ICT Field Support Officer

• APS 6 - $95,438 - $108,360 per annum plus superannuation
• Information and Communications Technology Division
• Brisbane, QLD

Do you want to love where you work, who you work with and want to contribute to Australia’s climate change and energy agenda and help protect Australia’s environment and water resources for generations to come?
Our ICT staff are dedicated to delivering an exceptional customer experience for our stakeholders across Australia. They are collaborative, curious, forward thinking, and love to learn and grow. You will bring the core capabilities we need to the role including related customer facing ICT experience and a willingness to learn. You will support the team and the division to adopt a learning mindset, think outside the box to help us continuously improve and proactively manage our risks, and be willing to grow in all that you do. You will have a love for enabling business outcomes and a creative, curious mindset that you can carry into your duties, playing a critical role in our ICT operational maturity journey.

Who we are
The department’s ICT Division has spent the last 18-months achieving significant milestones that have kicked off a transformational journey focused on laying the foundation for a technologically advanced, secure, and independent ICT environment that is adaptable, innovative, and capable of supporting the diverse needs of our internal and external customers. Our people are passionate about collaboratively finding best-fit solutions, that continuously improve our digital service delivery, secure and stabilise our IT environment, and streamline the interactions that support the department’s delivery of government priorities.

The ICT Business and Governance Branch, is responsible for key enabling functions that underpin our ICT strategic planning, investment, purchases, governance, communications and operational workforce, working broadly across the division and the department. Our ICT Business Solution and Security Branch is responsible for the delivery of the ICT business solutions lifecycle from design to sustainment, as well as the department’s cyber security, adopting a security by design approach to solutions and artificial intelligence capability. The ICT Operational Services and Infrastructure Branch is responsible for the delivery and support of ICT services across the department, portfolio agencies and to Ministers. Responsibilities include network security and support, the delivery, deployment and support of remote and field ICT and critical incident response. The Field Support Officer roles are critical, customer facing roles within this Branch.

The Job

• Provide and handle ICT inquiries varying in complexity for our customers via phone, onsite and our IT service management platform, always providing exceptional customer service.
• Directly manage and deliver ICT support services to a high professional standard, to local Senior officials, and their offices.
• Interpret customer information, relevant knowledge base articles and team processes to identify and apply appropriate troubleshooting and remediation techniques to incidents.
• Coordinate and undertake request management processes in an ITIL-based environment, including ensuring the generation, maintenance and integrity of appropriate records and documentation.
• Manage escalated cases or complex support requests, ensuring they are resolved efficiently and appropriately.
• Ensure customers are kept up to date on the status of requests, and ensure all activities are recorded in the service platform.
• Assist with the local setup, configuration and maintenance of IT equipment in local offices and undertake inventory audits as required.
• Install, upgrade and maintain local IT hardware, including computers, laptops, printers, scanners and other peripheral devices.
• Undertake regular equipment checks to ensure optimal functionality and compliance with relevant standards, and coordinate repairs or replacements of faulty hardware in accordance with processes.
• Assist in the set up and maintenance of local network infrastructure and troubleshoot network connectivity issues including LAN, Wi-FI and VPN connections.
• Assist in the proactive identification and reporting of performance and service issues and contribute to the continuous improvement of support operations, processes and practices.
• Support the deployment of new hardware, software and system upgrades and implement security measures such as software updates, patches and antivirus installations.
• Ensure that all customer data is handled in compliance with privacy regulations and departmental confidentiality policies.

• Contribute to a safe and healthy work environment by taking personal accountability and identifying and reporting incidents, hazards and injuries in accordance with the department’s policy and procedures.

  What you’ll gain from the experience
  As ‘ICT on the ground’ in the Brisbane office you will fo