Senior IT Support Officer – Flexible Work (Canberra)

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

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.