IT Support Officer

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

Job summary

Transport For NSW in McLeods Shoot, NSW, is seeking a permanent full-time IT Support Officer to provide frontline IT support. You will resolve incidents, manage service requests, and ensure service levels are met while coordinating with vendors and teams.

You will work across PC/LAN environments, Windows OS, AD and SCCM, with on-call shifts and occasional travel to Tweed Heads. This in-person role demands strong customer service and collaboration skills.

Qualifications

• Level 1 IT support experience for PC/LAN environments.
• Experience with Windows OS, Office 2016+, telephony and conferencing tech.
• Familiar with AD and SCCM administration.
• ITIL-based service management and incident handling knowledge.

Responsibilities

• Provide timely IT incident and service request support with good customer service.
• Troubleshoot hardware, software, OS and app issues with coordination to teams.
• Manage desktop support activities: deployments, patching, relocations, maintenance, logging.
• Create knowledge articles, user guides and FAQs to drive permanent solutions.
• Mentor junior analysts, handle escalations, maintain safety compliance and teamwork.

Skills

PC/LAN support

Microsoft Windows

On-call / shifts

Customer service

Tools

Active Directory

SCCM

ITIL-based service mgmt

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 Saturday 10 October, 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.

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