Information Technology Support Officer

Azooa

Canberra

On-site

AUD 127,000 - 141,000

Full time

3 days ago

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Benefits offered by this job

Baseline security clearance

On-site role in Barton

37.5 hours per week

Job summary

Azooa is seeking an experienced ICT professional for an APS5‑equivalent ICT Support Officer role with the Australian Centre for International Agricultural Research (ACIAR) in Barton, ACT. You will provide frontline ICT support to staff in Australia and overseas and contribute to ICT projects, upgrades and cyber security activities.

The role emphasizes hands‑on troubleshooting, service delivery, good communication and a practical approach to ICT incidents, with on‑site work required for the full

Qualifications

Australian Public Service ICT support experience.
Hands‑on day‑to‑day ICT support and troubleshooting.
Experience with Microsoft on‑premises and cloud environments.
Experience with user accounts, access administration, desktops and devices.
Ability to analyse ICT issues, identify risks and develop practical solutions.
Strong customer‑service skills and clear communication.
Sound judgement and escalation when needed.
Experience balancing incidents, service requests and project work.

Responsibilities

Provide frontline ICT support for hardware, software, network and devices.
Triaging, resolving and escalating incidents and service requests.
Troubleshoot issues and restore services quickly.
Administer user accounts, systems, devices and ICT asset records.
Support Microsoft on‑premises and cloud environments.
Assist with Active Directory and Azure AD administration.
Support ICT projects, upgrades, testing and rollouts.
Maintain ICT procedures, user guides and knowledge articles.
Liaise with staff, vendors and service providers to support ICT service delivery.

Skills

ICT support

Troubleshooting

Active Directory

Azure AD/Entra ID

Microsoft 365

Incident management

Customer service

Documentation

Vendor coordination

Security awareness

Tools

Windows OS

Microsoft 365

Azure AD

ITIL framework

Job description

Azooa is preparing a response for LH-07449 – ICT Support Officer with the Australian Centre for International Agricultural Research (ACIAR) and we’re looking for an experienced, hands‑on ICT professional to join this opportunity.

If you’re someone who enjoys being the person others can rely on when technology needs to work — whether that means troubleshooting a device, resolving an account issue, supporting Microsoft environments or helping deliver an ICT rollout — this role could be a great fit.

Working within ACIAR’s Business Systems Unit (BSU), you’ll provide frontline ICT support to staff in Australia and overseas while also contributing to ICT projects, upgrades, testing, implementations and broader operational activities.

This is an APS5‑equivalent role with a strong focus on practical ICT support, responsive service delivery and customer experience.

The opportunity

ACIAR needs someone who can combine strong technical troubleshooting skills with patience, clear communication and sound judgement.

You’ll be supporting the technology people depend on every day — from user accounts and devices through to networks, cloud services, hardware and software.

At the same time, you’ll have opportunities to contribute beyond the helpdesk by supporting upgrades, testing, rollouts, cyber security activities and continuous improvement across the ICT environment.

It’s a role where your work will be visible, practical and valued.

What you’ll be doing

Your responsibilities will include:

Providing frontline ICT support for hardware, software, network, account and device issues
Triaging, resolving and escalating incidents and service requests in line with agreed service levels
Troubleshooting technical issues and helping users get back up and running quickly
Administering user accounts, systems, devices, software and ICT asset records
Supporting Microsoft on‑premises and cloud environments
Assisting with Active Directory and Azure AD / Microsoft Entra ID administration
Supporting ICT projects, upgrades, testing, rollouts and implementation activities
Maintaining user and building ICT hardware as part of the onsite helpdesk function
Supporting cyber security controls, patching, access management and incident reporting
Preparing and maintaining ICT procedures, user guides and knowledge articles
Liaising with staff, vendors and service providers to support effective ICT service delivery
Identifying recurring issues and contributing ideas for service and process improvements
Helping ensure ICT activities are delivered in accordance with security, governance and operational requirements

Who we’re looking for

We’re particularly interested in candidates who have practical Australian Public Service ICT support experience.

This isn’t purely a project‑management or administrative position. The successful candidate needs to be comfortable getting hands‑on with day‑to‑day ICT support and troubleshooting.

You’ll ideally bring:

Demonstrated experience delivering responsive ICT support within the Australian Public Service
Strong troubleshooting capability across technical issues, user support and ICT systems
Experience supporting Microsoft on‑premises and cloud environments
Experience with user accounts, access administration, desktops, devices and hardware
The ability to analyse ICT issues, identify risks and develop practical solutions
Strong customer‑service skills and the ability to communicate confidently with technical and non‑technical users
The ability to exercise sound judgement and know when an issue needs to be escalated
Experience balancing incidents, service requests, operational activities and project work
The ability to manage competing priorities, monitor progress and meet deadlines
Experience supporting ICT projects, upgrades, testing or rollout activities
A collaborative and professional approach to working with colleagues, vendors and stakeholders
An understanding of ICT security and governance requirements

You don’t necessarily need every item on that list, but strong APS ICT support experience, Microsoft capability and current Baseline clearance will be important differentiators.

Experience that will help you stand out

Experience across any of the following will be highly regarded:

Active Directory on‑premises
Microsoft 365 and cloud support
Service desk and helpdesk environments
ITIL principles and ITIL‑aligned service delivery
ICT asset and device administration
User account and access management
Desktop and hardware troubleshooting
Cyber security controls and patching
Incident and service request management
ICT upgrades, testing and implementation
User documentation and knowledge management
Vendor and stakeholder coordination

Security clearance

A current Australian Government Baseline security clearance (minimum) is essential for this opportunity.

Candidates who already hold a current Baseline clearance will be prioritised.

This role is 100% office based in Barton, ACT.

Because the position provides frontline helpdesk support and is responsible for maintaining user and building ICT hardware, ACIAR requires the successful candidate to work onsite for the full engagement.

Please make sure you’re comfortable with a fully onsite arrangement before applying.

Organisation: Australian Centre for International Agricultural Research (ACIAR)
Maximum hours: 37.5 hours per week

The RFQ does not specify a published maximum hourly rate.

For candidates with relevant APS ICT support experience and a current Baseline clearance, Azooa is currently considering the following value‑for‑money positioning:

Pty Ltd: approximately $92–$102/hour + GST

Final positioning will depend on your experience, clearance, technical capability and overall fit for the requirement.

If you have particularly strong APS experience combined with Active Directory, Azure AD / Entra ID and broad hands‑on ICT support capability, please still reach out with your expected rate.

Why this opportunity?

This role offers the chance to bring together the parts of ICT support that can make the work genuinely rewarding: solving real problems, helping people, taking ownership and contributing to improvements.

You won’t simply be working through tickets.

You’ll be supporting staff, maintaining essential ICT services, contributing to projects and rollouts, strengthening documentation and helping the Business Systems Unit deliver a reliable experience for its users.

For someone who enjoys being hands‑on, working collaboratively and seeing the direct impact of their work, there’s plenty to get involved in.

Interested?

We’d love to hear from experienced ICT support professionals who can demonstrate strong APS experience, hands‑on Microsoft support capability and a current Baseline clearance.

When applying, make sure your CV clearly demonstrates your experience with: