ICT Support Officer

Exclaim IT; Canberra; On-site; AUD 65,000 - 90,000; Full time

Job summary

Exclaim IT is seeking an experienced ICT Support Officer to provide frontline ICT support to staff across Australia and overseas. You will handle helpdesk requests, troubleshoot routine issues and maintain accurate service records.

This 100% office-based role emphasises customer service, practical problem-solving and reliable ICT delivery, with opportunities to support projects and security controls within a professional Australian Government environment.

Qualifications

• Current minimum Baseline security clearance is essential.
• Experience providing responsive ICT support within APS is desirable.
• Experience troubleshooting in Microsoft on-premises and cloud environments.
• Strong customer service and communication skills for technical and non-technical users.
• Ability to analyse ICT issues and develop practical solutions.

Responsibilities

• Provide frontline ICT support across hardware, software, network, and accounts.
• Triage, resolve and escalate service requests per SLAs.
• Administer user accounts, devices, and asset records.
• Support ICT projects, upgrades, testing, and rollouts.
• Prepare and maintain ICT procedures and knowledge articles.
• Collaborate with vendors and internal stakeholders for service delivery.
• Identify recurring issues and contribute to improvements.
• Support cyber security controls, patching, and incident reporting.
• Maintain ICT hardware as part of frontline helpdesk.

Skills

Customer service

Troubleshooting

Microsoft 365

ICT support

Communication skills

Tools

Active Directory

ITSM tools

Job description

We are seeking an experienced ICT Support Officer to provide frontline ICT support to staff across Australia and overseas.

Working as part of the Business Systems Unit, you will be responsible for responding to helpdesk requests, troubleshooting and resolving routine ICT issues, maintaining accurate service records, and supporting the deployment and management of ICT equipment.

This is a 100% office-based role, with a strong focus on customer service, practical problem-solving and reliable ICT service delivery.

Key responsibilities

• Provide frontline ICT support across hardware, software, network, account and device-related issues.
• Triage, resolve and escape service requests and incidents in line with agreed service levels.
• Administer user accounts, systems, devices, software and ICT asset records.
• Support ICT projects, upgrades, testing, rollouts and implementation activities.
• Prepare and maintain ICT procedures, user guides and knowledge articles.
• Liaise with internal stakeholders, vendors and service providers to support effective ICT service delivery.
• Identify recurring technical issues and contribute to service and process improvements.
• Support cyber security controls, patching, access management and incident reporting.
• Maintain user and building ICT hardware as part of the frontline helpdesk function.

Highly desirable criteria

• Current minimum Baseline security clearance is essential.
• Demonstrated experience providing responsive ICT support within the Australian Public Service (APS).
• Experience troubleshooting and resolving technical issues in a Microsoft on-premises and cloud environment.
• Strong customer service and communication skills, with the ability to support both technical and non-technical users.
• Ability to analyse ICT issues, exercise sound judgement, identify risks and develop practical solutions.
• Experience supporting ICT projects, system upgrades, testing and technology rollouts.
• Experience with ICT asset management, user administration and service records.
• Understanding of ICT security, patching, access management and incident reporting.
• Experience working with vendors and external service providers.
• Familiarity with APS ICT governance, security and operational environments.

Skills and experience

• Experience delivering responsive ICT support and maintaining reliable ICT services.
• Strong analytical and problem-solving skills, with the ability to investigate issues and recommend practical improvements.
• Excellent verbal and written communication skills.
• Ability to manage competing priorities, meet deadlines and maintain quality outcomes in a busy service environment.
• Strong teamwork and collaboration skills, with a professional and customer-focused approach.
• Commitment to ICT security, governance, confidentiality and workplace integrity.
• Ability to work effectively with technical and non-technical stakeholders.
• A proactive approach to identifying service improvements and supporting team capability.
• Opportunity to work within a professional Australian Government environment.
• Exposure to a broad range of ICT support, operational and project activities.
• Work alongside experienced ICT professionals and key business stakeholders.
• Opportunity to contribute to service improvements and technology initiatives.
• A customer-focused environment where your technical expertise and problem-solving skills will make a direct impact.

Please note that a National Police Check might be required as part of pre-employment screening.