Desktop & Mobility Support Team Member

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 days of mandatory rest leave per year
• 18 days of paid personal leave per year
• Generous superannuation of 15.4%
• 18 weeks paid Parental Leave for Primary Caregiver (and 11 weeks for Secondary Caregiver) + additional unpaid leave entitlements for up until 24 months from the child's date of birth or placement
• 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's End User Support team is seeking suitably experienced applicants to be considered for Team Member roles in Desktop & Mobility Support at national locations. End User Support team members provide critical integrated, secure and effective information and communications systems and services to the AFP.

Working in a team environment you will be responsible for providing technical expertise in provisioning and servicing of end user devices such as laptops, desktops, mobile devices, other peripherals and licensed applications.

End User Support supports the management of the AFP appointees, resources and business activities. This work may include:

• Providing a high level of customer service through accurate and timely advice and assistance to system users
• Addressing customer support requests and following up to ensure timely and satisfactory resolution
• Ability to travel interstate to national locations within the Australian Federal Police
• Participating in equipment moves, adds and changes
• Procuring, provisioning, configuring and setting up equipment; ensuring proper functionality and connectivity of all devices
• Engage and collaborate with internal and external stakeholders on projects

Your role will involve collaboration with other teams and external vendors. You must demonstrate excellent communication and interpersonal skills and be a team player, eager to work together and exchange information whilst providing quality service to AFP staff. Your experience working in a large and complex environment, along with your self-driven and highly motivated attitude, will help you to succeed in this role.

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. It is expected that the successful applicant will deliver on the core responsibilities and meet any requirements of the position as outlined below.

What will you do?

The successful applicant will be a highly motivated individual who is able to work effectively in a busy and demanding environment. Day to day you will:

• Competently process incident management requests through to resolution as required
• Use service management tools
• Provide excellent service delivery to AFP customers
• Undertake continual service improvement activities
• Produce and update support documentation
• Troubleshoot reported hardware, software and application issues (Windows 10, Desktop, Microsoft systems and applications) and utilize tools including Windows, Active Directory, SCCM, ServiceNow, MS Office and Exchange

Essential Requirements

• You must be an Australian Citizen at the time of application.
• A Negative Vetting 1 (Secret) security clearance or the ability to obtain one.
• Minimum of two (2) years' experience in a like or related field.
• Formal IT qualification from a recognised tertiary institution and/or demonstrated equivalent skills and experience.
• Ability to communicate clearly and concisely at all levels both face to face, within a group or in writing.
• Problem solving skills to be able to investigate and resolve client issues.
• Experience troubleshooting hardware and software issues.
• Ability to travel interstate to national locations within the Australian Federal Police as required.

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)
• Scripting and automation

Additional Information

• This is a AFP Band 4 position.
• This role can be worked from any capital city in Australia. Successful applicants are expected to be based in the relevant office location of the position.
• Domestic travel will be required for this role, depending on AFP business needs.

Commitment to Diversity & Inclusion

At the AFP we value the different perspectives, approaches and lived experiences of our people, and recognise that our collective intelligence and diversity is what makes us stronger. As such, we encourage applications from people from all walks of life, including people from culturally and linguistically diverse backgrounds, First Nations people, women, the LGBTQIA+ community and people with disability.

Contacts and Closing Information

Contact Officer: Kalendran Mahendrarajah,

Contact Officer Phone: ***,​

Contact Officer Email: ***************