Technical Support Officer

**Job title: Technical Support Officer**

**Employment Type**:Temporary full-time opportunity until 30 June 2026 with the possibility of extension

**Location**:Flexible/hybrid working arrangements available across NSW, with some travel to Sydney metro locations required

**Grade**:DCS Clerk Grade 5/6

**Salary Range**:$99,938 - $110,271 p.a. base salary dependent on experience, plus 11.5% superannuation

**Who we are**
The Department of Customer Service (DCS) is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.
Government Technology Platforms (GTP) forms part of Digital NSW and delivers core and common digital capabilities and infrastructure solutions including cross sector leadership across NSW Government underpinned by the Digital Government Strategy.

**The opportunity**
A new role has become available as a Technical Support Officer in Government Technology Platforms, part of Digital NSW and the Department of Customer Service.

The Support Officer is a point of contact for IT Service Management and is responsible for providing technical support to statewide government mission critical systems, including continual monitor of live systems and manage incident tickets related to service interruptions and access and service requests.

Our aim is to be the state’s trusted partner to enable accessible and secure digital platforms and services for the citizens and businesses of NSW.

**Day to day responsibilities**:

- Report major events and incidents across the business and contribute to resolution when required.
- Participate in a 24/7 shift roster.
- Liaise with client agencies and external service provider to provide support and ensure customers have been proactively informed on the progress of incident resolution and service request in line with service level agreements.
- Maintain support documents and knowledge articles with up-to-date information to support self-serve and other assignment groups to efficiently resolve issues.

**What you will bring to this role**
- Relevant qualifications or experiences working in a multi-disciplinary IT business
- Relevant work experience in IT Service Desk environments is preferred
- Experience in incident management and access management with SLAs
- Familiar with general service desk management processes, procedures and policies
- Knowledge of APIs is highly regarded
- Ability to work under pressure with at times conflicting priorities
- Excellent interpersonal and communication skills

**AI Statement**

Salary Grade 05/06, with the base salary for this role starting at $99938 base plus superannuation

Click Here to access the Role Description.

**Closing Date: 09:59 am, 21 Jul 2025**

**Careers at Department of Customer Service**
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

**Belong in our diverse and inclusive workplace**

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

**For more information, please visit**

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process