Workplace Technology Officer

National Heavy Vehicle Regulator; Sydney; Hybrid; AUD 105,000 - 110,000; Full time

Benefits offered by this job

Hybrid work up to 2 days from home

Superannuation 15.25% co-contribution

Salary package options

Wellbeing programs and discounted IT

Ongoing training and professional dev

Job summary

The National Heavy Vehicle Regulator (NHVR) invites applications for a Workplace Technology Officer to deliver hands-on IT support for end-user computing across the organisation. You will manage and maintain workstations, mobile devices, collaboration tools and other IT endpoints, enabling reliable service delivery.

You will troubleshoot Level 2 issues, support Microsoft 365 apps, and maintain documentation while collaborating with the IT Service Delivery team on asset inventories and patch

Qualifications

• Hands-on experience diagnosing and resolving Level 2 issues for endpoints, software and OS.
• Experience with Microsoft 365 apps (Outlook/Teams/OneDrive/SharePoint).
• Proven ability to write and maintain knowledge base articles and SOPs.
• Familiarity with ITSM platforms (ServiceNow) for ticketing and incident management.
• Experience maintaining IT asset inventories and improving compliance.

Responsibilities

• Troubleshoot and resolve Level 2 endpoint, software and OS issues escalated by Level 1.
• Provide support for Microsoft 365 tools and resolve mid-level issues.
• Diagnose hardware issues and manage firmware updates for laptops/desktops.
• Escalate unresolved issues to senior engineers and document handovers.
• Maintain knowledge base articles and SOPs to improve self-service.
• Assist with onboarding, account creation, drive mapping and device setup.
• Collaborate with IT Service Delivery to manage asset inventories and compliance.
• Support patch workflows, device configurations and lifecycle updates with proper docs.
• Manage ServiceNow ticket workflows and ensure timely quality resolutions.

Skills

Level 2 support

Microsoft 365 tools

IT documentation

ITSM familiarity

Asset management

Education

ITIL Foundation

Microsoft Modern Desktop Administrator Associate

Tools

ServiceNow

Intune / Endpoint Manager

Azure

Microsoft 365

Job description

The Workplace Technology Officer plays a critical part in delivering seamless, high-quality IT support across the organisation. In this hands-on position, you will manage and maintain end-user computing systems, including workstations, mob5ile devices, collaboration tools, and other IT endpoints.

Key responsibilities of this role are:

• Troubleshoot and resolve Level 2 technical issues for endpoint devices, software, and operating systems escalated by Level 1 support.
• Provide support for Microsoft 365 tools, resolving mid-level issues with Outlook, Teams, OneDrive, and SharePoint.
• Diagnose and resolve hardware-related issues, including laptops, desktops, docking stations, peripherals, and firmware updates.
• Escalate unresolved or complex issues to senior engineers or specialist teams, documenting steps for effective handover.
• Maintain and update knowledge base articles and SOPs, improving user self-service and team workflows.
• Assist with IT administrative tasks, such as onboarding, account creation, shared drive mapping, and device setup.
• Collaborate with the IT Service Delivery team to manage asset inventories, ensuring compliance and accurate tracking.
• Support patch workflows, asset configurations, and lifecycle updates through clear documentation.
• Manage ServiceNow ticket workflows, categorising issues, ensuring quality resolution, and providing timely support.

To learn more, the position description can be found on the NHVR Careers site - https://careers.nhvr.gov.au/jobs/search

About You

To be successful in this role you will possess demonstrated hands-on experience diagnosing and resolving Level 2 technical issues across endpoints, operating systems, and Microsoft 365 tools.

The D&T team is currently in a period of significant transition and capability uplift. You will be comfortable operating in an environment where not everything is defined, processes are still maturing, and priorities can shift. You bring the ability to create clarity for your team without waiting for perfect conditions, and you understand that building something better while keeping the lights on requires both patience and pragmatism.

You will demonstrate the ability to write, maintain, and update detailed knowledge base articles and Standard Operating Procedures (SOPs) to improve team efficiency and user self-service.

Your toolkit for success:

• Hands-on experience providing Level 2 support for endpoint devices, software, and hardware (laptops, desktops, docking stations, and peripherals).
• Experience working with Microsoft 365 tools, such as Outlook, Teams, OneDrive, and SharePoint, resolving mid-level technical issues.
• Proficiency in maintaining IT documentation, including knowledge base materials and SOPs.
• Familiarity with IT Service Management (ITSM) platforms, such as ServiceNow, for ticket workflow management and incident categorisation.
• Basic experience supporting compliance efforts, including patch workflows, device encryption, and policy validation.
• Proficient in managing IT asset inventories, tracking compliance, and maintaining accurate records.

Highly Regarded

• Familiarity with endpoint management tools like Microsoft Endpoint Manager (Intune) for provisioning and configuration tasks.
• Exposure to cloud technologies (e.g., basic Azure or Microsoft 365 administration tasks) or security practices such as antivirus/EDR verification.
• Certifications such as ITIL Foundation, Microsoft Modern Desktop Administrator Associate, or similar qualifications.
• Past experience collaborating with specialist teams in areas like SOE, Cloud, Unified Communications, or Security.

The National Heavy Vehicle Regulator (NHVR) commenced operations in 2013 as the national entity responsible for regulating all vehicles in Australia over 4.5 tonnes gross vehicle mass. The NHVR minimises the compliance burden on the heavy vehicle transport industry, reduces duplication and inconsistencies across state and territory borders, and ultimately for the heavy vehicle business with government in Australia.

We are headquartered in Brisbane and employ more than 1000 people across the ACT, New South Wales, Queensland, South Australia, Tasmania and Victoria.

We offer

• A competitive salary package of $105,118.39 + superannuation
• Monthly RDO and paid leave over Christmas closure.
• Hybrid working environment - up to 2 days from home.
• Up to 15.25% superannuation through a co-contribution scheme
• Leave loading 17.5%
• Wellbeing programs - discounted fitness through Fitness Passport, Discount health insurance, flu vaccine, financial programs including discounted banking products, finance information sessions.
• Salary packaging options including novated lease.
• Discounted IT products including Microsoft and free family password security plan.
• Ongoing training and professional development support
• Professional membership

Applications close: 23 September 2026 (applications may close earlier than the listed closing date if suitable candidate/s are identified prior).

If you have any questions, please don’t hesitate to contact the NHVR recruitment team on [e-mail].

Successful applicants will be required to complete standard pre-employment checks including a national police and work rights check.

We are committed to being an inclusive, diverse and flexible workplace where differences are valued. We welcome applications from people of all backgrounds, experience and abilities.