Job description

Deliver high-level ICT support and VIP service in a fast-paced federal government environment. Your new company This opportunity is within a respected federal government health research environment committed to improving health outcomes across Australia. You'll be part of a highly professional ICT team that delivers critical technology support services, with a strong focus on service quality and executive user experience. Your new role
As an ICT Operations Officer (APS6 equivalent), you will provide advanced Level 2 ICT support with a strong emphasis on executive (VIP) users. Acting as the key escalation point, you will take ownership of complex and high-impact incidents, ensuring timely and high-quality resolution. This is a hands-on, user-facing role where you will support desktop environments, Microsoft 365, Azure-based services, video conferencing systems, and printing technologies. You will also play a key role in mentoring junior staff, improving service delivery processes, and contributing to continuous improvement initiatives. What you'll need to succeed

3-5 years' experience in IT support (Service Desk/Desktop Support) Strong background in Level 2 incident and request resolution Experience supporting executive/VIP users in high-pressure environments Strong technical skills across Windows 10/11, Microsoft 365, Teams, and Azure AD Experience with video conferencing (Teams Rooms/AV) and printing environments Familiarity with ITSM tools such as ServiceNow Strong troubleshooting, communication, and stakeholder management skills NV1 Security Clearance (mandatory) and Australian Citizenship Ability to work on-site and deliver high-touch support

What you'll get in return

APS6-equivalent opportunity in a high-profile federal government environment Immediate start with a dynamic and supportive ICT team Exposure to modern cloud technologies and enterprise systems High-impact role supporting executive stakeholders Stable full-time hours (37.5 per week) Opportunity to contribute to service improvement and mentoring

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call me now on 02 6112 7695 or email Aanchal.Dwivedi@hays.com.au. If this job isn't quite right for you, but you are looking for a new position, please contact me for a confidential discussion about your career. Please click here to apply.