IT Support Officer

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

Job summary

Transport for NSW is seeking a dedicated IT technician to deliver prompt Level 1 IT support at our Macquarie Park site. You will troubleshoot hardware and software issues, manage user accounts, and participate in patch management and device deployments, with on-call responsibilities outside normal hours.

Based in Sydney, you will contribute to knowledge sharing, documentation, and safer, more reliable IT services while collaborating with multiple teams to keep services running 24/7.

Qualifications

• Strong Level 1 IT support across PC/LAN environments and Microsoft Windows.
• Experience administering user/computer accounts with Active Directory and SCCM.
• Hands-on desktop support in ITIL-based service management environments.

Responsibilities

• Provide timely and effective IT incident and service request support with excellent customer service.
• Troubleshoot hardware, software, OS and application issues with technical teams and vendors as required.
• Manage desktop support activities including device deployments, patching, relocations and system maintenance with accurate ticket records.

Skills

Level 1 IT support

PC/LAN

Microsoft Windows

Office 2016+

Telephony & conferencing

Active Directory

SCCM

ITILbased service mgmt

On-call support

Job description

Job category:Information & Communication Technology

Job location: Macquarie Park, NSW, AU, 2113

Job reference number:112399

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.

In this role, you'll:

• Provide timely and effective support for IT incidents and service requests, delivering excellent customer service and resolving issues within agreed service levels.
• Troubleshoot and resolve hardware, software, operating system and application issues, working closely with technical teams, stakeholders and vendors as required.
• Manage desktop support activities including device deployments, patch management, relocations and system maintenance, while maintaining accurate ticket records within the ITSM tool.
• Contribute to knowledge management through the development of documentation, knowledge articles, user guides and FAQs, while identifying recurring issues and opportunities for permanent solutions.
• Support overall team success by mentoring junior analysts, managing 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 will bring:

• Strong Level 1 IT support expertise across PC/LAN environments, Microsoft Windows, Office 2016+, telephony and conferencing technologies.
• Proven capability in administering user and computer accounts using Microsoft Active Directory and SCCM.
• Hands-on experience delivering desktop support within ITIL-based service management and managed services environments.
• Solid understanding of ITIL Foundation principles, operational support processes, incident management and service delivery best practices.
• Flexibility to support business operations through rostered shifts, on-call support and travel across locations.

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.

Applications close 11:59 PM Wednesday 11 November, 2026.

For more information about this role, please contact ***************@TRANSPORT.NSW.GOV.AU.

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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