ICT Project Officer

Duties:

• Provide ICT support for hardware, software, network, account and device issues.
  
• Triage, resolve and escalate service requests and incidents in line with service levels.
  
• Administer user accounts, systems, devices, software and ICT asset records.
  
• Support ICT projects, upgrades, testing, rollouts and implementation activities.
  
• Prepare and update ICT procedures, user guides and knowledge articles.
  
• Liaise with staff, vendors and service providers to support ICT service delivery.
  
• Identify recurring issues and contribute to service and process improvements.
  
• Support 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 & requirements:

• 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.