on support for users, workplace technology and ICT equipment being a key component of the position.

The Role

Key responsibilities will include:

• Providing frontline ICT support across hardware, software, network, account and device issues
• Responding to and managing helpdesk requests, incidents and service requests
• Triaging, resolving and escalating issues in line with service levels
• Supporting user accounts, devices, software and ICT asset records
• Assisting with ICT projects, upgrades, testing, rollouts and implementation activities
• Supporting the deployment and maintenance of ICT equipment
• Preparing and maintaining ICT procedures, user guides and knowledge articles
• Liaising with internal stakeholders, vendors and service providers
• Identifying recurring issues and contributing to service and process improvements
• Supporting cyber security controls, patching, access management and incident reporting
• Providing hands-on support for user and workplace ICT equipment

About You

You’ll ideally have:

• Demonstrated experience providing ICT support, preferably within the Australian Public Service
• Strong troubleshooting and problem-solving skills
• Experience supporting users in a Microsoft on-premises and cloud environment
• Experience with hardware, software, networks, user accounts and devices
• Strong customer service and communication skills
• Ability to explain technical issues clearly to both technical and non-technical users
• Ability to analyse issues, identify risks and develop practical solutions
• Strong organisational skills and the ability to manage competing priorities
• Experience supporting ICT projects, upgrades or technology rollouts
• A professional and collaborative approach to working with users, colleagues and external providers
• Understanding of ICT security and governance requirements
• Experience with Active Directory
• Experience with Azure AD / Microsoft Entra ID
• Understanding of ITIL principles
• Experience working within an Australian Government or APS environment
• Experience working across Microsoft on-premises and cloud environments

Security & Location

• Current Baseline security clearance is essential
• Canberra based
• 100% onsite — this is not a remote or hybrid position
• Hands-on user and ICT equipment support is a key component of the role

The Opportunity

This is a great opportunity for an ICT Support professional looking to work in a customer-focused environment while gaining exposure across ICT operations, projects, infrastructure and security.

The successful candidate will need to demonstrate strong technical support capability, sound judgement and the ability to work effectively in a busy operational environment.

Laneway

We value diverse perspectives, backgrounds, and experiences, and encourage applications from people of all identities, communities, and career journeys.