ICT Support Officer with Baseline clearance

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

Job summary

ZSoft Technologies in Canberra is seeking an experienced ICT Support Officer to deliver frontline helpdesk support to users across the APS environment. You will troubleshoot hardware and software issues, manage user accounts and devices, and maintain ICT asset records in a hands-on, 100% office-based setting.

This role emphasizes customer-focused service, incident resolution, and collaboration with the ICT team on projects and security controls.

Qualifications

• Experience providing ICT support within the Australian Public Service.
• Hands-on experience with Microsoft on-premises and cloud environments.
• Excellent communication and problem-solving skills.
• Baseline security clearance is mandatory.

Responsibilities

• Provide Level 1/2 ICT support for hardware, software, network, account and device issues.
• Triage, resolve and escalate incidents within service levels.
• Support Microsoft on-premises and cloud environments.
• Administer user accounts, devices, software and ICT asset records.
• Support ICT upgrades, testing, rollouts and implementation activities.
• Prepare and maintain ICT procedures, user guides and knowledge articles.
• Liaise with users, vendors and service providers to resolve ICT issues.
• Identify recurring issues and contribute to service and process improvements.
• Support cyber security controls, patching, access management and incident reporting.
• Provide professional and customer-focused support to technical and non-technical users.

Skills

ICT support

Helpdesk

Active Directory

Azure AD / Entra ID

Microsoft 365

ITIL

Cloud services

Cybersecurity

Azure

Governance

Education

Public Sector experience

Tools

Active Directory

Azure AD / Entra ID

Microsoft 365

Job description

ICT Support Officer with Baseline clearance

ICT Support Officer | Baseline Clearance | Full-Time Onsite I Canberra

We are seeking an experienced ICT Support Officer to provide frontline ICT support to users across Australia and overseas.

Working as part of a Business Systems Unit, you will provide responsive helpdesk support, troubleshoot hardware and software issues, manage user accounts and devices, maintain ICT asset records, and contribute to ICT projects and operational activities.

This is a 100% office-based role and requires hands-on support for user and building ICT hardware.

Key Responsibilities

• Provide Level 1/2 ICT support for hardware, software, network, account and device issues.
• Triage, resolve and escalate incidents and service requests within agreed service levels.
• Support Microsoft on-premises and cloud environments.
• Administer user accounts, devices, software and ICT asset records.
• Support ICT upgrades, testing, rollouts and implementation activities.
• Prepare and maintain ICT procedures, user guides and knowledge articles.
• Liaise with users, vendors and service providers to resolve ICT issues.
• Identify recurring issues and contribute to service and process improvements.
• Support cyber security controls, patching, access management and incident reporting.
• Provide professional and customer-focused support to technical and non-technical users.

Essential Skills & Experience

• Demonstrated experience providing responsive ICT support within the Australian Public Service, including troubleshooting technical issues and supporting users in Microsoft on-premises and cloud environments.
• Strong analytical and problem-solving skills, with the ability to assess issues, identify risks and recommend practical solutions.
• Excellent communication skills with the ability to support both technical and non-technical stakeholders.
• Ability to manage competing priorities, meet deadlines and deliver quality outcomes in a busy ICT service environment.
• Strong teamwork, professionalism and integrity, with an understanding of ICT security, governance and APS workplace requirements.
• Experience maintaining ICT systems, devices, assets and user accounts.
• Current Baseline security clearance is mandatory.

Desirable Experience

• Active Directory - on-premises and Azure AD / Microsoft Entra ID.
• Understanding of ITIL principles and service management practices.
• Experience with Microsoft 365 and cloud-based ICT services.
• Experience supporting ICT projects, deployments and technology rollouts.

What We’re Looking For

We are looking for a customer-focused ICT professional who enjoys troubleshooting, helping users and delivering reliable technology services.

You should be comfortable working in a busy helpdesk environment, handling competing priorities and providing hands‑on support for ICT equipment and systems.

If you have strong APS ICT support experience, Microsoft environment skills and a current Baseline clearance, we would like to hear from you.

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