ICT Support Officer | Service Desk Desktop Support | Baseline Security Clearance
Summary
Provide frontline ICT support in a Federal Government environment, troubleshooting hardware, software, and network issues while managing service requests and user accounts in Microsoft environments.
Salary: Rates Negotiable
- Competitive hourly contract rate – negotiable
- Barton, Canberra ACT
- Initial 3-month contract + 3-month extension option
- Federal Government / APS ICT support environment
- Current Baseline highly regarded – candidates eligible to obtain Baseline also encouraged to apply
This is a hands-on frontline ICT Support, Service Desk and Desktop Support role supporting users across Australia and overseas.
You will be responsible for resolving day-to-day hardware, software, network, account and device issues, managing incidents and service requests, administering user accounts and ICT assets, and assisting with ICT upgrades, deployments, security activities and operational projects.
The position is predominantly a hands-on ICT support / help desk role, with additional involvement in ICT upgrades, testing, rollouts and implementation activities.
Essential experience
- ICT Support, Service Desk, Help Desk or Desktop Support
- Australian Public Service / Federal Government ICT environments
- Microsoft on-premise and cloud environments
- Hardware, software, network, user account and device troubleshooting
- Incident and service request triage, resolution and escalation
- User account, system, software and device administration
- ICT asset management and maintaining accurate support records
- Supporting technical and non-technical end users
- Strong problem-solving and technical troubleshooting skills
- Managing competing priorities within a busy ICT support environment
- Working within ICT security, access management and governance requirements
- Strong communication, stakeholder management and customer service skills
- Active Directory – on-premise
- Azure Active Directory / Microsoft Entra ID
- ITIL principles / IT Service Management
- Microsoft enterprise environments
- Endpoint and device administration
- ICT asset management
- Patching and access management
- ICT upgrades, testing and deployments
- Developing ICT procedures, user guides and knowledge articles
- Providing frontline ICT support across hardware, software, networks, accounts and end-user devices
- Managing and resolving service requests and incidents in line with service levels
- Troubleshooting technical issues and escalating complex incidents when required
- Administering user accounts, systems, devices, software and ICT asset records
- Supporting ICT projects, upgrades, testing, rollouts and implementation activities
- Supporting cyber security controls, patching, access management and incident reporting
- Maintaining ICT procedures, user guides and knowledge articles
- Liaising with staff, vendors and service providers
- Identifying recurring issues and contributing to service and process improvements
Location: Barton, Canberra ACT
Working arrangement: 100% office based / onsite
Contract: Initial 3 months
Extension: One further 3-month extension option
Hours: 37.5 hours per week
Expected start: 7 September 2026
Level: APS5 equivalent
Rate: Competitive hourly contract rate – negotiable depending on experience
Security clearance
A current Baseline security clearance is highly regarded.
Candidates who do not currently hold Baseline but are eligible and able to obtain an Australian Government Baseline security clearance are also encouraged to apply.
To apply
Please apply with your current CV and include:
- Your current security clearance, if held
- Your recent Federal Government / APS ICT support experience
- Your experience with Service Desk, Desktop Support, Active Directory and Microsoft cloud environments
- Confirmation that you can work 100% onsite in Barton, Canberra
- Your earliest available start date
- Your expected hourly rate
We can be contacted on (02) 9687 1025 for a confidential discussion, however please ensure your current CV has been submitted.
Please ensure all documents are sent in Microsoft word format.