Information Technology Support Officer

CYOS Solutions; Canberra; On-site; AUD 69,000 - 90,000; Full time

Job summary

CYOS Solutions in Canberra is seeking an ICT Support Officer to provide frontline ICT support to staff in Australia and overseas. The role is 100% office-based at Barton, ACT, with a 3-month contract and potential extension of 3 months.

A Baseline security clearance is required and the position offers a competitive hourly rate. The role focuses on responding to helpdesk requests, resolving routine ICT issues, maintaining service records, and supporting deployment and management of ICT equipment

Qualifications

• Experience delivering ICT support in a professional environment.
• Ability to analyze ICT issues and provide practical solutions.
• Strong communication with technical and non-technical stakeholders.
• Experience with Microsoft on-prem and cloud environments.
• Understanding of ITIL principles and governance.

Responsibilities

• Provide ICT support for hardware, software, network, accounts, and devices.
• Triage, resolve and escalate service requests per SLAs.
• Administer user accounts and ICT asset records.
• Support ICT projects, testing, rollouts and implementations.
• Prepare and update ICT procedures and knowledge articles.
• Liaise with staff, vendors and service providers to deliver ICT services.
• Identify recurring issues and contribute to service improvements.
• Support cyber security controls and incident reporting.
• Role is 100% office-based.

Skills

ICT support

Helpdesk

Active Directory

Azure AD

ITIL

Tools

Active Directory on-prem

Azure AD

Microsoft 365

Job description

Estimated start date: Monday, 07 September 2026

Location of work: ACT

Working arrangements: Full time onsite at their Canberra office based in Barton

Length of contract: 3 months

Contract extensions: 1 x 3 months

Security clearance: Must have Baseline security clearance

Rates: $50 - $65 per hour (inc. super)

The ICT Support Officer provides frontline ICT support services to ACIAR staff in Australia and overseas. The role is responsible for responding to helpdesk requests, resolving routine ICT issues, maintaining accurate service records, and supporting the deployment and management of ICT equipment.

Working as part of the Business Systems Unit (BSU), the position contributes to the delivery of reliable and customer-focused ICT services while supporting broader ICT projects and operational activities. The role requires strong communication skills, sound problem-solving abilities, and a commitment to delivering high-quality customer service.

Key duties and responsibilities:

• Provide ICT support for hardware, software, network, account and device issues.
• Triage, resolve and elevate service requests and incidents in line with service levels.
• Administer user accounts, systems, devices, software 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.
• As this is a Helpdesk role, and will require maintenance of user and building ICT hardware, this role is 100% office-based

Essential experience & requirements:

• Demonstrated experience providing responsive ICT support in the Australian Public Service, troubleshooting technical issues, supporting users, maintaining ICT systems and contributing to reliable service delivery in a Microsoft on-prem & cloud environment.
• Demonstrated ability to analyse ICT issues, apply sound judgement, identify risks, develop practical solutions, and make recommendations that improve systems, processes, or user outcomes.
• Demonstrated ability to communicate clearly with technical and non-technical stakeholders, providing advice and supporting users with ICT issues.
• Demonstrated ability to manage competing priorities, monitor progress, meet deadlines, support ICT projects or operational tasks, and deliver quality outcomes in a busy service environment.
• Demonstrated ability to work collaboratively, support team capability, act with professionalism and integrity, follow ICT security and governance requirements, and contribute positively to APS workplace culture.
• Demonstrated experience providing responsive ICT support in the Australian Public Service, troubleshooting technical issues, supporting users, maintaining ICT systems and contributing to reliable service delivery in a Microsoft on-prem & cloud environment.
• Demonstrated ability to analyse ICT issues, apply sound judgement, identify risks, develop practical solutions, and make recommendations that improve systems, processes, or user outcomes.
• Demonstrated ability to communicate clearly with technical and non-technical stakeholders, providing advice and supporting users with ICT issues.
• Demonstrated ability to manage competing priorities, monitor progress, meet deadlines, support ICT projects or operational tasks, and deliver quality outcomes in a busy service environment.
• Demonstrated ability to work collaboratively, support team capability, act with professionalism and integrity, follow ICT security and governance requirements, and contribute positively to APS workplace culture.
• Experience in Active Directory on premise and Azure AD.
• Demonstrated understanding of ITIL principles.