Information Technology Help Desk Support

Elysium Digital; Canberra; On-site; AUD 65,000 - 85,000; Full time

Job summary

Elysium Digital in Canberra is seeking an IT Helpdesk Officer on an initial 3-month contract to support end users across a busy ICT team within a government environment. You will provide frontline Level 1/2 support across hardware, software, accounts and device management, contribute to service improvements, and work on site five days a week.

The role requires strong Microsoft technologies knowledge, excellent communication with technical and non-technical stakeholders, and a customer‑focused

Qualifications

• . Experience providing ICT support within government or enterprise environments.
• . Strong troubleshooting across Microsoft technologies.
• . Experience supporting users in Microsoft on-premises and cloud environments.
• . Ability to communicate with both technical and non-technical stakeholders.
• . Experience managing competing priorities in fast-paced support.
• . Strong customer service focus and commitment to quality support.
• . Willing to work on site 5 days per week.

Responsibilities

• Provide Level 1 and Level 2 ICT support across hardware, software, network and device-related issues.
• Triage, resolve and elevate incidents and service requests.
• Administer user accounts, devices, software and ICT assets.
• Support system upgrades, testing, deployments and technology rollouts.
• Maintain ICT documentation, user guides and knowledge base articles.
• Liaise with internal stakeholders, vendors and service providers.
• Assist with cyber security activities including patching, access management and incident reporting.
• Contribute to ongoing service improvement initiatives.
• Baseline Clearance

Skills

Active Directory

Microsoft 365

Intune

ITIL

Communication

Customer service

Tools

ServiceNow

Halo

Job description

We are seeking an IT Helpdesk Officer to join our team for an initial 3 month contract to join a busy and collaborative ICT team supporting end users across a government environment. This is an excellent opportunity for a customer-focused ICT professional with strong service desk and desktop support experience who enjoys working in a hands-on support role.

About the Role

As an IT Helpdesk Officer, you will provide frontline support for a broad range of ICT services, ensuring users receive responsive and effective assistance. You will work across hardware, software, account administration, device management and general ICT support activities while contributing to project work and continuous service improvement initiatives.

Key Responsibilities

• Provide Level 1 and Level 2 ICT support across hardware, software, network and device-related issues.
• Triage, resolve and elevate incidents and service requests.
• Administer user accounts, devices, software and ICT assets.
• Support system upgrades, testing, deployments and technology rollouts.
• Maintain ICT documentation, user guides and knowledge base articles.
• Liaise with internal stakeholders, vendors and service providers.
• Assist with cyber security activities including patching, access management and incident reporting.
• Contribute to ongoing service improvement initiatives.
• Baseline Clearance
• Willing to work on site 5 days per week
• Demonstrated experience providing ICT support within Australian Government or similar enterprise environments.
• Strong troubleshooting and problem-solving skills across Microsoft technologies.
• Experience supporting users in Microsoft on-premises and cloud environments.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Experience managing competing priorities and delivering outcomes in a fast-paced support environment.
• Strong customer service focus and commitment to delivering quality support.
• Ability to work collaboratively within a team while maintaining professionalism and integrity.
• Understanding of ICT security, governance and operational support processes.

Technical Skills

• Active Directory administration.
• Microsoft 365 administration and support.
• Endpoint management technologies such as Intune.
• Experience working within ITIL-based service management environments.
• ServiceNow, Halo or similar ITSM platforms.