Desktop and Executive ICT Support

• Canberra
• Applications close 21 September
• The salary range for this role is $86,631 - $107,053

About the Department
The Department Of Industry, Science And Resources And Our Broader Portfolio Are Integral To The Australian Government's Economic Agenda. Our Purpose Is To Help The Government Build a Better Future For All Australians Through Enabling a Productive, Resilient And Sustainable Economy, Enriched By Science And Technology. We Do This By

• Growing innovative & competitive businesses, industries and regions
• Investing in science and technology
• Strengthening the resources sector.

The APS and the department offer a clear direction and meaningful work. You will be able to create positive impact in people's lives whilst contributing to improved outcomes for Australia and our people.

If you would like to feel a strong connection to your work and you are accountable, committed and open to change, join us in shaping Australia's future.

Please see the

About The Team
The
Chief Information Officer Division (CIO Division)
is an exciting, fast-paced division that drives the digital agenda for the Department of Industry, Science and Resources. Leading the delivery of the department's digital offerings, the CIO Division partners with business areas and stakeholders to:

• Realise the digital policy objectives of the Department
• Define the Departments digital landscape
• Drive the innovation and transformation of its IT services

The ICT Operations Branch provides high quality ICT support and underpinning infrastructure services to the department and Ministers' Offices, ensuring all staff in the department and MOs have access to stable and secure technology.

The ICT Support team, within ICT Operations, delivers high-level customer service and specialised technical support across various technologies and services to all department staff, including Ministerial offices.
Our ideal candidate
Our ideal candidates are motivated individuals who demonstrate enthusiasm and reliability through their diverse client interactions and customer experience.

Desktop/Executive ICT Support Officer/s
is someone who brings a proactive, solutions-oriented mindset to their work. They possess robust problem-solving abilities, adeptly addressing diverse hardware and software issues faced by end-users while managing Level 2 ICT support tasks such as incident triage, equipment provisioning, and technical assistance for video conferencing systems. Effective communication is key, as they must explain technical concepts clearly and maintain a customer-centric approach throughout their support interactions. These individuals are committed to continuous improvement, keen to learn and share knowledge, and demonstrate the ability to collaborate within teams, manage competing priorities, and adapt to the dynamic nature of service delivery/support environments.

Executive ICT Support Team Leader and Executive Support Triage and Project Lead
candidates not only excel in the technical and interpersonal areas but also bring leadership and project management skills. They have experience guiding and developing staff, building strong relationships with stakeholders—including VIP and executive clients—and proactively addressing interrelated and complex ICT issues. Their strengths include planning and delivering both business-as-usual and project-driven ICT initiatives, prioritising tasks, and adapting to evolving requirements to ensure timely, reliable outcomes. These candidates also focus on nurturing team capability, maintaining comprehensive documentation, and clearly communicating technical concepts to support both end-users and team members across the organisation.

What You Will Do
APS 5 – Desktop/Executive Support Officer/s

• Provide Level 2 ICT support to department staff for end-user hardware and software via phone, email, instant messaging, service requests or face to face onsite support.
• Provision and manage ICT equipment for department staff, ensuring accurate record-keeping of the ICT asset register.
• Provide technical support and consultation for video conferencing and digital collaboration services.
• Monitor and prioritise ICT tasks and incidents to meet service level agreements.
• Produce and maintain knowledge base articles of operational and technical practices for continuous improvement and auditing purposes.
• Collaborate with enablement teams to resolve ICT incidents and deliver high-quality customer service to department staff.
• Provide ICT support as part of an out-of-hours on-call roster.

APS 6 – Executive ICT Support Team Leader
In addition to the above, the APS6 Team Leader role will;

• Supervise and provide coaching and mentoring to junior staff within the team including technical upskilling
• Provide high level relationship management with the Executive and Ministerial Offices
• Working with the leadership team to identify areas to improve customer experiences

APS 6 – Executive Support Triage and Project Lead

• Lead Executive ICT projects, triage incidents, manage escalations, and ensure reliable video conferencing services
• Communicate technical ICT concepts clearly to end-users with a strong client-service focus
• Develop and maintain ICT documentation to promote team learning and knowledge sharing
• Collaborate effectively within teams and engage stakeholders across the organisation
• Prioritise tasks and adapt to changing service requirements to ensure timely outcomes
• Lead, coach, and support team members' professional development and capability
• Build relationships with stakeholders, including VIP and executive clients
• Resolve complex ICT issues and manage escalations

Eligibility
An NV1 security clearance is required, though some positions may require a higher-level security clearance and successful candidates will be required to obtain and maintain a clearance at this level.

To be eligible for employment in the APS and the department, candidates must be Australian Citizens.

Notes
Some positions may require a component of overtime and 24/7 on-call duties. Interstate travel may also be required to carry out certain duties.

These roles include manual handling tasks, with the movement of various ICT hardware between floors and office buildings.

A merit pool may be established and used to fill future vacancies within 18 months from the date the vacancy was first advertised in the Gazette.

The department does currently offer flexible work opportunities for many roles. This vacancy is ACT - Industry House based, although flexible or remote work arrangements may be considered. Please reach out to the contact officer to discuss this further.

Application information
Your application must not contain any classified or sensitive information. This includes in your application responses, CV and any other documents. The selection panel may not consider applications containing classified information.

Please provide a pitch explaining how your skills, knowledge and experience will be relevant to this role and why you are the best candidate for the position. Your pitch can contain no more than 750 words and should align to the key duties listed above.

Please complete your application online and provide your current CV with your application. (CVs must be in .doc, .docx, or .pdf format).

Accessible application documentation is available in other formats on request. Please contact

Please refer to our

Contact Information
For more information regarding this opportunity, please contact Will King on or via email on