Systems Officer, Technical Support

Join us to make a difference for all students in NSW

Position details

• Clerk Grade 5/6
• Ongoing full-time opportunity
• Close to Wynyard station & hybrid work arrangements available

About the role

This role is a great opportunity for an ICT professional who enjoys solving problems and delivering excellent customer service. As a Systems Officer, Service Desk Technical Support, you will play a key role in supporting staff across NESA by troubleshooting and resolving ICT issues of moderate complexity.

You'll work with a broad range of technologies and systems, ensuring users can access the tools they need to perform at their best. This is a hands-on role where you'll build your technical expertise, collaborate with a supportive team, and contribute to improving the overall ICT environment.

On a day-to-day basis you will be responsible for:

• Responding to user support queries and restoring ICT systems and networks to optimum efficiency.
• Managing set-up activities for ICT devices and systems, monitoring performance and preventing service interruptions.
• Creating and maintaining support documentation to assist others and reduce the impact of unplanned outages.
• Adhering to information security policies and procedures relating to hardware, software and technical documentation.
• Working collaboratively with team members and stakeholders to quickly identify and resolve issues.

Our ideal candidate will have:

• Experience balancing competing demands while ensuring customer needs are met.
• The ability to develop and maintain technical capability across diverse and evolving hardware, platforms and applications.
• Strong collaboration and communication skills, with experience working closely with users and ICT colleagues to resolve incidents effectively.
• Knowledge and experience in Windows and iOS hardware and software, operating systems and application environments.
• Experience installing and maintaining Microsoft Windows operating systems, Active Directory and Microsoft Office products.
• Experience configuring, installing and supporting telephony technologies and software in a networked environment.

Essential requirements

• Experience in Windows and iOS hardware and software, operating system and application environments.
• Proficiency in Microsoft Office 365 applications, Microsoft Windows operating systems, active Directory and troubleshooting common issues.
• Experience managing endpoint devices using enterprise tools such as Intune, or similar, including Standard Operating Environment (SOE) deployments, application packaging and deployment, and patch management to ensure compliance and operational efficiency.
• Ability to work independently and collaboratively in a fast-paced ITIL-based environment and experience with incident, problem, and change management processes.
• A valid Working with Children Check (WWCC) clearance for paid employment (prior to commencement, not required at application)

About us

At the NSW Education Standards Authority (NESA) we work with the NSW community to drive improvements in student achievement.

We achieve this by supporting all school sectors with high-quality syllabuses, assessment (including managing the HSC and NAPLAN), teaching standards (e.g., accrediting teachers) and school environments (including setting and monitoring school standards).

To find out more about the important work we do for NSW visit our .

Ready to join us?

Select apply and attach an up-to-date résumé (maximum 5 pages) and a cover letter (maximum 2 pages). Also address the 2 targeted questions below in your online application:

• Targeted Question 1

Describe a time when you took initiative to resolve a technical issue that was impacting multiple users across the organisation. What steps did you take, and what was the outcome?

• Targeted Question 2

Describe a situation where you demonstrated strong teamwork in a Service Desk environment. How did you support your colleagues and contribute to a positive team dynamic? Include an example where your actions helped resolve a challenging or high-priority incident.

If you need reasonable adjustments for the recruitment process and workplace, please reach out to the contact person above.

Close date: Wednesday 3 September at 11.59pm AEST

Thank you for your interest, we look forward to receiving your application.

Important information

We particularly welcome applications from Aboriginal and Torres Strait Islander people, people with a disability, people of all ages, genders, cultural and linguistic backgrounds, the LGBTQIA+ community, veterans and refugees.

Visa sponsorship is not available for this position. For ongoing roles, you must be an Australian or New Zealand citizen or an Australian Permanent Resident. Australian Temporary Residents may be considered for a fixed term contract for the length of their visa, depending on the requirements of the hiring area and the position.

A Talent Pool (valid for 18 months) may be created for future ongoing and temporary roles.