ICT Support Officer (Contract)

Lookahead; Canberra; On-site; AUD 70,000 - 90,000; Full time

Job summary

Lookahead is seeking an ICT Support Officer for a frontline helpdesk role within a federal agency's Business Systems Unit on a 3-month contract, with potential extension. The position supports staff in Australia and overseas, handling hardware, software, network, account and device issues from the Barton, ACT site.

You will be the first point of contact for ICT issues, triaging requests, administering accounts, and contributing to ICT upgrades, while aligning with ITIL practices and security

Qualifications

• Experience providing ICT support in a Commonwealth or Australian Public Service environment.
• Troubleshooting in a Microsoft on-prem and cloud environment.
• Strong communicator, equally at ease with technical and non-technical stakeholders.
• Good at juggling competing priorities and meeting deadlines in a busy service desk environment.
• A collaborative team player who takes ICT security and governance seriously.

Responsibilities

• Triage and resolve service requests and incidents.
• Administer user accounts, systems, devices and ICT asset records.
• Support project rollouts and testing.
• Keep procedures and knowledge articles up to date.
• Support cyber security controls like patching and access management.

Skills

ICT support

Microsoft troubleshooting

Active Directory

ITIL

Stakeholder communication

Tools

Azure AD

Job description

The Role

A federal agency is looking for an ICT Support Officer to join its Business Systems Unit on a 3 month contract, with the option of a further 3 month extension. This is a frontline helpdesk role supporting staff both in Australia and overseas, covering everything from hardware and software troubleshooting to network, account and device support.

You will be the first point of contact for ICT issues, working within a small, close knit team to keep the agency's technology running smoothly day to day, while also getting involved in broader ICT projects, upgrades and rollouts.

Key Responsibilities

Day to day you'll triage and resolve service requests and incidents, administer user accounts, systems, devices and ICT asset records, support project rollouts and testing, and keep procedures and knowledge articles up to date. You'll work closely with staff and vendors to keep service delivery humming, spot recurring issues before they become bigger problems, and support cyber security controls like patching and access management.

About You

• Experience providing ICT support in a Commonwealth or Australian Public Service environment, whether as an employee or contractor
• Comfortable troubleshooting in a Microsoft on-prem and cloud environment
• Strong communicator, equally at ease with technical and non-technical stakeholders
• Good at juggling competing priorities and meeting deadlines in a busy service desk environment
• A collaborative team player who takes ICT security and governance seriously
• Experience with Active Directory (on-prem and Azure AD) is a plus
• An understanding of ITIL principles is a plus

The Details

This is a 5 days a week onsite role in Barton, ACT (37.5 hours per week) starting in September 2026. You must currently hold an active Baseline security clearance to be considered, as sponsorship isn't available for this engagement. Rate will be discussed based on experience.