ICT Support Officer

Local Government Procurement; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

Local Government Procurement (LGP) in Sydney is seeking an ICT Support Officer to deliver frontline staff assistance, diagnose common hardware and software issues, and keep users informed as requests progress. You will help with onboarding, asset records, and core business applications, escalate complex problems to the MSP, and contribute to documentation and process improvements.

This role supports audiovisual setups and maintains ICT records, with a flexible approach to work hours in a modern

Qualifications

• Experience providing frontline ICT support in a service desk or similar environment.
• Proficiency with ticketing systems and documenting resolutions.
• Experience supporting Microsoft 365 apps (Outlook, Teams, SharePoint, Word, Excel, PowerPoint).
• Ability to onboard/offboard staff and maintain ICT asset records.
• Strong communication and customer service skills.

Responsibilities

• Provide frontline ICT support to staff and diagnose common hardware, software and access issues.
• Support audiovisual and meeting room technology and recording of issues.
• Assist with staff onboarding/offboarding and asset management records.
• Develop practical user guides and training materials for staff.
• Escalate complex infrastructure issues to the MSP as needed.
• Contribute to ICT documentation, process improvements and system enhancements.

Skills

Customer service

Ticketing systems

MS 365

Asset management

Documentation

User onboarding

Vendor coordination

Technical support

Training delivery

Communication

Tools

Zendesk

Smartsheet

Microsoft 365

Job description

Be Seen, Heard and Valued - Together, Let's Make a Difference

At Local Government Procurement (LGP), we're a values-driven organisation where people are engaged and empowered to do their best work. We care deeply about wellbeing, flexibility and culture, and we're committed to developing leaders who make a meaningful impact.

Working with us

Modern office in Sydney CBD, a 3-minute walk to Wynyard station.

Full-time (38-hours per week).

Flexible working arrangements to support balance and well-being.

About you

You are a practical, service-focused ICT support professional who enjoys helping people use technology effectively. You communicate technical information in clear, user-friendly language and approach problems with patience, sound judgement and attention to detail.

You take ownership of support requests, keep users informed and follow issues through to resolution. You organise your work well, maintain accurate records and balance day-to-day support with onboarding, asset management, documentation and improvement activities.

You work well with colleagues and service providers, remain calm when priorities change and know when to escalate an issue. You bring curiosity, professionalism and a genuine interest in improving the technology experience for staff.

About the role:

This role is not required to provide technical infrastructure support. We have a Managed Service Provider (MSP) who provides network, server, firewall, patch management, active directory and high-level desktop support.

The ICT Support Officer provides responsive frontline technology support, helping staff access and use the tools they need to work effectively. You will diagnose and resolve common hardware, software and user access issues, support audiovisual and meeting room technology, and keep users informed as their requests progress.

You will also support staff onboarding and offboarding, maintain accurate ICT asset records, assist with core business applications, and develop practical guidance for users. You will work closely with colleagues and external service providers, escalating infrastructure and higher-level technical issues to LGP's managed service provider.

This role also contributes to process improvements, system enhancements and ICT documentation that strengthen the reliability and consistency of support services.

Key accountabilities

Provide timely Tier 1 support to staff by diagnosing common technology issues, resolving issues within the role's scope, keeping users informed and escalating higher-level matters to the appropriate service provider.

Support staff with technology-related queries, deliver practical training, and develop clear user guides that strengthen digital capability.

Coordinate ICT requirements for staff onboarding and offboarding, including equipment, user access and introductory guidance.

Support audiovisual and meeting room technology to enable reliable meetings and presentations.

Maintain accurate ICT asset records and coordinate equipment procurement, configuration, allocation, stock management and secure decommissioning.

Provide operational support for core business applications and elevate complex issues to system vendors or service providers.

Contribute to ICT projects, system enhancements, automation, process improvement and operational documentation.

Managing competing support requests and planned work while keeping staff informed.

Responding calmly to urgent issues and escalating complex matters through the appropriate support channels.

Supporting users with different levels of technical confidence through clear, practical communication.

Maintaining accurate records and consistent processes across support, onboarding, asset management and security requirements.

Experience providing frontline ICT support in a service desk or comparable user support environment.

Experience using a ticketing system to record, manage and resolve support requests.

Experience diagnosing and resolving common hardware, software, user access and peripheral issues.

Experience supporting Microsoft 365 applications, including Outlook, Teams, SharePoint, Word, Excel and PowerPoint.

Experience supporting staff onboarding and offboarding, including equipment setup, account access and introductory guidance.

Experience maintaining ICT asset records across equipment allocation, stock control and decommissioning.

Experience creating user guides, support instructions or other operational documentation.

Skills and capabilities:

Clear written and verbal communication skills, with the ability to explain technology in practical, user-friendly language.

Strong customer service skills and a patient, respectful approach to supporting users with different levels of technical confidence.

Sound problem-solving skills, including the ability to diagnose common issues, identify appropriate next steps and elevate complex matters.

Strong organisation and time management skills, with the ability to manage competing support requests and planned work.

Accurate record-keeping and close attention to detail.

Ability to take ownership of assigned work and keep users informed through to resolution.

Ability to work effectively with colleagues, vendors and managed service providers.

Ability to deliver practical user training and guidance.

Commitment to following ICT security, privacy, asset management and operational procedures.

Experience using Zendesk or another service management platform.

Experience using Smartsheet or a comparable work management tool.

Experience supporting business applications and coordinating issues with external vendors.

Experience contributing to system enhancements, automation or technology improvement projects.

Experience supporting audiovisual and meeting room technology.

About Local Government Procurement

LGP is a private company established in 2006 by Local Government New South Wales (LGNSW), to provide councils with a coordinated, professional approach to procurement. The organisation works closely with councils to meet their procurement needs; and forges sounds business relationships with the suppliers of goods and services to councils, ensuring that all parties in the procurement and supply functions are working successfully and cohesively with the common aim of achieving best practice.

The services provided by LGP include the provision of a portfolio of Local Government specific contracts, which councils can utilise without having to tender in their own right, along with training and strategic procurement consulting services.

LGP is a medium-size business; a flexible place to work, with modern facilities and equipment.

For further information about the role or for a copy of the position description contact Suska Timney at @lgp.org.au . For further information about LGP, visit www.lgp.org.au.

LGP provides fully integrated procurement services. These services include establishing contract panels, consulting, professional development and contract management. Our customers include NSW councils, not for profit organisations, universities, state government agencies and departments.

LGP is a business arm of Local Government NSW (LGNSW), the membership association for all councils in NSW. LGP is also a 'prescribed entity' under s55 of the Local Government Act 1993 (NSW) and the Local Government (General) Regulation 2005 (NSW). This means that councils do not need to go to tender for values greater than the tendering threshold (as they normally would be required to do) and may, instead, utilise supply arrangements coordinated by LGP.

Source: This is an extract from the company's own website.

LGP provides fully integrated procurement services. These services include establishing contract panels, consulting, professional development and contract management. Our customers include NSW councils, not for profit organisations, universities, state government agencies and departments.

LGP is a business arm of Local Government NSW (LGNSW), the membership association for all councils in NSW. LGP is also a 'prescribed entity' under s55 of the Local Government Act 1993 (NSW) and the Local Government (General) Regulation 2005 (NSW). This means that councils do not need to go to tender for values greater than the tendering threshold (as they normally would be required to do) and may, instead, utilise supply arrangements coordinated by LGP.

Source: This is an extract from the company's own website.

What can I earn as an IT Support Officer