ICT Support Officer

⁠⁠⁠The Digital Transformation Agency is seeking a dynamic, motivated, and experienced professional to conduct the day-to-day Information Communication Technology (ICT) support, including asset and vendor management.

Business Services manage 2 locations – 1 in Canberra and 1 in Sydney. DTA offices include a variety of workspace areas to support staff. The ICT Operations Support Officer is accountable to conduct the day-to-day management of ICT at the DTA and other duties as directed, including undertaking business and technical optimisation tasks and back filling support for others in the team.

This role would suit a qualified professional who is keen to utilise the full range of their skills and enjoys working with a high level of independence. The ICT Support Officer performs Level 1 and 2 managed services activities related to the service, support and operational performance of our client's end-user services (such as account changes and password resets) and desktops (being fixed devices, laptops, and tablets).

This position is responsible for responding to clients' requests for technical assistance, either directly via phone or email, or through service management and/or automated monitoring tools.

The engineer is comfortable with processes that provide industry best practice required to support the client managed services client base.

• Experience in liaising with clients in person or via phone or email.
• Demonstrated experience in managing ICT systems using Microsoft Office 365 and Azure and experience with video conferencing support (mandatory)
• Demonstrated experience in Windows Server 2016 and RDS Environment – desirable
• Experience with PowerShell scripting – desirable
• Experience in Endpoint manager - desirable
• Outstanding communication skills with an ability to effectively communicate technical content to team members, other business areas, stakeholders, clients and service providers
• A high level of organisational skills with the ability to identify and manage multiple high priority items in a fast-paced environment
• Self-motivated with strong skills in time management and resilient to high levels of demand ITIL, and Microsoft certifications are highly regarded.