Technical Support Officer

Technical Support Officer

Clerk Grade: 5/6

Salary Range: $99,938 - $110,271 + superannuation

Employment Type: Full-time, Ongoing

Location: Darlinghurst, Sydney - hybrid working 3 days in the office per week

About the Role

The NSW Personal Injury Commission (Commission)
is looking for a Technical support Officer to join our team on an permanent
basis. 

About Us

The Commission resolves disputes between people injured in motor accidents and
workplaces in NSW, insurers and employers.

The Commission is an independent statutory tribunal
within the New South Wales justice system, committed to providing a transparent
and independent dispute resolution service.

Resolving disputes justly and efficiently in the
shortest time frame is a priority for the Commission. We work with all parties
(injured persons, insurers, and employers, where relevant) to discuss ways of
achieving this.

The Commission exercises functions in two divisions
– the Motor Accidents Division and the Workers Compensation Division. You can
read more about the PIC here.

As noted above, although the Commission is an independent Tribunal, the staff
who work in the Tribunal are employed by Department of Customer Service. Understand more about DCS – here.

Primary purpose of the
role

Provides broad-ranging Tier 1 support to users, using a
range of tools to troubleshoot and resolve issues of moderate complexity across
the organisations' ICT environment, complying with service management policies
and procedures. Also resolving User functional needs in navigating the Dispute
resolution system thus having strong functional knowledge.

Key accountabilities

• Use appropriate tools and methods to address user support
  queries and return user's ICT systems and networks to optimum efficiency in a
  timely manner. Experience understanding the complex User base for the Personal
  Injury Commission and their complex issues highly desired.
  
• Ability to work with Vendors to ensure system availability
  issues resolved quickly.
• Manage set-up activities for Users to ensure timely
  onboarding and offboarding
• Apply appropriate tools and methods as defined in the ITIL
  framework to address user queries for system issues and networks to ensure
  optimum efficiency
• Create and maintain support documentation to assist others
  in restoring services and reduce the impact of unplanned outages
• Keep up to date with new technologies and systems to
  assist users to resolve technical issues within service level agreements
• Identify opportunities for service improvements in
  application support activities to drive efforts towards continuous service
  improvement across the Organisation

To
be successful in this role

• You will be an experienced Technical Support Officer with experience working with a diverse range of Users. You love working with people and have a passion for connecting technology to real business outcomes.
• An understanding of the key ITIL Framework needed to support the efficient processing of Incidents and Problems within the Platform Support function – preferred experience with JIRA Service Management.
• A strong preference is have existing experience working within the Personal Injury Commission in a Platform User Support role.
• Previous experience with the Dispute Case Management systems operated by the Personal Injury Commission is desirable.
• You will be a strong communicator and have the ability to foster effective working relationships with Users at all levels.
• You are self-motivated and committed to delivering quality outcomes.
  

How to Apply you are required to submit a cover
letter and a current resume which clearly details your skills and experience as
relevant to this role

Please be advised that additional assessments will be conducted as part of the recruitment process.

Salary Grade 5/6, with the base salary for this role starting
at $99,938 base plus superannuation

Click Here to access the Role Description.

For enquiries relating to recruitment please
contact Meg Rapley via

Visit the
Capability Application Tool to prepare for the recruitment process by accessing
practice application and interview questions based on the focus capabilities
listed in the role description.

Closing Date: Monday 15 September 2025 at 9:59am

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives
you the opportunity to help improve government services and be part of reform that
benefits people across NSW.  We are
focused on delivering excellent customer service, digital transformation, and
regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive
workplace   

The
strength of our workforce lies in its diversity and embracing difference, while
the key to our success is leveraging the contributions of employees with
different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you have any support or access needs that may
require adjustments to allow you to fully participate in this selection process
(including an alternate format of the application form) please contact or

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process