ICT Support & Projects Officer (APS5) – Canberra

SoftLabs ANZ Limited.; Canberra; On-site; AUD 70,000 - 95,000; Full time

Job summary

SoftLabs ANZ Limited. seeks an ICT Support Officer to provide frontline ICT support to Department staff in Australia and overseas, with 100% office-based work in Barton, ACT.

The role requires handling helpdesk requests, resolving routine ICT issues, maintaining service records, and supporting deployment and management of ICT equipment. Strong communication and problem-solving skills are essential for reliable services.

Qualifications

• Demonstrated experience providing responsive ICT support in the Australian Public Service or similar environments.
• Ability to analyse ICT issues, apply judgement, identify risks and propose practical solutions.
• Strong communication with technical and non-technical stakeholders.
• Ability to manage competing priorities, monitor progress and meet deadlines.
• Commitment to following ICT security and governance requirements.

Responsibilities

• Provide ICT support for hardware, software, network, accounts and devices.
• Triage, resolve and elevate service requests and incidents in line with service levels.
• Administer user accounts, systems, devices 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.
• This role is 100% office-based in ACT.

Skills

ICT support

Service desk

Microsoft on-prem & cloud

Active Directory

ITIL principles

Stakeholder communication

Prioritization & time management

Azure AD

Microsoft 365

Tools

Azure AD

Microsoft 365

Job description

SoftLabs ANZ Limited. seeks an ICT Support Officer to provide frontline ICT support to Department staff in Australia and overseas, with 100% office-based work in Barton, ACT.

The role requires handling helpdesk requests, resolving routine ICT issues, maintaining service records, and supporting deployment and management of ICT equipment. Strong communication and problem-solving skills are essential for reliable services.