Help Desk Support Officer APS5

Help Desk Support Officer (APS5)

Location: Canberra (On-site – 5 days per week)

Contract: 12 months + 2 x 12 month extensions

Security clearance: Must have an active NV1 Security clearance

Join a leading Government Agency as a Help Desk Support Officer and support critical systems used across Australia and internationally. This is a great opportunity for someone who enjoys problem-solving, delivering excellent customer service, and working in a fast-paced IT environment.

About the Role

You will be part of the IT team, providing frontline support and ensuring systems run smoothly. Your focus will be resolving issues quickly, supporting users, and contributing to ongoing service improvements.

Key Responsibilities

• Provide first-level IT support and resolve incidents at first contact where possible
• Support and troubleshoot passport-related systems
• Deliver high-quality customer service to internal users
• Manage workloads to meet service level agreements (SLAs)
• Communicate clearly with stakeholders at all levels
• Maintain confidentiality and handle sensitive information

Skills & Experience

• Experience in IT support or help desk environments
• Strong problem-solving and analytical skills
• Excellent communication and customer service skills
• Ability to manage multiple tasks and priorities
• High attention to detail and organisation

Nice to Have

• Experience working with service management frameworks (e.g. ITIL)
• Ability to analyse trends and suggest process improvements
• Experience working in large or government organisations

Requirements

• Must have active NV1 Security clearance
• Must be based in Canberra and available to work on-site full-time