IT Support Officer

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

Job summary

Transport for NSW is seeking an IT Support Officer for a permanent full-time role based in McLeods Shoot, NSW. You will provide first-line IT support across PC/LAN environments, Windows, Office 2016+, telephony, and conferencing technologies, and you will administer user and computer accounts using Microsoft Active Directory and SCCM.

You will work within ITIL-based service management, participate in incident management, and contribute to service delivery and knowledge management.

Qualifications

• Strong Level 1 IT support across PC/LAN, Windows, Office 2016+, telephony and conferencing.
• Experience delivering desktop support within ITIL-based service management environments.
• Knowledge of ITIL foundations and incident management processes.
• Flexible to rostered shifts and travel across locations.

Responsibilities

• Provide timely and effective IT incident and service request support with strong customer service.
• Troubleshoot hardware, software, OS, and application issues coordinating with teams and vendors.
• Manage desktop support activities including deployments, patching, relocations, and ticket logging in the ITSM tool.
• 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

Windows

Office 2016+

Telephony

Conferencing technologies

Active Directory

SCCM

ITIL

Incident management

On-call support

Tools

Active Directory

SCCM

ITSM tool

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.

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.

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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