Address
Form of work
Salary- Location: Canberra
- Position Type: Ongoing, Full-time
- Salary: $79,234-$84,019
About the role
The purpose of this role is to ensure the effectiveness and efficiency of IT support services to the ACIC and its external stakeholders.
Key responsibilities:
- Respond to and resolve 1st and 2nd level ICT support queries, requests, complaints and issues from internal and external stakeholders via telephone, email and in-person
- Mentor and coach other Support Officers to provide guidance, escalation and training on complex issues
- Assist with the development and maintenance of training materials
- Support the use of hardware and help manage hardware inventory including desktops, laptops, and mobile phones
- Assist in completing the day-today tasks and priorities set out by the APS 6 and EL1
- Participate in after-hours on-call roster
Our ideal candidate
To be successful in this role, you will demonstrate the following experience, skills and attributes:
- Has a passion to provide excellent customer service with experience in a customer facing role
- Displays a genuine interest in information technology and is enthusiastic about continuous Professional development
- Is able to work cooperatively in a small team environment to build and maintain productive working relationships with team members and other stakeholders
- Exhibits well developed written and verbal communication skills
- Has experience supporting and maintaining Microsoft products and platforms, including Active Directory, Azure Active Directory and Windows Standard Operating Environment (SOE)
Essential qualifications
- Cert IV in Information Technology or equivalent.
Eligibility
- Citizenship – To be eligible for employment with the ACIC, applicants must be an Australian citizen.
- Security Clearance - The Australian community expects ACIC employees to maintain the highest levels of security and integrity. Successful applicants will be required to obtain and maintain a minimum Negative Vetting 1 security clearance.
- Pre-Employment Screening – All candidates must satisfy an Organisational Suitability Assessment (OSA) prior to being offered employment at the ACIC.
- Vaccination Status – To be eligible to work at the ACIC, you must be fully vaccinated against COVID-19.
The ACIC is committed to diversity and inclusion. We celebrate and champion diversity to ensure we reflect the community we serve, and pride ourselves on our vibrant culture. We welcome applications from Aboriginal and Torres Strait Islander peoples, women, people with disability, people from culturally and linguistically diverse backgrounds, those who identify as LGBTIQ+, neurodiverse, mature aged employees and carers.
More information about our conditions is available in the ACIC Enterprise Agreement 2016–2019 and Determination 2022/1 on our website.
Candidate Information Kit - APS5 Senior Service Desk Analyst, Canberra - January 2024 Opens in new window
Candidate Information Kit - APS5 Senior Service Desk Analyst, Canberra - January 2024 Opens in new window
