Senior IT Support Officer, Digital & Workplace Services Branch

Australian Department of the Prime Minister and Cabinet; Canberra; On-site; AUD 92,000 - 98,000; Full time

Benefits offered by this job

Flexible work arrangements

Job summary

Australian Department of the Prime Minister and Cabinet in Canberra, ACT, seeks a Senior IT Support Officer to deliver high-quality end-user ICT support across multiple sites. The role covers face-to-face and remote assistance, incident resolution, and service requests for hardware, software and mobility, with opportunities to guide junior staff.

The position offers flexible work considerations, with security clearances and citizenship requirements typical for APS roles.

Qualifications

• Demonstrated experience providing high-quality end user ICT support in a service desk or desktop support environment.
• Sound knowledge of Windows OS and Microsoft 365; ability to quickly learn new guidance and contribute to knowledge articles.
• Strong stakeholder engagement and customer service capability; communicate clearly with diverse users, including senior staff.
• Team-focused working style; capable of independent work with competing priorities; mentoring junior staff as needed.

Responsibilities

• Provide responsive face-to-face and remote ICT support to resolve incidents and fulfill service requests across end-user hardware, software and mobility.
• Troubleshoot and triage issues; escalate to specialist teams or vendors when required; ensure timely resolution.
• Manage workload using the service management tool; monitor queues and maintain accurate records.
• Provide user guidance and basic training to improve capability and reduce repeat issues.
• Contribute to service improvement by updating documentation and knowledge base articles.
• Maintain accurate IT asset records to support lifecycle planning and decision-making.
• Coordinate mobility provisioning and administration, including SIM/data card activations and provider interactions.
• Support cross-agency coordination under shared service arrangements; contribute to asset planning/strategy.

Skills

End-user ICT support

Windows OS

Microsoft 365

Stakeholder engagement

Coaching/mentoring

Teamwork

Tools

Service management tool

Mobile devices & mobility support

Job description

Senior IT Support Officer, Digital & Workplace Services Branch

Australian Department of the Prime Minister and Cabinet – Canberra ACT

1d ago , from Department of the Prime Minister and Cabinet

• Ongoing & Non-ongoing (for a period of up to 24 months)

• Ongoing & Non-ongoing (for a period of up to 24 months)
• APS Level 5 ($91,909 - $98,259) plus 15.4% superannuation
• Canberra, ACT

• Location: Canberra, ACT
• Application Closing Date: Sunday 22 November at 11:30pm AEDT

This role is being advertised as both ongoing and non-ongoing, with the employment type to be determined in negotiation with the preferred candidate and the PM&C delegate.

Where a non-ongoing specified term is offered, this would be for a maximum period of two (2) years. If the initial contract is for less than 2 years, it may be extended or renewed once, up to the 2 year limit.

A non-ongoing offer may result in conversion to an ongoing offer of employment, however this must occur within 18 months from the opening date of this advertisement.

Flexible Work

At PM&C we recognise the broad benefits of offering flexibility in how, when and where work is performed. We consider flexibility first from a starting position of ‘how can we make this work?’ and consider individual circumstances and operational requirements in making genuine attempts to establish mutually beneficial arrangements. Please reach out to the contact officer if you would like to explore what flexibility might look like for you, such as part time work, variable start and finish times or working from home.

Who we are

The ICT Service Delivery Section provides support for ICT Services, manages the ICT asset stocktake and lifecycle and support the department’s back end IT processes, infrastructure and networking, which enable the delivery of our services. The Information Technology and Security Branch (ITSB) is responsible for the secure provision and support of ICT business services across PM&C, our Shared Services agencies and to the Prime Minister and Portfolio Minister Offices’.

What you will do

The Senior IT Support Officer delivers high-quality end user ICT support services across the Department of the Prime Minister and Cabinet (PM&C) and partner agencies, supporting multiple sites in Canberra and nationally. This customer-facing role works with stakeholders at all levels to ensure timely, professional resolution of ICT incidents and service requests, contributes to continuous service improvement, and may provide guidance to junior staff as part of a collaborative support team.

Key duties include:

• Providing responsive face-to-face and remote support to resolve ICT incidents and fulfil service requests across end user hardware, software and mobility
• Troubleshooting and triaging issues, escalating to specialist teams or vendors where required, and follow through to resolution
• Managing workload and priorities using the department’s service management tool, including queue monitoring, allocation (where relevant), and accurate recordkeeping.
• Providing user guidance and basic training to improve customer capability and reduce repeat issues
• Contributing to service improvement activities, including maintaining/updating support documentation and knowledge base articles
• Maintaining accurate IT asset records to support lifecycle planning, risk identification and informed decision-making
• Managing inventory activities including tracking, storage, shipping/receiving, repairs, upgrades and disposals, ensuring records remain current
• Coordinating mobility provisioning and administration, including mobile phone/SIM/data card ordering and activations, and associated service provider interactions as required
• Supporting cross-agency coordination activities (e.g., change of ownership requests) under shared service arrangements
• Contributing to asset management documentation (processes, standards and reporting) and input to asset planning/strategy activities
• Building and maintaining effective relationships with customers and internal stakeholders at all levels, representing ICT services professionally
• Promoting a customer-centric support culture and advocating for PM&C ICT and digital services
• Supervising, mentoring and supporting junior staff (where required), including task guidance and on-the-job coaching, and participation in performance and learning and development discussions
• Providing on-site support at different locations, with interstate (and occasional international) travel as required.

What you will bring

Our ideal candidate will have:

• Demonstrated experience providing high-quality end user ICT support in a service desk or desktop support environment, including diagnosing and resolving hardware, software and mobility issues, and escalating effectively when required to achieve timely outcomes
• Sound knowledge and practical experience supporting contemporary end user environments (e.g. Windows OS and Microsoft 365), with the ability to quickly learn and apply new guidance and contribute to improvements in support documentation/knowledge articles
• Strong stakeholder engagement and customer service capability, including the ability to communicate clearly with a range of users (including senior staff), provide basic coaching/training, and represent ICT services professionally
• Team-focused working style with the ability to work independently, manage competing priorities, and contribute to a positive culture through collaboration, mentoring/coaching of junior staff (where required), and a continuous improvement mindset
• Experience as a team player able to work with minimum supervision in a fast-paced environment, balancing responsiveness with business process.

Eligibility

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the APS unless the Agency Head has agreed otherwise, in writing. At PM&C to be eligible for this position you should be an Australian Citizen by the completion of the recruitment process, except under exceptional circumstances.
• The successful candidate must be able to obtain and maintain a security clearance, or hold a current security clearance of an appropriate level.
• The successful candidate will be assessed through our pre-employment screening checks, such as an Australian Criminal History Check, and will normally be subject to a six-month probation period if new to the APS or has not yet completed their probation period elsewhere in the APS.

Security Clearance Required

Negative Vetting Level 1 (Secret)