Senior Technical Support Officer

• Computer Systems Officer Level 5
• Temporary Full-Time up to 30 June 2029
• Parramatta

About us

The NSW Police Force (NSWPF) is one of the largest police forces in the western world, with more than 20,000 employees, including more than 4,000 administrative employees who support the sworn officers that provide a range of law and order services 24 hours a day, seven days a week to the socially, geographically and culturally diverse community of NSW.

About the role

We have an opportunity for a Senior Technical Support Officer to be part of our Digital Workplace Platform team within our Technology and Communication Services Command . The Senior Technical Support Officer oversees and leads the Technical team and supports, develops and maintains the command’s ICT systems, providing broad-ranging support and a focus on customer service.

The Senior Technical Support Officer provides advanced technical leadership and specialist support across Field Technical Services and Field Support functions, delivering complex field-based and operational support services for digital workplace technologies across the NSW Police Force. The role is responsible for providing expert technical support, troubleshooting and resolution of complex incidents affecting end-user computing, Azure Virtual Desktop, Tech Bar, mobility solutions, print management services and other specialised end-user and digital workplace technologies.

The position leads technical investigations and problem management activities, identifies opportunities for service improvement, and develops practical solutions that enhance service reliability, user experience and operational outcomes. The role provides technical oversight and support for operational events, major incidents, hardware testing and technology deployments, while ensuring the consistent delivery of high-quality support services across metropolitan and regional environments.

The role provides technical leadership, guidance and mentoring to support teams, coordinating resources and technical response activities across diverse operational environments. Working collaboratively with support teams, vendors and stakeholders, the position contributes to technology refresh, workplace modernisation and service improvement initiatives while promoting technical excellence, knowledge sharing, operational resilience and continuous improvement across support services.

On a day-to-day basis, the role is responsible for\:

• Providing advanced technical support and expert troubleshooting for complex end-user computing incidents impacting desktops, laptops, virtual desktops, mobility devices and workplace technologies.
• Act as a subject matter expert for Digital Workplace technologies, providing technical leadership, coaching and training to Field Support teams to support the adoption and operational support of Azure Virtual Desktop (AVD), Tech Bar services, Modern Management (Microsoft Intune and Autopilot), mobility solutions and other emerging end-user computing technologies. Driving capability uplift, knowledge sharing and technical readiness across support teams is a key responsibility of the role.
• Diagnosing and resolving escalated issues relating to Azure Virtual Desktop (AVD), including user connectivity, performance, profile management, application delivery and virtual desktop experience.
• Providing specialist support for Modern Management technologies, including Microsoft Intune, Autopilot and device enrolment.
• Supporting and troubleshooting mobility solutions, including Android and iOS devices, security controls, device provisioning, enrolment and lifecycle management.
• Delivering technical expertise and high-touch customer support through a new Tech Bar service, assisting users with device issues, technology onboarding, configuration, troubleshooting and service requests.
• Investigating and resolving complex issues affecting end-user computing environments, including operating systems, applications, authentication, device performance, hardware failures and workplace productivity tools.
• Providing specialist support for enterprise print management services, including printer deployment, configuration, connectivity, driver management and print service availability.
• Performing detailed root cause analysis and problem management activities to identify recurring issues, implement permanent fixes and improve service reliability.
• Managing major incidents and high-priority technical issues, coordinating technical response activities with support teams, vendors and stakeholders to restore services as quickly as possible.
• Conducting technical testing, validation and evaluation of new hardware, software and digital workplace technologies to support continual service improvement and operational readiness.
• Developing and maintaining technical documentation, support procedures, knowledge articles and troubleshooting guides to improve support outcomes and knowledge sharing.
• Providing technical leadership, mentoring and guidance to support staff while promoting best practice troubleshooting methodologies and service excellence.
• Identifying opportunities to improve user experience, service performance, device management, support processes and technology adoption across the Digital Workplace environment.
• Supporting technology refresh, workplace modernisation and digital transformation initiatives, including deployment and operational support of new workplace technologies and services.

The role is a hands-on senior technical support position requiring extensive experience across end-user computing, Azure Virtual Desktop, Microsoft Intune, mobility services, print management and modern workplace technologies. A significant portion of the role involves diagnosing and resolving complex technical issues, providing expert guidance to support teams, and ensuring the reliable operation of critical Digital Workplace Platform across NSW Police Force locations.

View the relevant role description for more information on this role (e.g. essential requirements, key accountabilities, key challenges and capabilities required for the role)

What we can offer you

At NSWPF our people have access to a range of benefits that help balance life at work and at home. Some of the benefits available when you join the NSWPF include\:

• competitive salary;
• flexible work options;
• annual leave loading;
• corporate wellbeing programs including seminars and the Fitness Passport;
• free annual influenza vaccination;
• salary packaging options via superannuation contributions or a novated vehicle lease;
• convenient location for public transport and to shops etc;
• in-house gym facilities.

How to Apply

Applications can only be submitted electronically via the I Work for NSW website.

To be considered for this role, attach a cover letter (2 pages maximum) and an up-to-date resume that clearly details your skills & experience as relevant to this role.

Please do not attach copies of qualifications, certificates or documentation (other than what has been requested) - you can bring these if called for interview.

Please address each of the following Target Questions (500 word per question) in the text boxes provided in the online application or attach as a separate document.

Target Question 1\:

Describe a complex technical incident or recurring technology issue that you led through investigation and resolution. Outline the troubleshooting and problem management approach you used, how you identified the root cause, and the outcome achieved for customers or the organisation

Target Question 2\:

Provide an example of a situation where you provided technical leadership across multiple teams, locations or stakeholders to deliver a complex technology outcome. Describe the challenges involved, how you coordinated resources and technical activities, and the results achieved

Your application must stand on its own merits, and the completeness and relevance of your application will determine if you proceed through to the selection process.

If you require any further information about this opportunity, please contact Emmaunel Rivera via 0477 277 027.

To be eligible to apply for this role, you must meet one of the following statuses\:

• an Australian Citizen;
• a permanent resident of Australia; or
• a New Zealand citizen.

Prior to commencement, the successful candidate will be required to undergo a rigorous National Police (criminal history) Check and obtain and maintain a Security Clearance as determined by the NSW Police Force.

Our commitment to Diversity

At the NSW Police Force, we are proud to be an employer of a diverse range of people. We are committed to reflecting the diverse community we serve and creating an inclusive and respectful workplace for all employees where differences are embraced, contributions are valued, and everyone has a sense of connection and belonging.

We welcome applications from individuals with diverse skills, experiences, and backgrounds including Aboriginal and Torres Strait Islander peoples, LGBTQIA+ individuals, people with disability, neurodiverse individuals, those from culturally and linguistically diverse communities, and people of all ages.

We understand that the recruitment journey may present unique challenges. If you\:

• Identify as Aboriginal or Torres Strait Islander and would like support with your application, please contact the NSWPF Aboriginal Employment & Engagement team at PCC-AEET@police.nsw.gov.au
• Identify as a person with disability and require further information on the role or adjustments to participate in the recruitment process, please contact the Inclusion & Diversity team at PCC-INCLUSION@police.nsw.gov.au
• Are transgender or gender diverse and want to learn more about our support options, please contact the Inclusion & Diversity team at PCC-INCLUSION@police.nsw.gov.au

This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 18 months.

For more information on applying for roles with the NSW Police Force click here

For Technical assistance please contact\: taleosupportexterna@police.nsw.gov.au (Please include the word Taleo in the subject line)

Thank you for your interest in this role. We look forward to receiving your application.