Short term - 6 months, ICT Project Officer, BASELINE

Digital10; Canberra; On-site; AUD 60,000 - 75,000; Part time

Job summary

Digital10 in Canberra is seeking an APS5 Helpdesk Analyst for a 3-6 month assignment to provide ICT support across hardware, software, network, accounts and devices.

You will triage, resolve and escalate requests, maintain records, assist with projects, update procedures and knowledge articles, liaise with staff and vendors, and support cyber security controls. This is a 100% office-based role requiring APS experience and strong communication.

Qualifications

• Demonstrated ICT helpdesk experience in the public sector or similar environment.
• Ability to triage and resolve ICT issues with clear documentation.
• Experience maintaining user accounts, devices and software licenses.
• Strong written and verbal communication with staff and vendors.
• Ability to prioritise tasks in a busy service desk environment.

Responsibilities

• Provide ICT support for hardware, software, network, accounts and devices.
• Triage, resolve and escalate service requests and incidents per SLAs.
• Administer user accounts, systems, devices, software and asset records.
• Support ICT projects, upgrades, testing, rollouts and implementations.
• Prepare and update ICT procedures, user guides and knowledge articles.
• Liaise with staff, vendors and service providers to support delivery.
• Identify recurring issues and contribute to process improvements.
• Support cyber security controls, patching, access management and incident reporting.
• This role is 100% office-based.

Skills

ICT support

Incident management

User account administration

Documentation

Communication with stakeholders

Job description

APS 5 role, for 3-6 months. BASELINE clearance required.

• Duties:
• Provide ICT support for hardware, software, network, account and device issues.
• Triage, resolve and elevate service requests and incidents in line with service levels.
• Administer user accounts, systems, devices, software and ICT asset records.
• Support ICT projects, upgrades, testing, rollouts and implementation activities.
• Prepare and update ICT procedures, user guides and knowledge articles.
• Liaise with staff, vendors and service providers to support ICT service delivery.
• Identify recurring issues and contribute to service and process improvements.
• Support cyber security controls, patching, access management and incident reporting.
• As this is a Helpdesk role, and will require maintenance of user and building ICT hardware, this role is 100% office-based
• Essential experience & requirements:
• Demonstrated experience providing responsive ICT support in the Australian Public Service, troubleshooting technical issues, supporting users, maintaining ICT systems and contributing to reliable service delivery in a Microsoft on-prem & cloud environment.
• Demonstrated ability to analyse ICT issues, apply sound judgement, identify risks, develop practical solutions, and make recommendations that improve systems, processes, or user outcomes.
• Demonstrated ability to communicate clearly with technical and non-technical stakeholders, providing advice and supporting users with ICT issues.
• Demonstrated ability to manage competing priorities, monitor progress, meet deadlines, support ICT projects or operational tasks, and deliver quality outcomes in a busy service environment.
• Demonstrated ability to work collaboratively, support team capability, act with professionalism and integrity, follow ICT security and governance requirements, and contribute positively to APS workplace culture.