Ict Support Officer (Service Desk / Tech Lounge)

Did you know?

The mission of the Australian Federal Police is to provide dynamic and effective law enforcement to the people of Australia. It provides policing throughout Australia in relation to the prevention and detection of crimes against the Commonwealth, its laws and integrity, and community police services to the Community of the ACT.

Working for the AFP provides you with a diverse and rewarding career. Whether you immerse yourself in a position on the frontline, or provide critical operational or professional support, the work you do makes a big impact on the people of Australia. 

We recognise your contribution to our workforce and offer generous remuneration and conditions including:

• Six weeks (30 days) of paid annual leave per year + additional paid Christmas stand down 
• 4 extra mandatory leave rest days per year 
• 18 days of paid personal leave per year
• Generous superannuation of 15.4%
• 16 weeks of paid maternity leave (after 12 months of service) + an additional 36 weeks of maternity leave without pay
• Generous salaries and incremental salary progression governed by the AFP Enterprise Agreement 
• Flexible and hybrid working arrangement that provides work/life balance
• Health & wellbeing services – with a focus on early intervention, education and prevention
• Access to ongoing training and professional development opportunities

What is the role?

The AFP is looking for highly motivated, skilled, enthusiastic and customer focused individuals to meet current and anticipated ongoing vacancies within the ICT Support team, which encompasses:

• Service Desk
• Tech Lounge
• Executive Support (VIP)
• Sensitive Network Support

ICT Support is the primary point of engagement for all enquiries, management of incidents and service requests from users of AFP ICT customer both nationally and internationally. The ICT Support team plays a pivotal role in facilitating the link between business and the AFP ICT organisation. The team supports AFP and external network users, corporate devices, software, Executive Support and Tech Lounges (providing dedicated, customer-centric on-site support for users with a drop-in facility). The team also handles communications for things such as outages and planned changes to IT services. Additionally, ICT Support staff assist with the implementation and support of AFP projects nationally.

This ICT Support role requires the successful applicant to provide high quality communication, ICT administration and technical support to our customers. 

What will you do?

Duties may include, but are not limited to:

• Provide first level IT support services via phone, email and online ticketing system
• Provide in person ‘Tech Lounge’ and Executive Support (VIP)
• Provide after hours (On Call) IT support
• Utilising and contributing to IT knowledge base

Essential Requirements

• You must be an Australian Citizen at the time of application.
• A Negative Vetting 1 (Secret) security clearance or the ability to obtain one.
• Minimum of 2 years’ experience in a like or related field.
• Ability to communicate clearly and concisely at all levels; either face to face, telephone, video, or in writing.
• Problem solving skills to be able to investigate and resolve client ICT issues (software and hardware).
• Experience in working effectively within a team environment and collaborating with others.

Desirable Requirements

The following skills and/or experience would be highly regarded:

• Windows 10 desktop administration
• Microsoft systems and tools (including Windows, Active Directory, SCCM, M365 including MS Office, Exchange and Teams)
• Experience in the use of call ticketing systems (e.g. ServiceNow)
• Scripting and automation

Additional Information

• This position is an AFP Band Level 4.
• These are Canberra and Perth based roles operating in an office based team environment. Options to work flexibly from home a few days per week will be considered. 
• Proof of a minimum of two COVID-19 vaccinations (or one dose if the Janssen vaccine was used) will be required if an offer of employment is made. 

Commitment to Diversity & Inclusion

Diversity and inclusion is an operational priority for the Australian Federal Police (AFP). To be an effective police force, we must be reflective of the community we serve, working across languages, cultures and transnational borders. The 2023-26 Diversity & Inclusion Strategy is the guiding framework for delivering the AFP’s diversity and inclusion goals and reflecting our commitment to being an employer of choice, incorporating diversity and inclusion principles in day-to-day practice and building a psychologically and culturally safe workplace. This includes hiring people from diverse backgrounds who bring their lived experience to contribute, and add value, to the AFP. Find out more about how the AFP embraces diversity and inclusion.

Contacts and Closing Information

Contact Officer: Megan Murphy,

Contact Officer Phone: 02 5126 0***, ​

Contact Officer Email: ************@afp.gov.au

Applications Close: 11:59pm (AEDT) 02/04/2024