End User Support Technician

Our End User Support Technicians provide high-quality desktop, laptop, mobile, and audio-visual support to ensure our intelligence, technology and enabling teams have access to the ICT services they need when and where they need them. You may be required to travel to ensure ICT infrastructure is available and upheld in various locations to meet operational demand.

As a member of a small multi-disciplinary team, you will have well-developed troubleshooting and analytical skills, a commitment to ongoing professional development, and the ability to foster relationships in order to deliver high quality advice and support to stakeholders, including the senior executive.

As an End User Support Technician, you will: 

• Analyse and troubleshoot complex desktop, laptop and mobile technical enquiries, including the ability to apply sound judgement to problem solve when faced with competing priorities.
• Manage End User hardware resources within agency’s policies.
• Build and maintain Audio-Visual equipment to support remote work, video conferencing, and streaming capabilities.
• Manage network-connected devices such as MFDs and Thin Clients.
• Support teams in the management of local and virtual windows environments through tools such as Omnissa, MECM, group policy and Intune.
• Support teams on projects as required and within our remit.
• Provide exceptional customer service for SES, Internal and External stakeholders.

Your skills and capabilities:

• Strong verbal and written communication skills including a demonstrated ability build and maintain effective relationships through liaison, consultation, and information sharing.
• Understands or has the ability to rapidly acquire knowledge of complex ICT environments and a desire in further developing skill to understand changing ICT environments.
• Can work to tight timeframes, to set priorities and to meet deadlines both independently and as a member of a multi-disciplinary team.

• Citizenship – To be eligible for employment with the ACIC, applicants must be an Australian citizen.
• Security Clearance - The Australian community expects ACIC employees to maintain the highest levels of security and integrity. Successful applicants will be required to obtain and maintain a minimum Negative Vetting 1 security clearance.
• Pre-Employment Screening – All candidates must satisfy an Organisational Suitability Assessment (OSA) prior to being offered employment at the ACIC.

The ACIC is committed to diversity and inclusion. We celebrate and champion diversity to ensure we reflect the community we serve, and pride ourselves on our vibrant culture. We welcome applications from Aboriginal and Torres Strait Islander peoples, women, people with disability, people from culturally and linguistically diverse backgrounds, those who identify as LGBTIQ+, neurodiverse, mature aged employees and carers. 

More information about our conditions is available in the ACIC Enterprise Agreement 2024-2027 on our website.

The Australian Criminal Intelligence Commission (ACIC) is Australia’s national criminal intelligence agency. Our vision is an Australia hostile to criminal exploitation. We work with our national and international partners to conduct investigations and collect intelligence to combat serious and organised crime, cybercrime and national security threats. We develop and maintain national information and intelligence sharing services and systems for use by state, territory and Commonwealth law enforcement agencies. We also deliver nationwide background checking services to support employment or entitlement decisions to keep the Australian community safe. The ACIC Board provides strategic direction to the ACIC and represents Commonwealth, state and territory law enforcement and other regulatory agencies. Our purpose is to protect Australia from criminal threats through coordinating a strategic response and collecting, assessing and disseminating intelligence and policing information.