Technical Support Officer / ICT Support Analyst

Paxus - Technology + Digital Talent; Canberra; On-site; AUD 65,000 - 90,000; Full time

Job summary

Paxus is seeking multiple ICT Support Analysts / Technical Support Officers to support a major client’s learning technology environment. You will provide Level 1 ICT support, assist users, administrators and stakeholders with technical issues, system access, troubleshooting and documentation.

You will be working as part of an established support team, assisting users, administrators and stakeholders with technical issues, system access, troubleshooting, documentation and service coordination.

Qualifications

• Experience in ICT helpdesk, service desk or technical support roles.
• Strong troubleshooting and customer service skills.
• Experience with incident, request or ticket management processes.
• Ability to communicate clearly with users and technical teams.
• Strong documentation and attention to detail.
• Ability to follow structured processes in a secure environment.
• A proactive, professional and team-focused approach.

Responsibilities

• Provide Level 1 ICT support to users, administrators and stakeholders.
• Respond to incidents, service requests and support enquiries.
• Triage, troubleshoot and resolve common technical issues.
• Escalate unresolved or complex matters to Level 2 / Level 3 support teams.
• Maintain clear ticket notes, user communications and support records.
• Assist with user guides, FAQs, knowledge articles and support documentation.
• Support recurring issue identification and contribute to service improvement.
• Work within Defence processes, security requirements and service management practices.
• Communicate clearly with technical and non-technical users.

Skills

Helpdesk experience

Troubleshooting

Customer service

Incident management

Clear communication

Documentation

Security procedures

Team player

Education

Bachelor's degree in IT or related field

Job description

Paxus is seeking multiple ICT Support Analysts / Technical Support Officers to support a major client’s learning technology environment.

This role will suit candidates with strong ICT support experience, clear communication skills and the ability to work in a structured, security-conscious environment. You will provide user support, issue resolution, service request handling and operational support across our clients learning systems.

You will be working as part of an established support team, assisting users, administrators and stakeholders with technical issues, system access, troubleshooting, documentation and service coordination.

What you’ll be doing

In this role, you will:

• Provide Level 1 ICT support to users, administrators and stakeholders
• Respond to incidents, service requests and support enquiries
• Triage, troubleshoot and resolve common technical issues
• Escalate unresolved or complex matters to Level 2 / Level 3 support teams
• Maintain clear ticket notes, user communications and support records
• Assist with user guides, FAQs, knowledge articles and support documentation
• Support recurring issue identification and contribute to service improvement
• Work within Defence processes, security requirements and service management practices
• Communicate clearly with technical and non-technical users

What we’re looking for

You will bring:

• Experience in ICT helpdesk, service desk or technical support roles
• Strong troubleshooting and customer service skills
• Experience working with incident, request or ticket management processes
• Ability to communicate clearly with users and technical teams
• Strong documentation and attention to detail
• Ability to follow structured processes in a secure environment
• A proactive, professional and team-focused approach
• University degree in IT or IT related field

Desirable experience

Highly regarded but not essential:

• Experience supporting learning management systems, Moodle or similar platforms
• Exposure to ITIL / ITSM practices
• Experience working in Defence, Federal Government or secure environments
• Familiarity with knowledge base, SOP or FAQ development
• AGSVA NV1 security clearance

Security clearance

An active AGSVA NV1 clearance is preferred, minimum BASELINE clearance required.

Why apply?

This is an opportunity to contribute to a high-profile learning technology environment supporting users across our client’s organisation.

You will be part of a structured support team, working in a role that combines ICT support, user engagement, service coordination and documentation

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.