ICT Service Desk Support Officer

High Court of Australia; Canberra; Sur place; AUD 65 000 - 90 000; Plein temps

Résumé du poste

The High Court of Australia in Canberra seeks an ICT Service Desk Support Officer to deliver 1st and 2nd line ICT support for Justices and staff, and to support courtroom technology systems. You will work within a team, provide clear communication, and contribute to a modern ICT environment.

The role requires experience with Windows Server, Exchange Online, Windows 11, and Office 365. Willingness to travel interstate is expected. Australian citizenship is required.

Qualifications

• Australian citizenship is required.
• Police record check and negative Vetting 1 security clearance required.
• Probation period applies.
• Experience supporting Windows Server, Exchange, and Windows 11 environments preferred.

Responsabilités

• Provide 1st and 2nd level ICT support for Justices and staff.
• Support Courtroom technology systems and AV setups.
• Manage tickets in Service Management software and prioritise issues.
• Assist with ICT asset setup and maintenance.
• Deliver ICT training and documentation to staff.

Connaissances

Windows Server

Exchange Online

Windows 11

Office 365

End user support

Help Desk

Intune

SharePoint Online

Networking concepts

Formation

Relevant IT qualifications

Outils

Intune

Cisco platforms

Digital Lodgment System

Finance One FMIS

Description du poste

The ICT Service Desk Support Officer is responsible for the provision of 1st and 2nd level ICT support to High Court Justices and staff and to provide support for the Court’s courtroom technology systems. To be successful in this role you will have a good understanding of service delivery through an ICT Help Desk, have sound interpersonal skills, be able to communicate effectively to understand problems and explain solutions, and be able to participate constructively as a team member.

The Court operates approximately 120 laptop and 20 desktop computers and has WAN connections to offices in Brisbane, Melbourne and Sydney.

The Court uses Windows Servers (2016 and above), including File and Print, and Exchange Online. Our desktops and laptops are using the Windows 11 operating system. Our SOE includes Microsoft Office 365 suite, OneDrive and Adobe Acrobat DC. Our desktops and laptops are managed through Microsoft Intune.

In addition, the Court uses several key business applications including:

• SharePoint Online
• Digital Lodgment System
• CISCO platforms to manage IP-phones and videoconferencing
• Finance One FMIS
• TRM/RM/CM for records management
• FTR log notes and player.

This position is based in the High Court building in Canberra, and willingness to travel interstate is a requirement of the position.

The Team

The ICT Team plays a critical role in supporting the Court’s operations. Recent initiatives include migration to Exchange Online, consolidation of server infrastructure, modernisation of the networking environment and upgrades to our courtroom technology. These enhancements reflect the Court’s broader ICT strategy which is focused on modernising platforms to support efficient and reliable service delivery for our stakeholders.

The ICT Team manages the Court’s network and WAN services, modernised courtroom infrastructure, server infrastructure, end user devices, audio-visual systems and backup and recovery arrangements. The team supports key cloud-based services which includes the Court’s Digital Lodgement System and Electronic Court File. This is a challenging and rewarding environment in which to work.

The Role

The ICT Service Desk Support Officer is responsible for the provision of 1st and 2nd level ICT support to High Court Justices and staff and to provide support for the Court’s courtroom technology systems. To be successful in this role you will have a good understanding of service delivery through an ICT Help Desk, have sound interpersonal skills, be able to communicate effectively to understand problems and explain solutions, and be able to participate constructively as a team member.

The Court operates approximately 120 laptop and 20 desktop computers and has WAN connections to offices in Brisbane, Melbourne and Sydney.

The Court uses Windows Servers (2016 and above), including File and Print, and Exchange Online. Our desktops and laptops are using the Windows 11 operating system. Our SOE includes Microsoft Office 365 suite, OneDrive and Adobe Acrobat DC. Our desktops and laptops are managed through Microsoft Intune.

The key duties of the position include:

• Logging and prioritizing support tickets in the Court's Service Management software
• Providing service desk and onsite support in relation to the Court's ICT systems and investigate and resolve 1st / 2nd level technical issues
• Providing support for the High Court’s audio-visual courtroom technology systems
• Supporting setup activities for the Court’s ICT assets
• Assisting with the operation and maintenance of the Court’s key ICT systems
• Assisting with the delivery of ICT training and documentation to Court staff as required, including both formal and informal sessions
• Liaising with external ICT contractors and suppliers, as directed
• Assisting with various ICT team activities as required to meet the team objecti

Eligibility

To be eligible for employment at the Court candidates must be Australian citizens.

Candidates offered employment will be required to successfully undergo a police record check and be able to obtain and maintain a Negative Vetting 1 security clearance. The successful candidate will be required to submit a pre-employment medical declaration. Candidates must be willing to disclose all relevant and required information.

Successful applicants engaged by the Court will be subject to a probation period.

Selection Criteria

Your written application should specifically address each of the following criteria, providing clear examples of your experience, achievements, and the outcomes you delivered:

• Demonstrated experience in providing support in an environment with servers operating Microsoft Windows Server and Microsoft Exchange, and desktops / laptops operating Windows 11
• Demonstrated experience in providing support for the Office 365 Suite of applications
• Highly developed organisational skills, time management skills, and the ability to establish clear priorities from competing demands
• Well-developed analytical and trouble-shooting skills
• Well-developed communication skills including the ability to liaise effectively with a wide variety of stakeholders including High Court Justices, staff, contractors, and suppliers
• Demonstrated understanding of Endpoint Management tools, such as Intune.
• Sound knowledge of networking concepts including TCP/IP, DNS, Active Directory, and messaging platforms

Qualifications and Experience

Highly Desirable: Relevant industry certifications (i.e. Microsoft, ITIL); Tertiary qualifications in information technology or equivalent field experience

Desirable: Experience with VIP ICT Support; Experience with audio-visual systems

Notes

Please visit the High Court's Employment Opportunities page and refer to the Vacancy Information Kit for further information about the position and application requirements.

For enquiries about the position, please contact Mohammed Akbar on (02) 6270 6***.

For enquiries about the recruitment process, or to discuss reasonable adjustments, please email HR Officer or telephone [phone]***.