ICT Support Officer – Helpdesk & Desktop Support | Canberra | Baseline

ICT Project Officer

Australian citizenship required. Must have an active Baseline (or higher) security clearance.

Location: Barton, ACT (Onsite).

What to Submit

1. A tailored resume in docx format
2. A one page (5000 character) summary response to the selection criteria below.

RFQ Details

• RFQ ID: LH-07449
• Agency: Australian Centre for International Agriculture Research
• Closing Date: Monday, 31 August 2026 at 11:59pm, Canberra time
• Estimated Start Date: Monday, 7 September 2026
• Initial Contract Duration: 3 months
• Extension Term: 3 months
• Number of Extensions: 1
• Experience Level: APS5 equivalent
• Security Clearance: Current minimum Baseline clearance
• Location of Work: Barton, ACT
• Working Arrangements: Onsite, 100% office-based
• Maximum Hours: 37.5 hours per week

Job Details

The ICT Support Officer provides frontline ICT support services to ACIAR staff in Australia and overseas. The role is responsible for responding to helpdesk requests, resolving routine ICT issues, maintaining accurate service records, and supporting the deployment and management of ICT equipment.

Working as part of the Business Systems Unit (BSU), the position contributes to the delivery of reliable and customer-focused ICT services while supporting broader ICT projects and operational activities. The role requires strong communication skills, sound problem-solving abilities, and a commitment to delivering high-quality customer service.

Key Duties and Responsibilities

• 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.
• As this is a Helpdesk role, and will require maintenance of user and building ICT hardware, this role is 100% office-based.

Technical Skills

• Microsoft on-premises and cloud environments
• Hardware, software, network, account and device support
• Active Directory on premise and Azure AD
• ICT asset and service record management
• Cyber security controls, patching and access management
• ITIL principles

Selection Criteria

Essential Criteria

1. 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. 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. Demonstrated ability to communicate clearly with technical and non-technical stakeholders, providing advice and supporting users with ICT issues.
4. 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. 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.

Desirable Criteria

1. Experience in Active Directory on premise and Azure AD
2. Demonstrated understanding of ITIL principles

Why choose Pinaka

We know the government ICT market and we keep things straightforward. We take time to understand your background, your goals and the type of role that suits you. We believe transparency is about more than rates and our margins are fair and always disclosed.

What you can expect from us...

1. Fair, disclosed margins
2. Clear communication at every stage
3. Honest advice on fit and competitiveness
4. Visibility on submissions and process status
5. A professional and respectful experience

How you are paid...

You choose what's best for you.

1. PAYG through Pinaka
2. Third-party payroll
3. Self-employed (own ABN)
   With a single, transparent and fixed margin, we ensure compliance to all state and payroll laws. So that is one less thing for you to worry about.

BYO CONTRACT

Already in a role but not happy with the setup?
Port in your contract to Pinaka for a simpler and more transparent experience. We also have some exciting limited time offers on top of the incredible margins we offer.

BETTER TOGETHER ™

Our referral program for people who introduce strong candidates to us.
Refer a friend - Earn $1/hr per successful referral as long as you both with us. Refer as many friends as you want; no caps.