ICT Support Officer

Convergence Consulting; Canberra; On-site; AUD 70,000 - 90,000; Full time

Job summary

Convergence Consulting, a Canberra-based firm delivering complex programs and transformation, is supporting the Australian Public Service by hiring an experienced ICT Support Officer. The role focuses on frontline ICT services for staff in Australia and overseas, with 100% onsite work in Canberra, 37.5 hours per week, starting 7 September 2026, for an initial 3-month contract with a possible extension.

APS5 level responsibilities include incident handling and collaboration with vendors to

Qualifications

• Demonstrated ICT support experience within the Australian Public Service or Commonwealth Government environment.
• Experience troubleshooting across Microsoft on-premise and cloud environments (Azure AD preferred).
• Knowledge of ICT service delivery practices and user support processes.

Responsibilities

• Provide ICT support for hardware, software, network, account and device issues.
• Triage, resolve and escalate 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 and incident reporting.

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 escalte 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 proces 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