Australian Charities and Not-for-profits Commission IT Helpdesk Support Officer

We are seeking an enthusiastic IT Helpdesk Support Officer to join our Digital Services team.

As an IT Helpdesk Support Officer, you will play a key role in delivering frontline ICT support services to Australian Charities and Not-for-profits Commission (ACNC) staff. You’ll investigate and resolve ICT incidents and service requests, provide technical advice and guidance to users, and ensure employees can effectively access and use the technology, systems and services they rely on each day. 

You will support the deployment, maintenance and ongoing operation of ICT equipment and services. You’ll apply sound analytical and problem solving skills to investigate, diagnose and resolve technical issues and ensure matters are escalated where appropriate to deliver timely and effective outcomes for users.

You will monitor and report on the performance of applications and ICT services, identify trends and areas for improvement, and contribute to the development, review and maintenance of System Operating Procedures and support documentation. Working closely with colleagues, business users and technical teams, you’ll help improve service delivery and support the effective operation of ACNC's digital environment.

Our ideal candidate

• has experience delivering ICT support and IT service management within a Microsoft 365 environment, including the investigation and resolution of complex technical issues
• contributes to service improvement initiatives by identifying opportunities to enhance processes, developing documentation, and supporting IT governance and project activities
• uses sound analytical and problem-solving skills to diagnose issues, identify risks and contribute to effective solutions that support business outcomes
• has strong communication skills, and provides clear, professional and user-focused support, adapting communication to technical and non-technical audiences
• has the ability to build and maintain effective working relationships with diverse stakeholders, including users, colleagues and service providers
• works independently under limited direction, exercises sound judgement, and manages competing priorities to deliver high-quality IT services.

Experience with Microsoft Intune, Entra ID, Teams, SharePoint, Microsoft 365 and IT service management (ITSM) tools will be highly regarded but not essential.

The Australian community requires the highest integrity of ACNC staff. Our ideal candidate also acts with integrity, makes ethical decisions and embodies our cultural traits and APS values.

We encourage Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse people and people with disability or neurodivergence to apply.

We determine whether an organisation meets the legal definition of charity and we work to ensure charities understand and meet their obligations by providing guidance and support. Located in Melbourne CBD, we are proud to have a diverse workforce that understands our vision and purpose and is made up of people who are committed to achieving our Corporate Priorities. We work hard to attract and retain talented staff. We promote a people centred culture that models our values and understands our vision and purpose. You may be required to undergo integrity checks during the course of your engagement with the ACNC. Find out more information about us on our website https://www.acnc.gov.au/about.