ICT Project Support Officer

Company Description
Context 11 is a boutique transformation company, specialising in project and change management services to support the Australian Public Service (APS).
We are recognised as a trusted partner to a number of agencies, with a reputation for strong delivery and exceptional outcomes.
Role Description
The ICT Project Support Officer is a full-time, on-site role based in Forrest, Canberra, providing frontline ICT support services to staff in Australia and overseas.
Initial contract duration3 monthsExtension term3 months
They key duties include:
Providing ICT support for hardware, software, network, account and device issues.Triaging, resolving and escalating service requests and incidents in line with service levels.Administering user accounts, systems, devices, software and ICT asset records.Supporting ICT projects, upgrades, testing, rollouts and implementation activities.Preparing and updating ICT procedures, user guides and knowledge articles.Liaising with staff, vendors and service providers to support ICT service delivery.Identifying recurring issues and contributing to service and process improvements.Supporting 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:
Current minimum Baseline is essential 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.