Project & Desktop Support Officer - ICT Operations (Multiple Locations)
Join a high-performing ICT division driving digital innovation and delivering modern technology services across a large, fast-paced government environment. You'll work within an experienced ICT Operations Branch that provides stable, secure, and high-quality digital services to staff across multiple locations.
This is an excellent opportunity for a motivated ICT Support Specialist to take on a hybrid role supporting both business-as-usual (BAU) operations and major ICT uplift projects. You will work closely with technical teams, stakeholders, and project staff to ensure seamless support, improved service delivery, and successful project outcomes.
About the Role
As a Project & Desktop Support Officer, you will join an ICT Support Team with a primary onsite presence supporting the National Measurement Institute (NMI) ICT Program and Infrastructure Projects. You will:
Provide Level 2 technical support across multiple sites
Assist in the delivery of ICT transformation and security uplift projects
Support rollout activities including SOE upgrades and deployment of new devices
Work with various infrastructure and project teams to resolve issues and ensure high-quality ICT service delivery
Identify knowledge gaps and contribute to the development of ICT documentation and knowledge articles
This role combines hands-on technical support, customer engagement, incident management, and project involvement - ideal for someone who thrives in a dynamic environment and enjoys balancing BAU with project activities.
Key Responsibilities
Support ICT project delivery, including gathering information, coordinating deliverables, and supporting new technology rollouts.
Provide Level 2 desktop, hardware, software and video-conferencing support across multiple NMI sites.
Deliver onsite support and escalate complex issues as required.
Assist in uplifting the security posture and stability of the ICT environment.
Maintain accurate ICT asset and equipment records.
Collaborate with Level 3 teams (Networks, Servers, Infrastructure) and external vendors.
Monitor BAU workload and ensure timely resolution of incidents to meet service levels.
Develop and update knowledge base articles, improving documentation and team capability.
Work closely with enablement teams to drive continuous service improvement.
Partner with lab managers and stakeholders to identify and resolve ICT issues.
About You - Our Ideal Candidate
You bring a strong service mindset, technical capability, and the ability to work effectively across both BAU operations and IT project environments. You also have:
Strong problem-solving capabilities and experience resolving complex technical issues
Demonstrated Level 2 ICT support experience, including incident triage and equipment provisioning
Excellent communication and interpersonal skills, with the ability to engage constructively with stakeholders
Strong organisational and time-management skills, with experience handling competing priorities
Experience developing technical documentation and maintaining knowledge bases
Ability to adapt to evolving project and operational requirements
Experience providing updates, reporting, and insights to support project work
