ICT Project Support Officer

Context 11; Canberra; On-site; AUD 65,000 - 90,000; Full time

Job summary

Context 11 is a boutique transformation company, specialising in project and change management services to support the Australian Public Service (APS). We are recognised as a trusted partner to a number of agencies, with a reputation for strong delivery and exceptional outcomes.

The ICT Project Support Officer is a full-time, on-site role based in Forrest, Canberra, providing frontline ICT support services to staff in Australia and overseas. The position is initially 3 months with extension.

Qualifications

• Experience providing responsive ICT support in the Australian Public Service.
• Troubleshooting technical issues and supporting users.
• Experience maintaining ICT systems in a Microsoft on-prem & cloud environment.
• Ability to analyse ICT issues, identify risks, and develop practical solutions.
• Strong communication with technical and non-technical stakeholders.
• Ability to manage competing priorities and meet deadlines.

Responsibilities

• Provide ICT support for hardware, software, network, account and device issues.
• Triaging, resolving and escalating service requests and incidents per SLAs.
• Administering user accounts, systems, devices, software and ICT asset records.
• Supporting ICT projects, upgrades, testing, rollouts and implementation activities.
• Preparing and updating ICT procedures, user guides and knowledge articles.
• Liaising with staff, vendors and service providers to support ICT service delivery.
• Identifying recurring issues and contributing to service and process improvements.
• Supporting cybersecurity controls, patching, access management and incident reporting.
• 100% office-based role.

Skills

ICT support

APS experience

Stakeholder communication

Incident management

Tools

Active Directory

Microsoft 365

Azure

Job description

Context 11 is a boutique transformation company, specialising in project and change management services to support the Australian Public Service (APS).

We are recognised as a trusted partner to a number of agencies, with a reputation for strong delivery and exceptional outcomes.

Role Description

The ICT Project Support Officer is a full-time, on-site role based in Forrest, Canberra, providing frontline ICT support services to staff in Australia and overseas.

3 months

Extension term

3 months

They key duties include:

• Providing ICT support for hardware, software, network, account and device issues.
• Triaging, resolving and escalating service requests and incidents in line with service levels.
• Administering user accounts, systems, devices, software and ICT asset records.
• Supporting ICT projects, upgrades, testing, rollouts and implementation activities.
• Preparing and updating ICT procedures, user guides and knowledge articles.
• Liaising with staff, vendors and service providers to support ICT service delivery.
• Identifying recurring issues and contributing to service and process improvements.
• Supporting 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

• Demonstrated experience providing responsive ICT supportin 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.