ICT Support Officer

About this role

The ICT Operations and Support Section, part of the Technology Operations Branch, delivers ICT support to DVA business and provides a key link to ICT Shared Services delivered by Services Australia. The section coordinates support and resolution for ICT incidents, service requests, equipment requirements and operational projects, ensuring staff can access reliable and fit-for-purpose technology services. The ICT Support Officer works as part of the ICT Equipment and Support function to provide ICT equipment, onsite support and helpdesk support to national and state-based staff. This includes supporting the ICT Support and Equipment mailboxes, helpdesk phone arrangements and equipment request processes. The ICT Support Officer must be a strong communicator with the ability to build positive working relationships with team members, DVA staff and shared service providers. The role requires sound judgement, customer focus, attention to detail and the ability to manage competing priorities in a busy operational environment. Experience in customer service, ICT support or helpdesk operations would be highly regarded. • Provide onsite and remote ICT support to DVA staff for end-user equipment including Surface Pro devices, laptops, telephones, mobile devices, video conferencing equipment, printers and other ICT equipment • Support flexible and hybrid work arrangements by assisting with the provision, configuration and troubleshooting of approved ICT equipment • Manage ICT assets including registration, tracking, asset tagging, allocation, stocktake activities, delivery coordination and return or replacement of faulty equipment • Monitor ICT Equipment Management, ICT Support and Equipment mailboxes and provide clear written or verbal advice to staff on ICT requests and queries • Undertake daily helpdesk phone duties and assist with analysis, diagnosis and resolution of ICT issues, including collaboration tools, connectivity, device access and system access matters • Support protected environment administration and related operational processes, including account setup, access troubleshooting and escalation of more complex issues • Assist with project activities, process improvements, reporting and ad hoc ICT requests as required.