Gaz - Aps5 - Act - Helpdesk Support Operator

**Requisition Number**: 118870
**Position Number/s**:60147206
**Classification**: APS Level 5
**Location**: ACT
**Division**: Information and Communications Technology (ICT) Division
**Branch**: Intelligence, Identity and Biometrics System (IIBS)
**Section**: Biometrics Systems Section (BSS)
**Security Classification**: Baseline Vetting
**Salary**: $75,381 to $81,196
**Contact**:Karen Seah **Phone**: 02 6223 9756
**Period of Vacancy**:Ongoing
**Number of Vacancies: 1**

**Who can apply**:
Please note this opportunity is available to current Australian Public Service employees and all eligible members of the community.

**About the Department of Home Affairs**:
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The Department of Home Affairs is responsible for centrally coordinated strategy and policy leadership in relation to domestic national security arrangements, law enforcement, emergency management, counter-terrorism, social cohesion, the protection of our sovereignty, the integrity of our border and the resilience of our national infrastructure.

The Australian Border Force, an operationally independent body within the Department of Home Affairs, is Australia's frontline border law enforcement agency and Australia's customs service. The Australian Border Force's mission is to protect Australia's border and facilitate the legitimate movement of people and goods across it.

**Overview of the Branch**:
The Intelligence, Identity and Biometrics Systems (IIBS) Branch works collaboratively with business areas to deliver the Intelligence, Identity and Biometrics programme of work. IIBS Branch delivers critical ICT systems capability to business areas undergoing significant growth and change and provides enterprise level data and business reporting services on behalf of the Department.

The Intelligence, Identity and Biometrics Systems Branch:

- Manages the technical delivery of the Intelligence, Identity and Biometrics Programme of work
- Provides enterprise level data and business reporting services on behalf of the Department
- Provides ongoing maintenance and support for Intelligence, Identity and Biometrics Systems.

**Overview of the Section**:
The Biometrics Systems Section (BSS) delivers technical work packages for ICT Biometrics Systems. This includes maintenance and ongoing assistance from dedicated support teams providing programme and project management, delivery management, business and systems analysis, system development, testing and technical support services. The Section is responsible for supporting the Biometrics Matching System (BMS), Enterprise Biometric Identification Services (EBIS), Client Enrolment Platform (CEP), Biometric Enrolment Capability (BEC), Enhanced Biometrics at the Border (EBatB) and EDISON systems. In addition the Section provides help desk support for CSP/CDH and IDH.

**About the role**:
The current operating environment in maintaining departmental systems is evolving and becoming more complex and demanding. The Helpdesk role is critical in providing support, training/education and guidance to users using the systems. Good negotiation, customer client skills and judgment to resolve issues and escalate complex and difficult issues as required is essential.

The helpdesk and support operator will complete data fixes as directed and will focus on client splits. The applicant must have the ability to quickly acquire knowledge of the Department's Identity and Biometrics systems including CSP, EBIS, IMS and BMS in acquiring, maintaining and verifying identify and biometrics data.

**The position ensures that**:

- Repeatable comprehensive solutions to technical challenges are created and clearly documented for use by teammates and service desk analysts
- Data based system generated reports and user reported errors are corrected
- Systems, servers and other associated hardware are maintained
- Release activities, such as releases of updated versions of Branch systems are supported
- Liaison occurs with the various teams and team members to resolve or escalate incidents
- Strong stakeholder relationships nationally and internationally with Government and industry representatives are maintained.

**Specific duties/responsibilities**:

- Maintain high performance and achieve team objectives;=
- Follow repeatable comprehensive solutions to technical challenges in a dynamic and integrated environment, update and clearly document these for use by teammates and service desk analysts
- Install and manage software via remote access capability as directed;
- Monitor multiple communication channels such as mailboxes and incident queues to ensure timely resolution of queries and issues and allocate as necessary
- As directed, correct system data based on syste