ICT Support Officer (Service Desk/Tech Lounge)
Canberra, ACT, AU
Job Details
EMPLOYMENT TYPE - Ongoing Full time; Temporary Full time
LOCATION - ACT; WA
AFP BAND & SALARY - Band 04 ($84,458.00 - $99,285.00)
JOB REFERENCE NUMBER - 13844
This advertisement is to create a merit pool for future ongoing or non-ongoing vacancies arising over the next 12 months.
Did you know?
The mission of the Australian Federal Police is to provide dynamic and effective law enforcement to the people of Australia. It provides policing throughout Australia in relation to the prevention and detection of crimes against the Commonwealth, its laws and integrity, and community police services to the Community of the ACT.
Working for the AFP provides you with a diverse and rewarding career. Whether you immerse yourself in a position on the frontline, or provide critical operational or professional support, the work you do makes a big impact on the people of Australia.
We recognise your contribution to our workforce and offer generous remuneration and conditions including:
- Six weeks (30 days) of paid annual leave per year + additional paid Christmas stand down
- 4 extra mandatory leave rest days per year
- 18 days of paid personal leave per year
- Generous superannuation of 15.4%
- 16 weeks of paid maternity leave (after 12 months of service) + an additional 36 weeks of maternity leave without pay
- Generous salaries and incremental salary progression governed by the AFP Enterprise Agreement
- Flexible and hybrid working arrangement that provides work/life balance
- Health & wellbeing services – with a focus on early intervention, education and prevention
- Access to ongoing training and professional development opportunities
What is the role?
The AFP is looking for highly motivated, skilled, enthusiastic and customer focused individuals to meet current and anticipated ongoing vacancies within the ICT Support team, which encompasses:
- Service Desk
- Tech Lounge
- Executive Support (VIP)
- Sensitive Network Support
- After Hours (On Call) IT support
ICT Support is the primary point of engagement for all enquiries, management of incidents and service requests from users of AFP ICT customer both nationally and internationally. The ICT Support team plays a pivotal role in facilitating the link between business and the AFP ICT organisation. The team supports AFP and external network users, corporate devices, software, Executive Support and Tech Lounges (providing dedicated, customer-centric on-site support for users with a drop-in facility). The team also handles communications for things such as outages and planned changes to IT services. Additionally, ICT Support staff assist with the implementation and support of AFP projects nationally.
This ICT Support role requires the successful applicant to provide high quality communication, ICT administration and technical support to our customers.
We're interested in hearing from people who have the ability to ask the right questions and find the right solutions, to act with integrity and place the customer at the centre of everything you do.
You will also be required to contribute to the achievement of outcomes in accordance with the regulatory framework, the AFP Code of Conduct and the AFP Governance Instruments.
What will you do?
Duties may include, but are not limited to:
- Provide first level IT support services via phone, email, virtual agent and online ticketing system
- Provide in person ‘Tech Lounge’ and Executive (VIP) support
- Provide after hours (On Call) IT support
- Utilise and contribute to IT knowledge base
Essential Requirements
- You must be an Australian Citizen at the time of application
- A Negative Vetting 1 (Secret) security clearance or the ability to obtain one
- Minimum of 2 years’ experience in a like or related field
- Ability to communicate clearly and concisely at all levels; either face to face, telephone, video, or in writing
- Problem solving skills to be able to investigate and resolve client ICT issues (software and hardware)
- Experience in working effectively within a team environment and collaborating with others
Desirable Requirements
The following skills and/or experience would be highly regarded:
- Windows 10 desktop administration
- Microsoft systems and tools (including Windows, Active Directory, SCCM, M365 including MS Office, Exchange and Teams)
- Experience in the use of call ticketing systems (e.g. ServiceNow)
- Scripting and automation
Additional Information
- This position is located in Canberra, ACT or Perth, WA and successful applicants are expected to be based in these locations.
Selection Criteria
- Organising your work, making sound decisions and achieving outcomes
- Communicating and working effectively with other people
- Applying technical knowledge, expertise and skills
Application
Please submit the following documents via our Jobs portal prior to the closing date and time:
- Resume/CV - This will form the basis for determining your suitability against the position requirements and give the panel a clear outline of your current knowledge and qualifications along with previous experiences. Please include your work history, responsibilities and achievements.
- Applicant pitch (maximum two pages). Ensure your pitch tells us why you are the best fit for the role, with examples that demonstrate your capabilities addressing the selection criteria, role requirements and work level standards for the role.
Only complete applications will be considered. Please review and ensure the uploaded documents are correct for this application after submitting your application.
Employment Suitability
Should you successfully progress from the application stage all applicants must:
- Complete an Employment Suitability Questionnaire (ESQ) and provide a traffic history check and proof of Australian citizenship. This aids in the assessment of your character and your ability to comply with the AFP's professional standards both in an official and private capacity. Please review our AFP Character Standards to ensure that you meet our requirements before you submit your application. Applicants will not receive feedback if they are unsuccessful at this gateway.
- Have your fingerprints taken if an offer of employment is made.
- Undertake mandatory drug testing for illicit drugs. This sample could include; urine, saliva or hair.
- Proof of a minimum of two COVID-19 vaccinations (or one dose if the Janssen vaccine was used) will be required if an offer of employment is made.
- Satisfactorily undertake a security clearance to the level specified for the position.
Recruitment Process
Applicants who have demonstrated their suitability for employment through their resume and application, may be invited to submit a video response and participate in a formal interview. Using the relevant AFP work level standards as a guide, you may be asked a range of questions to demonstrate your skills and abilities. These could include behavioural based scenario questions. Read our guides for applicants to find out how to prepare for you interview.
Commitment to Diversity & Inclusion
At the AFP we value the different perspectives, approaches and lived experiences of our people, and recognise that our collective intelligence and diversity is what makes us stronger. As such, we encourage applications from people from all walks of life, including people from culturally and linguistically diverse backgrounds, First Nations people, women, the LGBTQI community and people with a disability.
Contacts and Closing Information
Contact Officer - Igor Risteski,
Contact Officer Phone: n/a,
Contact Officer Email: Igor.Risteski@afp.gov.au
Applications Close: 11:59pm (AEDT) 31/01/2025
To view other employment opportunities, please visit our career site.