Ict Support Specialists (Multiple)

Contract Role: Initial 6 months with a 6-month extension

Location: 4x Canberra or 1x Brisbane

Work arrangement: full-time onsite

*Must be an Australian Citizen, preferably with Baseline or higher clearance*

About the Organization: Join a leading organization dedicated to advancing digital healthcare solutions for all Australians. The organization is committed to enhancing health outcomes through innovative digital systems. Their Technology Services Division plays a pivotal role in delivering secure and reliable national digital health infrastructure and support systems.

Primary Purpose of Position: The IT Support Analyst will play a crucial role in the IT Services Branch, reporting to the Assistant Director - IT Support. Responsibilities include overseeing the IT Service Desk, providing user support, and managing basic administration for the organization’s business applications, systems, and end-user computing technologies.

Key Responsibilities:

Leadership and Accountability:

• Demonstrating expertise in specific functional areas to achieve team objectives.
• Taking ownership of assigned tasks, organizing workflow, and mentoring less experienced team members.
• Innovating and driving process improvements to optimize business efficiency.
• Identifying and mitigating risks affecting team outcomes.

Management and Diversity Span:

• Coordinating workflow within a small team, and handling complex administrative tasks.
• Supporting IT knowledge management across the Branch to meet organization-wide needs.

Job Context and Environment:

• Developing a solid understanding of organizational functions and how they relate to the specific work area.
• Recognizing the impact of the work on organizational strategic and operational outcomes.

Independence and Decision-Making:

• Exercising judgment and discretion within defined parameters to interpret and apply guidelines and procedures.
• Contributing to issue resolution and decision-making processes impacting the work area.

Stakeholder Management:

• Engaging with internal and external stakeholders on operational and administrative matters.
• Resolving inquiries and providing advice as a representative of the IT Support team.
• Fostering and maintaining stakeholder relationships effectively.

Organization-wide Collaboration:

• Supporting other organization sections and branches in various technology management, service management, and security services activities.

Skills and Experience:

• Proven experience in IT support roles, with proficiency in IT service management and end-user computing.
• Strong analytical and problem-solving skills, with the ability to manage moderate complexity tasks.
• Excellent communication and interpersonal skills to engage effectively with stakeholders.
• Knowledge of IT infrastructure, network support, and configuration management is advantageous.

Essential Requirements:

1. Ability to obtain and maintain a Baseline security clearance with the ability to obtain and maintain a higher clearance if required by the Agency.
2. Demonstrated previous experience working within either IT Support, User Support or Customer Service.
3. Demonstrated ability to work autonomously and be accountable for completing tasks allocated and organising workflows.
4. Experience using Azure, Entra ID and Active Directory
5. Experience providing laptop. IOS and basic hardware support