IT Support Officer

Transport for NSW; Coopers Shoot; On-site; AUD 112,000 - 123,000; Full time

Job summary

Transport for NSW is seeking an IT Support Officer for a permanent full-time role based at McLeods Shoot, NSW. You will provide timely IT incident support and service requests, ensuring quality service within agreed SLAs and collaborating with cross-functional teams.

You will troubleshoot hardware/software/OS/app issues, manage desktop support tasks including device deployments and patching, and contribute to knowledge management with documentation and guides.

Qualifications

• Strong Level 1 IT support across Windows PC/LAN environments.
• Experience delivering desktop support in ITIL-based service management.
• Knowledge of Active Directory and SCCM.
• Willingness to work rostered shifts and on-call travel.
• Excellent customer service and incident resolution.

Responsibilities

• Provide timely and effective support for IT incidents and service requests with excellent customer service.
• Troubleshoot and resolve hardware, software, OS and application issues coordinating with teams and vendors.
• Manage desktop support activities including device deployments, patching, relocations and ticket logging in ITSM.
• Contribute to knowledge management with documentation, guides, FAQs and identifying recurring issues.
• Mentor junior analysts, handle escalations, maintain safety compliance and demonstrate collaboration.

Skills

Level 1 IT support

PC/LAN environments

Microsoft Windows

Office 2016+

Telephony

Conferencing technologies

Active Directory

SCCM

ITIL service management

Incident management

Rostered shifts/on-call

Tools

SCCM

Job description

Organisation/Entity: Transport For NSW

Job category: Projects

Job location: McLeods Shoot, NSW, AU, 2479

Job reference number: 111649

Employment type: Permanent Full-Time

Salary range: $111625.0-$122786.0

You can be part of the team that enables significant service improvements for our people.

You know that not all tech and digital roles are the same. Be part of a team that ensures a safe, efficient, integrated transport system that keeps people and goods moving, connects communities and shapes the future of our cities and regions.

We currently have a permanent full-time opportunity for an IT Support Officer to join team based in McLeods Shoot.

In this role:

• You will provide timely and effective support for IT incidents and service requests, ensuring excellent customer service and resolution within agreed service levels.
• You will troubleshoot and resolve hardware, software, operating system, and application issues while coordinating with technical teams, stakeholders, and vendors as required.
• You will manage desktop support activities including device deployments, patch management, relocations, system maintenance, and accurate ticket logging within the ITSM tool.
• You will contribute to knowledge management by creating documentation, knowledge articles, user guides, FAQs, and identifying recurring issues to drive permanent solutions.
• You will support team success by mentoring junior analysts, handling escalations, maintaining safety compliance, and demonstrating strong collaboration and leadership behaviours.

In addition to the above, there will be requirements to work outside of normal working hours (24/7) for on call support.

This position is based at McLeods Shoot with an occasional travel to Tweed heads.

About You

• You have strong Level 1 IT support expertise across PC/LAN environments, Microsoft Windows, Office 2016+, telephony, and conferencing technologies.
• You are skilled in administering user and computer accounts using Microsoft Active Directory and SCCM.
• You have hands‑on experience delivering desktop support within ITIL-based service management and managed services environments.
• You possess a solid understanding of ITIL Foundation principles, operational support processes, incident management, and service delivery best practices.
• You demonstrate flexibility to support business operations through rostered shifts, on-call support, travel across location.

Who We Are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Join us

Our workforce is as diverse as the community we serve. If you'd like further information on our inclusion and diversity initiatives, visit Transport careers.

This is an in‑person, on‑site role.

Applications close 11:59 PM Sunday 15 November, 2026.

For more information about this role, please contact [e-mail].

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us.

Learn more about how to apply via Our recruitment process | Transport for NSW.

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