ICT Support Officer at CYOS Solutions

CYOS Solutions; Canberra; On-site; AUD 69,000 - 90,000; Full time

Job summary

CYOS Solutions in Canberra is seeking an ICT Support Officer to provide frontline ICT support to staff in Australia and overseas. The role focuses on helpdesk responses, resolving routine ICT issues, maintaining service records, and supporting deployment of ICT equipment.

This is a full-time, on-site position with potential contract extensions, based in Barton, ACT. Responsibilities include supporting hardware, software, network, accounts, and devices; managing service requests; updating

Qualifications

• 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.
• Ability to analyse ICT issues, apply sound judgement, identify risks, develop practical solutions, and make recommendations that improve systems, processes, or user outcomes.
• Clear communication with technical and non-technical stakeholders, providing advice and supporting users with ICT issues.
• Ability to manage competing priorities, monitor progress, meet deadlines, support ICT projects or operational tasks, and deliver quality outcomes in a busy service environment.
• 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.

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.

Skills

ICT support experience

Microsoft on-prem & cloud

Communication skills

Prioritisation & multitasking

Team collaboration

Tools

Active Directory on prem

Azure AD

Job description

ICT Support Officer – CYOS Solutions

The ICT Support Officer provides frontline ICT support services to ACIAR 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.

This Full time on site position offers great opportunities for career growth.

Location of work: ACT

Working arrangements: Full time onsite at their Canberra office based in Barton

Length of contract: 3 months

Contract extensions: 3 months

Security clearance: Must have Baseline security clearance

Rates: $50 - $65 per hour (inc. super)

Application closing date: Sunday, 30 August 2026 11:59pm, Canberra time

Estimated start date: Monday, 07 September 2026

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.

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.

Desirable criteria

• Experience in Active Directory on premise and Azure AD.
• Demonstrated understanding of ITIL principles.