Ict Support Officer

EMPLOYMENT TYPE - Ongoing Full time; Temporary Full time
LOCATION - ACT; WA
AFP BAND & SALARY - Band 04 ($84,458.00 - $99,285.00)
JOB REFERENCE NUMBER - 13844
This advertisement is to create a merit pool for future ongoing or non-ongoing vacancies arising over the next 12 months.
Did you know?
The mission of the Australian Federal Police is to provide dynamic and effective law enforcement to the people of Australia. It provides policing throughout Australia in relation to the prevention and detection of crimes against the Commonwealth, its laws and integrity, and community police services to the Community of the ACT.
Working for the AFP provides you with a diverse and rewarding career. Whether you immerse yourself in a position on the frontline, or provide critical operational or professional support, the work you do makes a big impact on the people of Australia.
We recognise your contribution to our workforce and offer generous remuneration and conditions including:
Six weeks (30 days) of paid annual leave per year + additional paid Christmas stand down
4 extra mandatory leave rest days per year
18 days of paid personal leave per year
Generous superannuation of 15.4%
16 weeks of paid maternity leave (after 12 months of service) + an additional 36 weeks of maternity leave without pay
Generous salaries and incremental salary progression governed by the AFP Enterprise Agreement
Flexible and hybrid working arrangement that provides work/life balance
Health & wellbeing services - with a focus on early intervention, education and prevention
Access to ongoing training and professional development opportunities
What is the role?
The AFP is looking for highly motivated, skilled, enthusiastic and customer focused individuals to meet current and anticipated ongoing vacancies within the ICT Support team, which encompasses:
Service Desk
Tech Lounge
Executive Support (VIP)
Sensitive Network Support
After Hours (On Call) IT support
ICT Support is the primary point of engagement for all enquiries, management of incidents and service requests from users of AFP ICT customer both nationally and internationally. The ICT Support team plays a pivotal role in facilitating the link between business and the AFP ICT organisation. The team supports AFP and external network users, corporate devices, software, Executive Support and Tech Lounges (providing dedicated, customer-centric on-site support for users with a drop-in facility). The team also handles communications for things such as outages and planned changes to IT services. Additionally, ICT Support staff assist with the implementation and support of AFP projects nationally.
This ICT Support role requires the successful applicant to provide high quality communication, ICT administration and technical support to our customers.
We're interested in hearing from people who have the ability to ask the right questions and find the right solutions, to act with integrity and place the customer at the centre of everything you do.
You will also be required to contribute to the achievement of outcomes in accordance with the regulatory framework, the AFP Code of Conduct and the AFP Governance Instruments.
What will you do?
**Duties may include, but are not limited to**:
Provide in person ‘Tech Lounge’ and Executive (VIP) support
Provide after hours (On Call) IT support
Utilise and contribute to IT knowledge base
Essential Requirements
A Negative Vetting 1 (Secret) security clearance or the ability to obtain one
Minimum of 2 years’ experience in a like or related field
Ability to communicate clearly and concisely at all levels; either face to face, telephone, video, or in writing
Problem solving skills to be able to investigate and resolve client ICT issues (software and hardware)
Experience in working effectively within a team environment and collaborating with others
Desirable Requirements
The following skills and/or experience would be highly regarded:
Windows 10 desktop administration
Microsoft systems and tools (including Windows, Active Directory, SCCM, M365 including MS Office, Exchange and Teams)
Experience in the use of call ticketing systems (e.g. ServiceNow)
Scripting and automation
Additional Information
This position is located in Canberra, ACT or Perth, WA and successful applicants are expected to be based in these locations.
Selection Criteria
Organising your work, making sound decisions and achieving outcomes
Communicating and working effectively with other people
Application
Please submit the following documents via our Jobs portal prior to the closing date and time:
Resume/CV - This will form the basis for determining your suitability against the position requirements and give the panel a clear outline of your current knowledge and qualifications along with previous experiences. Please include your work history, responsibilities and achievements.
Applicant pitch (maximum two pages). Ensure your pitch tells us why you are the best fit for the role, with examples that demon