Senior ICT Support Officer | PSC097

A great lifestyle in a treasured environment, this is life at PSC

The opportunity

As a newly created position within the structure, our team in ICT Operations is seeking an experienced Senior ICT Support Officer to provide remote and on-site technical support for our end users.

It’s an exciting time to be joining our ICT team, following the roll-out and implementation of Microsoft 365. Reporting directly to the ICT Support Team Leader, your role as Senior ICT Support Officer is to provide a high level of support to our customers with regard to escalated requests for break/fix services in the ServiceDesk request management system.

- This is a permanent opportunity – working full‑time 35 hours / week + access to a flexible working arrangement

- Base Salary Range: $77,355 to $91,003 pa based on 35 hours / week + 12% superannuation + $2,464 retention allowance

- You will be working from PSC Administration Building, Raymond Terrace

Responsibilities

- Perform System Administration tasks on council’s core systems, such as Active Directory and MS Exchange

- Provide professional second‑level support to customers for allocated requests and maintain complete records of actions taken

- Review and follow‑up of uncompleted requests on a regular basis to ensure pro‑active task management in compliance with agreed service levels

- Assist and support customers with escalated requests for break/fix services in the ServiceDesk request management system as outlined in the ICT service level agreement

- Support and maintain images and configurations for council’s laptop and desktop fleet

Qualifications

- Completion (or significant progress towards completion) of tertiary or industry qualifications that demonstrates expertise and competency in the ICT discipline

- Demonstrated experience administering ICT infrastructure hardware, operating environments, systems and services in an enterprise environment including:

- Virtual server hosting environments

- Microsoft Windows Server (including Active Directory and Group Policy)

- LAN/WAN services

- Microsoft 365, including Teams, Exchange or similar collaborative application

- Microsoft SharePoint or similar collaborative application

- Microsoft SQL Server, with an understanding of database concepts

- Basic Videoconferencing tools and troubleshooting

- Citrix XenApp or similar thin client or presentation services solution

- Enterprise backup solutions

- Enterprise internet and email filtering systems or similar

- Ability to independently research, quickly identify and correct unusual problems

Benefits

- Work/Life balance with generous leave entitlements, flexible work options and leave in lieu

- Long service leave when you’ve been with us for just over 5 years

- Health & Wellbeing leave to recharge when you need it

- Industry leading Paid Parental Leave accessible for all employees – 14 weeks that can be taken within 2 years from the birth, adoption, or long‑term foster care of your child

- PSCare Day available to all employees to take in addition to your regular leave entitlements

- Confidential support (including mental health) through our employee assistance program

- Award winning health and wellbeing program PSCare, Workers Health Initiative with access to a broad range of gyms in the area, and discounted health insurance

- Free parking on site and a convenient local shopping centre

- Coffee and food to keep you sustained at our on‑site café

- And lots more…

Application Details

- Why you want this role and how it aligns with your career goals?

- Outline your experience in managing escalated ticket requests across a multi‑site organisation.

Ready to Apply? Here’s what you need to know

Applications Close: Midnight, Sunday, 16 November 2025

Interviews: Interviews are set to be held on Wednesday, 19 November 2025.

Contact: Amy Reynolds, Chief Technical Officer, on (02) 4988 0515.

For information on our recruitment process, and what we look for in an application, please visit our Careers page on our website for ‘How to Apply’.

To complete your online application, you will be asked to upload a copy of your resume and provide responses to questions which are based on the criteria listed in the Position Description and our organisation Values.

We’re a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

We’ve partnered with the Veterans Employment Program to support veterans finding suitable, sustainable and meaningful employment.

Port Stephens Council adheres to the principles of a child safe organisation and supports children and young people having safe and welcoming experience in our community, accessing our facilities and in our care.

We acknowledge the Worimi as the original Custodians and inhabitants of Port Stephens. May we walk the road to tomorrow with mutual respect and admiration as we care for the beautiful land and waterways together.

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