ICT Support Officer (Baseline Cleared)

XPT Software Australia Pty Ltd; Canberra; On-site; AUD 65,000 - 86,000; Full time

Job summary

XPT Software Australia Pty Ltd is seeking an ICT Support Officer (Baseline Cleared) to provide frontline ICT support to staff in Canberra and overseas. The role focuses on responding to helpdesk requests, resolving routine ICT issues, maintaining service records, and assisting with deployment and management of ICT equipment.

Working within the Business Systems Unit, you will help deliver reliable, customer-focused ICT services while supporting broader ICT projects and operational activities.

Qualifications

• Experience delivering responsive ICT support to public sector users.
• Ability to analyze ICT issues and propose practical solutions.
• Clear communication with technical and non-technical stakeholders.
• Capacity to manage priorities and meet deadlines in a busy service environment.

Responsibilities

• Provide ICT support for hardware, software, networks, accounts and devices.
• Triage, resolve and escalate service requests per SLA.
• Administer user accounts, systems, devices, software and asset records.
• Support ICT projects, upgrades, testing, rollouts and implementations.
• Prepare and update ICT procedures, user guides and knowledge articles.
• Liaise with staff, vendors and service providers to support delivery.

Skills

ICT support

Microsoft environments

Stakeholder communication

Problem solving

APS culture familiarity

Job description

XPT Software Australia Pty Ltd | Contract

ICT Support Officer (Baseline Cleared)

Canberra, Australia | Posted on 08/17/2026

• State/Province Australian Capital Territory
• Country Australia

About Us

AboutXPT

• XPT SoftwareAustralia PTY Ltd, incorporated in 2016, is a Software Services company
• XPT works with topclients across Australia in Banking, Insurance, Telecom,Retail, Energy, Mining and Manufacturingdomains.
• We have 120+technocrats in Australia working at our clientlocations.
• XPT SoftwareAustralia is part of group companies which has globalpresence across India & Europe.
• We have served100+ clients globally, fulfilling their onsite-offshoreneeds.

Job Description

Job details

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.

Key duties and responsibilities

The successful candidate will:

• 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.

Criteria

• 1. 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.
• 2. Demonstrated ability to analyse ICT issues, apply sound judgement, identify risks, develop practical solutions, and make recommendations that improve systems, processes, or user outcomes.
• 3. Demonstrated ability to communicate clearly with technical and non-technical stakeholders, providing advice and supporting users with ICT issues.
• 4. 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.
• 5. 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.