IT Support Officer

Transport for NSW; Mcleods Shoot; On-site; AUD 65,000 - 90,000; Full time

Job summary

Transport for NSW invites applications for a permanent full-time IT Support Officer based in McLeods Shoot. You will provide timely IT incident and service request support, resolve hardware and software issues, and coordinate with vendors.

The role covers desktop support, device deployments, patch management, and knowledge management. You’ll mentor junior analysts, manage escalations, ensure safety compliance, and participate in on-call rotations.

Qualifications

• Strong Level 1 IT support across PC/LAN, Windows, Office 2016+, telephony and conferencing.
• Experience administering user/computer accounts via Active Directory and SCCM.
• ITIL-based service management experience and incident resolution.
• Understanding ITIL principles and service delivery processes.
• Flexibility for rostered shifts, on-call support, and travel across locations.

Responsibilities

• Provide timely and effective support for IT incidents and service requests with excellent customer service and resolution within agreed SLAs.
• Troubleshoot and resolve hardware, software, OS, and application issues while coordinating with technical teams, stakeholders, and vendors.
• Manage desktop support activities including device deployments, patch management, relocations, system maintenance, and ticket logging in the ITSM tool.
• Contribute to knowledge management by creating documentation, knowledge articles, user guides, FAQs, and identifying recurring issues.
• Mentor junior analysts, handle escalations, maintain safety compliance, and demonstrate collaboration and leadership.
• Work outside of normal hours (24/7) for on-call support.
• Position based in McLeods Shoot with occasional travel to Tweed Heads.

Skills

IT support

Customer service

Team collaboration

On-call support

Problem solving

Tools

Active Directory

SCCM

Office 2016+

Job description

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.