Level 1 Support Officer

Paxus; Canberra; On-site; AUD 60,000 - 80,000; Full time

Job summary

Paxus is seeking a Technical Support Officer to join an established ICT support team delivering Level 1 user support within a secure Federal Government environment in Canberra. This hands-on role is for someone who enjoys helping users, solving problems and working as part of a reliable team.

You will provide first-level ICT support, triage issues, log tickets, and escalate when needed. Experience with ITIL/ITSM environments would be highly regarded; Australian citizenship and ability to obtain

Qualifications

• Previous experience in an ICT helpdesk, service desk, desktop support or technical support role.
• Strong customer service and user support skills.
• Ability to troubleshoot ICT issues using structured processes.
• Clear written and verbal communication skills.

Responsibilities

• Provide first-level ICT support for user enquiries, incidents and service requests.
• Triaging and troubleshooting common technical, system and access issues.
• Log, categorize and maintain accurate support tickets.
• Escalate on complex issues to Level 2/3 teams when needed.
• Keep users informed of ticket progress and resolution steps.

Skills

ICT helpdesk

Service desk

Customer service

Communication

Troubleshooting

Tools

Ticketing system

Job description

Paxus is seeking a Technical Support Officerto join an established ICT support team delivering Level 1 user support within a secure Federal Government environment.

This is a hands-on support role for someone who enjoys helping users, solving problems and being part of a team that relies on consistent, dependable service.

Just as importantly, we are looking for someone who wants to commit to the role.This environment takes time to learn and strong support teams depend on people who turn up, take ownership of their work and become a reliable part of the team. If you are looking for a role where you can settle in, build your knowledge and make a genuine contribution over time, we would like to hear from you.

The role

Working as part of an integrated support team, you will provide Level 1 ICT support to users, administrators and stakeholders across a specialised technology environment.

Your responsibilities will include:

• Providing first-level support for user enquiries, incidents and service requests
• Triaging and troubleshooting common technical, system and access issues
• Logging, categorising and maintaining accurate support tickets
• Resolving issues within your level of responsibility and escalating more complex matters to Level 2 or Level 3 teams
• Keeping users informed of ticket progress, next steps and resolution activities
• Maintaining clear and accurate ticket notes and support records
• Following established ITSM processes, workflows and escalation pathways
• Identifying recurring issues and contributing to service improvement activities
• Developing and updating FAQs, user guides, knowledge articles and standard operating procedures
• Documenting common fixes and troubleshooting steps
• Supporting routine operational activities and documentation updates
• Participating in team meetings and support coordination activities
• Escalating risks, blockers and service issues early
• Working within required security, information-handling and access procedures

What we're looking for

You don't need to be a senior engineer. You do need to be someone who takes Level 1 support seriously and understands that good service comes from communication, follow-through and getting the basics right.

You will ideally have:

• Previous experience in an ICT helpdesk, service desk, desktop support or technical support role
• Strong customer service and user support skills
• The ability to troubleshoot common ICT issues using structured processes
• Experience using ticketing, incident or service request systems
• Clear written and verbal communication skills
• Strong attention to detail, particularly when documenting support activity
• The ability to follow established procedures and escalation processes
• A collaborative approach to working within a support team
• A reputation for being reliable, accountable and following tasks through to completion

Experience with ITIL/ITSM environments, learning management systems such as Moodle, knowledge management, or Federal Government ICT environmentswould be highly regarded.

The person we're looking for

Technical ability matters, but for this role attitude and reliability matter just as much.

We are looking for someone who:

• Takes ownership of the work assigned to them
• Communicates early when there is a problem
• Is comfortable working within established processes
• Keeps accurate records rather than relying on others to fill in the gaps
• Treats users professionally, even when issues are repetitive or frustrating
• Supports their teammates and contributes to a positive service culture
• Wants to become a dependable member of the team rather than simply use the role as a short-term stepping stone

Security requirements

An AGSVA NV1 clearance is preferred, however candidates holding a Baseline clearanceare also encouraged to apply.

Australian citizenship and the ability to obtain and maintain the required Australian Government security clearance will be required.

Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.