ICT Support Officer

Strategic Partners Australia; Canberra; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Referral bonus

Job summary

Strategic Partners Australia in Canberra is seeking an ICT Support Officer at APS6 level to deliver frontline ICT support for staff across the department. This 6-month contract is office-based in Barton and requires Baseline Security Clearance or above.

You will triage requests, maintain records, support deployments, and collaborate with the BSU to ensure reliable service delivery. Strong communication, problem-solving, and ITIL-aligned practices are essential.

Qualifications

• Experience providing responsive ICT support in a public service or similar environment.
• Ability to analyse ICT issues, apply judgment, and propose practical solutions.
• Clear communication with technical and non-technical stakeholders to assist users.

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.
• Support 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.

Skills

ICT support experience

Microsoft on-prem & cloud

Strong communication

Problem solving

Tools

Active Directory on premise

Azure AD

Job description

Strategic Partners Australia – Canberra ACT

One of our Federal Government Clients is seeking to engage a ICT Support Officer - APS6

• Contract Duration: 06 Months (03 Months initially + 03 Months extension)
• Work Location: Only Canberra (100% Onsite Office based - Barton)
• Eligibility: You must need to have Baseline Security Clearance or above.
• Tentative Start Date: 7th Sep 2026
• Working Hours: 7.5 hours a day/ 37.5 hours a week

Overview

The ICT Support Officer provides frontline ICT support services to department staff in Australia and overseas. The role is responsible for responding to helpdesk requests, resolving routine ICT issues, maintaining accurate service records, and supporting the deployment and management of ICT equipment.

Working as part of the Business Systems Unit (BSU), the position contributes to the delivery of reliable and customer-focused ICT services while supporting broader ICT projects and operational activities. The role requires strong communication skills, sound problem-solving abilities, and a commitment to delivering high-quality customer service.

Key duties and 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.
• Support 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.

Essential experience & requirements

• Demonstrated experience providing responsive ICT support in 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.

Essential Criteria

• Demonstrated experience providing responsive ICT support in 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.
• Experience in Active Directory on premise and Azure AD.
• Demonstrated understanding of ITIL principles.

Referral incentive program:

$1000 for each successful referral after the successful selection and joining of the referred candidates