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Flexible work arrangements may be negotiated with the successful candidate.
Learn how a merit list or pool may be used Applicants suitable for the role but not offered the position for the current vacancy may be placed in a merit list or pool. If the applicant agrees, the results may be shared with other Australian Public Service (APS) agencies for filling similar roles. Applicants may be offered a future role, without the need to reapply. A merit list or pool may be used for up to 18 months.
This merit list or pool may be used to fill other vacancies anywhere in Australia.
Desktop Support Officer - Level 1 / 2 IT Support (Affirmative Measures) Canberra ACT
About the Group The Strategic Operations Group is an enabling services function providing strategic support to the Institute. The group comprises 5 areas covering Office of the Deputy CEO, People Services, Finance, Digital Services and the Central Australia facility (Mparntwe).
About the Program Area Digital Services sits within the Strategic Operations Group. Digital Services has four core teams (Development Services, ICT Operations, ICT Security & Infrastructure, and Information & Data Governance) that work together under the direction of the Chief Information Officer to provide a secure, flexible, and modern ICT capability allowing AIATSIS to take full advantage of digital capabilities whilst providing a stable and mature platform to deliver its day-to-day operations. The section also leads digital transformation initiatives from start to finish for AIATSIS ensuring that the agency excels in providing cutting-edge services to our customers, such as the modernising and transformation of our existing educational platform to constructing secure, transformative digital experiences and galleries.
Role Summary As a smaller ICT team, but with the same remit as many other government departments, the role of Desktop Support Officer - Level 1/2 IT Support provides an exciting opportunity to any suitably experienced candidate wanting to gain greater breadth of knowledge, exposure to a wider range of functions in a solution focused digital environment to build their own skills and capability. The role sits within the ICT Operations Team reporting to the ICT Operations Manager and covers multiple facets of the AIATSIS ICT environment to ensure reliable systems operation, core service support and great customer experience for all our internal and external stakeholders.
The key duties of the position include:
* Support the software, applications, and hardware in the Standard Operating Environment (SOE) based primarily on Microsoft Windows 11 and Microsoft 365 used by AIATSIS.
* Support, build, image and reimage, and provision ICT assets using our cloud-based endpoint management solution Microsoft Intune.
* SharePoint administration including, but not limited to:
o Configuration and customisation of SharePoint Online sites, libraries, lists, and access controls, to meet organisational needs.
o Implementation of SharePoint Online features such as automations, workflows and file sharing.
* Jira administration including, but not limited to:
o Configuration, management, and optimisation of Jira projects, workflows, permissions and custom fields to support team processes.
o Integrating Jira with other tools (e.g., SharePoint Online) to streamline workflows and enable real-time collaboration.
* Support a range of commercial and specialised software / hardware used throughout AIATSIS including Wavelab, digital signage solutions (Exterity / VITEC), CommBox and Polycom.
* Manage system access and perform system administration tasks applicable to the level of the role using Active Directory, Microsoft Entra and Microsoft 365 Admin centres.
* Respond to customer support requests within agreed SLAs, and document feedback from customers to improve Digital Services support delivery.
* Provide technical support to remote users by using TeamViewer.
* Provide end-user support during core business hours via phone, email, instant messaging, and in person interactions.
* Provide a VIP technical support service to AIATSIS executives including the Chief Executive Officer and Deputy Chief Executive Officer.
* Work collaboratively with the appropriate teams to resolve escalated issues.
* Provide guidance to clients on ICT policies, procedures and technical issues.
* Develop and maintain operational procedures and documentation for the ICT systems within AIATSIS.
Cultural capability - essential Roles at AIATSIS require candidates to have an understanding of the issues affecting Aboriginal and Torres Strait Islander peoples and proven culturally appropriate engagement and communications skills. The nature of this role requires the candidate to consistently demonstrate the following specific cultural capabilities:
* Understands Aboriginal and Torres Strait Islander business with the agency and the outcomes the agency is responsible for delivering.
* Engages with Aboriginal and Torres Strait Islander employees in a sensitive and equitable manner.
* Takes the perspective of others, seeking to understand Aboriginal and Torres Strait Islander peoples' points of view and experiences.
* Encourages and draws on different cultural experiences and knowledge.
AIATSIS embodies Yindyamarra in everything we do.
Skills, knowledge and personal attributes To be successful in the role, you will be a solution focused, dynamic problem solver with well-developed communications skills, including the ability to convey complex issues concisely and the ability to build effective working relationships. You will be someone who can thrive in a fast-paced technical environment under limited direction, and you will be attuned to your own strengths, weaknesses, goals and areas for development.
You will come with the following skills, experience and attributes:
* Certificate IV, Diploma or Degree level tertiary qualifications in ICT related studies including Computer Science, System's Design & Analysis, Artificial Intelligence, Cybersecurity & Networking, Information Technology / Information Systems, and/or significant (>2 years) demonstrated practical experience working in an ICT related field across the breadth of ICT operational support functions performing level 1 and level 2 functions.
* Strong understanding of and practical experience supporting operating systems, software, and devices whether hosted locally or cloud-based, particularly Microsoft Platforms including Windows Server, Windows 11, Microsoft 365 and Microsoft Exchange, SharePoint, Jira and print servers.
* Experience supporting Microsoft Intune and/or other endpoint management solutions.
* Experience supporting other common business systems, equipment and ICT enabled functions such as smart devices, video conferencing, mobile phones, network drive mapping, onboarding/offboarding, distribution lists and Bitlocker recovery.
* Basic working knowledge of ICT Infrastructure and Networking.
* Aware of current Cybersecurity requirements for the Australian government.
* Significant degree of analytical and problem-solving skills as well as the ability to effectively escalate issues when necessary.
* Demonstrated experience in a customer facing ICT support role with exceptional communication skills, written and verbal.
Notes Successful candidate will be required to undergo:
* Police check
* 6 month probation
* Medical clearance
Affirmative Measures positions Jobs in the APS are open to all Australian citizens. There are some jobs, though, that are open only to specific members of the Australian population. This practice is known as an Affirmative measure and is a targeted strategy to ensure the diversity of the APS workforce reflects the diversity of the Australian population.
Any job can be restricted to Aboriginal and/or Torres Strait Islander people only, and it doesn't necessarily have to involve working on Indigenous issues. If a position has been advertised as an Affirmative measure, it will be clearly marked as such.
The use of the Indigenous Affirmative Measures provision at AIATSIS allows for targeted recruitment of Indigenous Australians into the organisation. If you are applying for an Affirmative Measures position, you will need to indicate your Aboriginal and/or Torres Strait Islander heritage on our application form and provide confirmation if required.
What is Cultural Capability? As all positions at AIATSIS are 'Identified' each position will have various elements of involvement with the delivery of Indigenous specific services, programs, and policies as part of AIATSIS core functions. AIATSIS therefore needs to also identify the cultural knowledge; skills and personal attributes needed to deliver the required outcomes.
Every part of how we work, who we work with and for, requires varying levels of knowledge of Aboriginal and Torres Strait Islander cultures, protocols and an understanding of issues that enable effective communication and ultimately effective performance in the role. To assist you in determining the required cultural capabilities of this role, you can refer to the Aboriginal and Torres Strait Islander Cultural Capability - A Framework for Commonwealth Agencies.
Getting to know the Australian Institute of Aboriginal and Torres Strait Islander Studies We are Australia's only national institution focused exclusively on the diverse history, cultures. click apply for full job details