Aps 5 Ict Support Officer

• Location: Canberra, ACT; Brisbane, QLD
• Salary Range: $85,503 - $89,106+ Attractive Superannuation
• Contact Officer: Kristen Perkins 0429 969 822

The APS5 ICT Support Officer will be part of the ICT Front Door and Equipment Management team, who provide critical ICT support to DVA staff. The team coordinate the procurement, management and support of ICT equipment provided by Services Australia, such as Surface Pro’s, monitors and docks, and of DVA owned assets such as mobile phones, headsets and laptops. The team has an onsite presence in each state office location and provide support for ICT equipment in person and via email.
Through the national Escalation Support helpdesk, the team provide phone and email support and resolution for any ICT issues being experienced, such as issues with VPN, GovTeams/MSTeams and system access. The team ensures requests and issues are resolved or escalated appropriately via the ICT Shared Services agreement between Services Australia and DVA.
Duties

• Provision of ICT Onsite Support to DVA staff for ICT equipment including surface pros, laptops, telephones, mobile devices, video conferencing, printers, other IT equipment and support for desk relocation
• Provision and support of ICT equipment to assist staff to work from home e.g. issuing Surface Pros and headsets
• Management of ICT assets including registration and tracking of assets, asset tagging and allocation of DVA owned IT equipment, assisting with stocktake, arranging delivery of ICT equipment to state based ICT officers or OARMS sites, rebuilding Surface Pro’s and organising return/replacement of devices when faulty or broken.
• Monitoring group mailbox ICT Equipment Management and providing written or verbal advice/instructions to staff in regards to ICT equipment requests or queries.
• Monitoring ICT Front Door and Escalation Support mailboxes, as well as taking phone calls to the Escalation Helpdesk via daily phone shifts. As part of this, undertake analysis, diagnosis and resolution of IT problems, including for GovTeams and MS Teams, via phone, email and face to face contact.
• Assist with the provision of equipment and 24/7 support for OSRA travel for Anzac commemorations in April/May each year.
• Assist with the provision of Fortress Administration, including assistance with set up of accounts, troubleshooting Tier 1 issues, and escalating Tier 2 issues.
• Assist with other project related activities or ad hoc ICT requests as required.

Eligibility

• Applicants must be an Australian citizen to apply.

Notes
This recruitment process is being used to fill an ongoing position.
A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.
Successful applicants engaged into the APS will be subject to a probation period.
DVA embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds. We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and encourage applications from people with disability, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds. Take on a rewarding, varied, and broad career with an Australian Public Service Department that can bring balance and flexibility to your working life, while supporting you to stay connected to your community.
DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability