ICT Support Officer

Convergence Consulting; Canberra; On-site; AUD 65,000 - 80,000; Full time

Job summary

Convergence Consulting, a Canberra-based firm, is seeking an experienced ICT Support Officer to deliver frontline ICT services for staff in Australia and overseas. The role focuses on reliable, customer-focused support while assisting ICT projects within the Business Systems Unit.

Responsibilities include resolving hardware/software/network issues, managing user accounts, and supporting cyber security controls.

Qualifications

• Experience providing ICT support for hardware, software, network and device issues.
• Experience supporting Australian Public Service or Commonwealth Government environments.
• Experience with Active Directory and Azure AD; familiarity with ITIL principles is highly regarded.
• Baseline Security Clearance is mandatory.

Responsibilities

• 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; and
• Support cyber security controls, patching, access management and incident reporting.

Skills

ICT support experience

Active Directory

Azure AD

Tools

Active Directory

Azure AD

Job description

Convergence Consulting is a Canberra-based company specialising in the delivery of complex programs, organisational transformation and integrated scheduling capabilities. We provide professional services to the Commonwealth Government with a strong culture of project management excellence.

You can read more about our company via our website: https://convergenceconsulting.com.au/

The Australian Centre for International Agricultural Research (ACIAR) is seeking an experienced ICT Support Officer to provide frontline ICT support services to staff in Australia and overseas.

This role will focus on delivering reliable and customer-focused ICT services while supporting broader ICT projects and operational activities within the Business Systems Unit.

Key Responsibilities Include:

• 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; and
• Support cyber security controls, patching, access management and incident reporting.

Candidates should have demonstrated ICT support experience within the Australian Public Service or Commonwealth Government environment, including experience supporting users and troubleshooting technical issues across Microsoft on-premise and cloud environments.

Experience with Active Directory, Azure AD and an understanding of ITIL principles will be highly regarded.

Other details and requirements include:

• Current active Baseline Security Clearance is mandatory
• Australian Government/Commonwealth ICT support experience
• Location: Canberra (100% onsite)
• Working Arrangements: Full-time, office-based Monday to Friday
• Start Date: 7 September 2026
• Duration: 3 months initial contract + 1 x 3-month extension
• Hours: 37.5 hours per week
• Level: APS5 equivalent