ICT Support Officer with Baseline clearance

ICT Support Officer | Baseline Clearance | Full-Time Onsite I Canberra We are seeking an experienced ICT Support Officer to provide frontline ICT support to users across Australia and overseas. Working as part of a Business Systems Unit, you will provide responsive helpdesk support, troubleshoot hardware and software issues, manage user accounts and devices, maintain ICT asset records, and contribute to ICT projects and operational activities. This is a 100% office-based role and requires hands-on support for user and building ICT hardware. Key Responsibilities Provide Level 1/2 ICT support for hardware, software, network, account and device issues.Triage, resolve and escalate incidents and service requests within agreed service levels.Support Microsoft on-premises and cloud environments.Administer user accounts, devices, software and ICT asset records.Support ICT upgrades, testing, rollouts and implementation activities.Prepare and maintain ICT procedures, user guides and knowledge articles.Liaise with users, vendors and service providers to resolve ICT issues.Identify recurring issues and contribute to service and process improvements.Support cyber security controls, patching, access management and incident reporting.Provide professional and customer-focused support to technical and non-technical users.
Essential Skills & Experience Demonstrated experience providing responsive ICT support within the Australian Public Service, including troubleshooting technical issues and supporting users in Microsoft on-premises and cloud environments.Strong analytical and problem-solving skills, with the ability to assess issues, identify risks and recommend practical solutions.Excellent communication skills with the ability to support both technical and non-technical stakeholders.Ability to manage competing priorities, meet deadlines and deliver quality outcomes in a busy ICT service environment.Strong teamwork, professionalism and integrity, with an understanding of ICT security, governance and APS workplace requirements.Experience maintaining ICT systems, devices, assets and user accounts.Current Baseline security clearance is mandatory.
Desirable Experience Active Directory - on-premises and Azure AD / Microsoft Entra ID.Understanding of ITIL principles and service management practices.Experience with Microsoft 365 and cloud-based ICT services. Experience supporting ICT projects, deployments and technology rollouts.
What We’re Looking For We are looking for a customer-focused ICT professional who enjoys troubleshooting, helping users and delivering reliable technology services. You should be comfortable working in a busy helpdesk environment, handling competing priorities and providing hands-on support for ICT equipment and systems. If you have strong APS ICT support experience, Microsoft environment skills and a current Baseline clearance, we would like to hear from you. #ICTSupport #ICTSupportOfficer #Helpdesk #ServiceDesk #ITSupport #DesktopSupport #ICTJobs #ICTContractor #BaselineClearance #Baseline #SecurityClearance #CanberraJobs #ACTJobs #APSJobs #AustralianPublicService #Microsoft #Microsoft365 #Azure #AzureAD #MicrosoftEntra #ActiveDirectory #ITIL #ServiceManagement #TechnicalSupport #DesktopSupport #CloudComputing #ICTProjects #CyberSecurity #ITOperations