Junior Support Officer

Department of Education; City of Melbourne; On-site; AUD 62,000 - 80,000; Full time

Job summary

Department of Education – Melbourne Northern Suburbs VIC seeks a Junior Support Officer to deliver assessment support services for external programs such as NAPLAN, GAT and VCE. You will handle helpdesk inquiries, provide timely advice to schools, and perform data and records tasks in a busy environment.

The role requires experience in a helpdesk/technical support setting, strong computer literacy, and the ability to work outside standard hours during peak periods.

Qualifications

• Experience in a helpdesk or technical support role in a high-volume environment.
• Knowledge of online platforms, databases, CRM or case management systems.
• Sound computer literacy and problem-solving skills.

Responsibilities

• Provide responsive phone and written support to schools and stakeholders.
• Handle service requests, perform administrative tasks and data/system-related work.
• Maintain accurate records and assist with data quality assurance and system testing.

Skills

Helpdesk experience

Customer service

Data entry

Communication skills

Tools

CRM systems

Databases

Case management systems

Microsoft Office

Job description

Department of Education – Melbourne Northern Suburbs VIC

The VCAA is a statutory body responsible to the Victorian Minister for Education, serving both government and non-government schools. We provide high quality curriculum, assessment and reporting for all Victorian student's birth to 18 years.

• Salary: $62,104 - $79,753 (Plus Superannuation of 12%)
• Ongoing
• Usual hours of work: Full time (flexible work conditions may be/are available)
• This role will require work outside standard business hours during peak operational periods to meet business requirements
• Usual work location: 189 Urquhart Street, Coburg

About the Division

The Assessment Division brings together all functions of the Victorian Curriculum and Assessment Authority (VCAA) related to assessment: policy design, development and conduct of assessments, marking and results.

The Operations branch is part of the VCAA's Assessment Division and supports the delivery of VCE and NAPLAN assessment programs and services across Victoria. Its work includes assessment logistics, marking coordination, results calculation, helpdesk administration, certification services, special provision processes, assessment data operations, and support for digital platforms including Insight.

Role Purpose

The Junior Support Officer supports with the delivery of VCAA assessment support services, including support for schools and stakeholders participating in external assessment programs such as NAPLAN, GAT and VCE. The role provides responsive phone and written support, manages service requests, undertakes administrative and operational tasks, and assists with data and system-related activities. This includes supporting helpdesk operations, maintaining accurate records, assisting with data quality assurance, contributing to system testing, and escalating issues where required to ensure accurate, timely and consistent service delivery.

Attributes

The successful applicant will be customer focused, adaptable and able to communicate clearly and professionally with a range of internal and external stakeholders. They will be able to interpret and apply procedures accurately, manage competing priorities, and work effectively in a high-volume, time-sensitive service environment. The role requires strong attention to detail, sound computer literacy and problem-solving skills, the ability to work collaboratively as part of a team, and a willingness to support continuous improvement in helpdesk processes and service delivery.

Qualifications and Experience

Essential

Experience in a helpdesk or technical support role, preferably in a high-volume, service-oriented environment.

Desirable

Demonstrated experience in helpdesk support, customer service, service delivery or a related operational support environment will be highly regarded. Experience supporting VCAA assessment programs, school-facing services, or similar high-volume stakeholder support functions will be particularly valued. The successful applicant will require sound computer literacy and confidence using online platforms, databases, customer relationship management or case management systems to record, track and resolve enquiries accurately.

Experience supporting users with online systems, maintaining accurate records, undertaking data quality checks, or assisting with system testing will also be highly regarded.

Further Information

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.

The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply.

Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au.

Applications close 11:59pm on 06-Oct-2026