IT Support Officer – (12 Month)
Location: Canberra, ACT
Employment Type: Full-time, 12-month contract
Level: IT Support / Service Desk – SFIA Level 2–3
Start: Immediate / Negotiable
About the Role
We are seeking a motivated and customer-focused IT Support Officer to join our team in Canberra on a 12-month contract.
The role will provide day-to-day technical support to users, helping resolve hardware, software, access and connectivity issues while delivering a professional and responsive customer experience. You will work as part of an IT support team and contribute to the smooth operation of the organisation’s technology environment.
This is an excellent opportunity for an IT professional looking to build their experience across service desk, desktop support and ICT operations.
Key Responsibilities
- Provide first and second-level IT support to users via phone, email, service desk and face-to-face channels.
- Log, prioritise, investigate and resolve incidents and service requests in accordance with agreed service levels.
- Diagnose and troubleshoot hardware, software, network, printing and connectivity issues.
- Set up, configure and maintain laptops, desktops, monitors, mobile devices and other IT equipment.
- Support user account creation, password resets, access requests and permissions.
- Install and configure standard software and applications.
- Assist with onboarding and offboarding of employees, including equipment preparation and account access.
- Escalate complex technical issues to senior technical staff or external service providers when required.
- Maintain accurate records of incidents, requests, assets and support activities.
- Assist with ICT asset management, including deployment, recovery and tracking of equipment.
- Follow established ICT security, privacy, change management and service management procedures.
- Develop and maintain basic user documentation and knowledge articles.
- Assist with ICT projects, system upgrades and technology deployments as required.
- Provide professional and courteous support to users at all levels of the organisation.
About You
You will be a customer-focused IT professional who enjoys solving problems and helping people use technology effectively.
You will ideally have:
- Previous experience in an IT service desk, helpdesk or desktop support role.
- Experience supporting Windows PCs, Microsoft 365 and common business applications.
- Basic knowledge of networking, printers, peripherals and mobile devices.
- Experience using an IT service management or ticketing system.
- Strong troubleshooting and problem-solving skills.
- Good written and verbal communication skills.
- The ability to explain technical issues in clear, non-technical language.
- Strong attention to detail and the ability to manage competing priorities.
- A proactive approach to identifying and resolving user issues.
- The ability to work independently while contributing effectively to a team.
Desirable
- Certificate, diploma or qualification in Information Technology or a related discipline.
- Experience working in an Australian Government or highly regulated environment.
- Knowledge of ITIL or service management principles.
- Experience with Microsoft Entra ID, Intune or endpoint management.
- Experience supporting users in a Microsoft 365 environment.
- Current Australian Government security clearance or ability to obtain one.
What We Offer
- 12-month contract based in Canberra.
- Opportunity to work across a broad range of IT support activities.
- Exposure to enterprise ICT environments and technologies.
- Supportive and collaborative team environment.
- Opportunity to develop your technical and service management skills.
- Potential exposure to ICT projects and technology improvements.
How to Apply
If you are an enthusiastic IT professional who enjoys solving problems and providing great customer service, we would like to hear from you.
Please submit your CV and a brief covering statement outlining your relevant IT support experience and availability for the 12-month contract.
Location: Canberra, ACT
Contract: 12 months
Employment: Full-time