IT Helpdesk Support Officer (SFIA Level 1)
Location: Canberra, ACT
Employment Type: Full Time
We are seeking a motivated and customer focused IT Helpdesk Support Officer to join our team in Canberra, ACT. This is an excellent opportunity for someone starting their ICT career or looking to develop their technical support skills in a professional environment.
This role aligns with SFIA Level 1, where you will work under close supervision, following established procedures and instructions to provide basic ICT support services. You will assist users with routine technical issues, escalate more complex problems, and contribute to the delivery of high quality customer service.
About the Role
As an IT Helpdesk Support Officer, you will:
- Provide first level technical support to users via phone, email, service desk tools, and face to face interactions.
- Log and manage incidents and service requests in the IT Service Management (ITSM) system.
- Assist users with basic hardware, software, printer, and connectivity issues.
- Perform routine tasks such as password resets, account unlocks, and user account administration.
- Support the setup and deployment of desktops, laptops, mobile devices, and peripherals.
- Follow documented procedures to resolve common technical issues.
- Escalate incidents and requests that cannot be resolved within established procedures to senior support staff.
- Maintain accurate records of support activities and resolutions.
- Assist in creating and updating user guides, knowledge base articles, and support documentation.
- Participate in onboarding activities, including preparing equipment and user accounts.
- Support the maintenance of ICT equipment inventories and asset records.
- Adhere to organisational policies, security requirements, and ICT support processes.
- Demonstrate a willingness to learn new technologies and develop technical skills.
Required Skills and Experience
- Demonstrated interest in Information Technology and customer service.
- Basic understanding of Windows operating systems and common desktop applications such as Microsoft Office.
- Good communication and interpersonal skills.
- Ability to follow instructions, procedures, and documented processes.
- Strong customer service focus and willingness to assist users.
- Good problem solving skills and attention to detail.
- Ability to work effectively as part of a team.
- Basic understanding of computer hardware, software, and networking concepts is desirable.
- Experience using computers in a workplace, educational, or volunteer environment.
Desirable Qualifications
- Certificate II, Certificate III, or Certificate IV in Information Technology, or currently studying towards a relevant ICT qualification.
- Exposure to Microsoft 365, Active Directory, or ticketing systems.
- Previous customer service, retail, hospitality, or administrative experience.
- Understanding of basic IT support principles and service desk operations.
What We Offer
- Entry level opportunity to start and build a career in Information Technology.
- On the job training and mentoring from experienced ICT professionals.
- Exposure to a wide range of technologies and business systems.
- Supportive team environment with opportunities for professional development and career growth.
To Apply
Please submit your resume and cover letter outlining your interest in the role, relevant experience, and any ICT qualifications or training. We encourage applications from recent graduates, students, and individuals seeking to commence a career in Information Technology.