ICT Project Officer

LH-07449

3 months

APS5 equivalent

You'll be the frontline of ICT support at the Australian Centre for International Agricultural Research (ACIAR), the agency that brokers and funds agricultural research partnerships between Australian scientists and researchers across the Indo-Pacific. ACIAR staff work both in Canberra and posted overseas, so the systems you keep running reach well beyond the office floor. Sitting within the Business Systems Unit, you'll pick up helpdesk requests and work them through to resolution: hardware, software, network, account and device issues, triaged, resolved and escalated in line with service levels. Alongside the day-to-day queue you'll administer user accounts, systems, devices, software and the ICT asset register, and keep service records accurate enough that recurring problems become visible rather than just repeatedly fixed. The role also gives you a hand in ACIAR's project work. You'll support upgrades, testing, rollouts and implementation activities, write and refresh the procedures, user guides and knowledge articles staff actually rely on, and liaise with vendors and service providers to keep services delivered. Security is part of the everyday: patching, access management, cyber security controls and incident reporting all sit within your remit. It's a Microsoft on-premise and cloud environment, and the people you help range from deeply technical to not technical at all. Clear communication, sound judgement about risk, and a genuine interest in fixing the underlying process rather than just closing the ticket are what make the difference here.

• Provide ICT support for hardware, software, network, account and device issues. • Triage, resolve and escalate service requests and incidents in line with service levels. • Administer user accounts, systems, devices, software and ICT asset records. • Support ICT projects, upgrades, testing, rollouts and implementation activities. • Prepare and update ICT procedures, user guides and knowledge articles. • Liaise with staff, vendors and service providers to support ICT service delivery. • Identify recurring issues and contribute to service and process improvements. • Support cyber security controls, patching, access management and incident reporting.

ACIAR's job details state that a current Baseline clearance is essential, while the RFQ's clearance field reads "must be able to obtain Baseline". Candidates who already hold an active Baseline will be strongest here. This is a helpdesk role that includes maintaining user and building ICT hardware, which is why it is 100% office based.

Onsite. 100% office based in Barton, ACT.

1. ICT support delivery in the APS Demonstrated experience providing responsive ICT support in the Australian Public Service, troubleshooting technical issues, supporting users, maintaining ICT systems and contributing to reliable service delivery in a Microsoft on-prem & cloud environment. 2. Analysis and judgement Demonstrated ability to analyse ICT issues, apply sound judgement, identify risks, develop practical solutions, and make recommendations that improve systems, processes, or user outcomes. 3. Communication Demonstrated ability to communicate clearly with technical and non-technical stakeholders, providing advice and supporting users with ICT issues. 4. Managing competing priorities Demonstrated ability to manage competing priorities, monitor progress, meet deadlines, support ICT projects or operational tasks, and deliver quality outcomes in a busy service environment. 5. Collaboration and professional conduct Demonstrated ability to work collaboratively, support team capability, act with professionalism and integrity, follow ICT security and governance requirements, and contribute positively to APS workplace culture.

• Experience in Active Directory on premise and Azure AD • Demonstrated understanding of ITIL principles

Each candidate must upload a one page pitch addressing all criteria specified. This includes responding to the Job Details, Key Responsibilities, and Essential Criteria. The pitch cannot be more than 5000 characters. Structure each example using the STAR format (Situation, Task, Action, Result), so ACIAR can follow the situation you were in, what you were responsible for, what you personally did, and what changed as a result. Sell your capability rather than listing duties. A duty statement says what your job was; an instance shows what you are able to do. Write to a specific piece of work, name the systems and the scale, and finish on the outcome. Target the five essential criteria directly: ICT support in a Microsoft on-premise and cloud environment within the APS, analysis and judgement, communication with technical and non-technical staff, managing competing priorities, and collaborative conduct under ICT security and governance requirements. Where you can, cover the desirable criteria too: Active Directory on premise and Azure AD, and ITIL.