ICT Support Officer - APS

APG Workforce; Canberra; On-site; AUD 137,000 - 191,000; Full time

Job summary

APG Workforce in Canberra is seeking an experienced ICT Support Officer for a 3-month, full-time contract based in office. You will deliver frontline ICT helpdesk support to staff across Australia and overseas, resolving issues in a Microsoft on-premise and cloud environment.

The role requires strong troubleshooting, clear communication, and a customer-focused approach, with responsibilities including user account management, incident logging, and contributing to ICT projects and security.

Qualifications

• Baseline Security Clearance (mandatory)
• Australian Citizenship
• APS experience
• Microsoft on-premise and cloud troubleshooting

Responsibilities

• Provide ICT support across hardware, software, networks, user accounts and devices
• Triage, resolve and elevate helpdesk requests per SLAs
• Administer user accounts, systems, software and ICT assets
• Support ICT projects including upgrades and rollouts
• Maintain service records and knowledge articles
• Liaise with stakeholders, vendors and service providers
• Identify recurring issues and suggest process improvements
• Support cyber security requirements including patching and access management

Tools

Active Directory

Azure AD

Job description

APG Workforce are seeking an experienced ICT Support Officer for a contract role based in Canberra.

• Start Date: 7 September 2026
• Duration: 3 months (with possible extension)
• Hours: 37.5 hours per week
• Location: Office-based

The Role:

This is a 100% office-based Helpdesk role supporting a busy Australian Public Service (APS) environment.
Working within the Business Systems Unit (BSU), you will deliver frontline ICT support to staff across Australia and overseas. You’ll be responsible for resolving technical issues, managing service requests, and supporting ICT systems in a Microsoft on-premise and cloud environment.
This role suits a proactive professional with strong troubleshooting skills, excellent communication, and a customer-focused approach.

Key Responsibilities

• Provide ICT support across hardware, software, networks, user accounts and devices
• Triage, resolve and elevate helpdesk requests in line with service levels
• Administer user accounts, systems, software and ICT assets
• Support ICT projects including upgrades, rollouts, testing and implementation
• Maintain accurate service records, procedures, and knowledge articles
• Liaise with internal stakeholders, vendors and service providers
• Identify recurring issues and contribute to process improvements
• Support cyber security requirements including patching, access management and incident reporting
• Assist with maintenance of ICT hardware across office and building environments

Essential Criteria

• Current Baseline Security Clearance (mandatory)
• Australian Citizen
• Demonstrated ICT support experience within the Australian Public Service (APS)
• Strong troubleshooting skills across Microsoft on-premise and cloud environments
• Ability to analyse issues, assess risks and implement practical solutions
• Strong communication skills with both technical and non-technical stakeholders
• Proven ability to manage competing priorities and meet deadlines
• Team-focused approach with professionalism, integrity, and adherence to ICT governance and security

Desirable

• Experience with Active Directory (on-premise) and Azure AD
• Understanding of ITIL principles