Aps Level 5

2 days ago

Canberra, Australia IP Australia Full time

Closing date: 14/08/2025

**About the job**:
**Vacancy information**:
Position title: APS Level 5 - Executive IT Support Analyst_EXT

Job Requisition ID: 1441

Location: Canberra on Ngunnawal Country

Tenure: Ongoing

**Our Opportunity**:
The role will primarily be in office user support for IP Australia’s senior executive, their EAs and support staff, including in person, telephone, and chat support, for any IT related requests and issues.

The successful applicant will work as a member of the VIP/End User Support team, they will provide user training and mentoring, recording and addressing issues and requests, as well as visiting clients to support equipment or systems. The successful applicant will have business and technical skills and an appreciation for delivery of quality customer service. Our team is focused on building and sustaining positive relationships with team members, stakeholders, and clients.

The successful applicant will be motivated to develop technical knowledge and skills while delivering a high standard of customer service. This role is also responsible for end user device management - building, configuration and deployment of laptops and mobile devices. There will be a requirement to attend and support in person events such as small meetings with vendors, large group settings, specialist events and all staff meetings.

**Job specific capabilities**:
The Executive IT Support Analyst will participate in tasks within a client-focused team providing development, enhancement, implementation and support services for business and information technology systems. Under limited direction, the analyst will be required to:

- Executive and VIP Support (Primary Focus):

- Provide direct IT support to SES and Executive staff, managing urgent or high-impact incidents with urgency and discretion.
- Support meetings (in-person and Microsoft Teams), including room setups, live troubleshooting, AV integration, and escalations.
- Create and maintain strong working relationships with Executives and their support teams.
- Manage incidents, service requests, and tasks through the ITIL lifecycle, ensuring adherence to SLAs.
- Assist with ICT project rollouts, including deployment tasks, administrative coordination, and documentation.
- Contribute to process improvement initiatives, customer support manuals, and SOP development.
- Team Participation and Culture:

- Promote a positive change culture and maintain a can-do attitude.
- Set and uphold clear expectations, take ownership of tasks, and honour commitments.
- Foster a collaborative and enjoyable work environment, contributing to team morale.
- Technical Knowledge & Requirements:

- Microsoft Windows 11
- Microsoft 365 suite (Exchange, Teams, Outlook, SharePoint)
- Azure/Entra ID, Intune
- Mobile device management
- Baseline security clearance (or ability to obtain), NV1 may be required.

**Looking for more information?**:
**Applications Close**:
Applications close at 11:59pm on Thursday 14 August 2025.

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