Senior Team Member - Desktop & Mobility Support

Job Details

EMPLOYMENT TYPE - Ongoing Full time

LOCATION - WA

AFP BAND & SALARY - Band 06 ($107,559.00 - 118,673.00)

JOB REFERENCE NUMBER - 14803

This advertisement is to fill current vacancies and create a merit list 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 days of mandatory rest leave per year 
• 18 days of paid personal leave per year
• Generous superannuation of 15.4%
• 18 weeks paid Parental Leave for Primary Caregiver (and 11 weeks for Secondary Caregiver) + additional unpaid leave entitlements for up until 24 months from the child’s date of birth or placement
• 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?

Applications are sought from suitably qualified applicants wishing to be considered for the role of Senior Team Member - Desktop & Mobility Support.

The Desktop & Mobility Support Team is responsible for the provision of project and operational support. This includes troubleshooting and resolution of hardware and software issues for all AFP end users nationally and internationally. The team provides support to AFP operations and assists with the implementation and support of AFP projects. D&MS staff participate in AFP Projects and may be required to deploy overseas in an ICT capacity.

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. It is expected that the successful applicant will deliver on the core responsibilities and meet any requirements of the position as outlined below.

What will you do?

Duties as part of the Senior Team Member within Desktop & Mobility Support include:

• Addressing customer support requests and following up to ensure timely and satisfactory resolution.
• Procuring, provisioning, configuring and setting up equipment; ensuring proper functionality and connectivity of all devices.
• Participating in equipment moves, adds and changes.
• Working in collaboration with internal ICT teams to ensure the highest level of service delivery to customers. This includes assisting with planning of AFP future desktop environments.
• Monitor performance of desktop infrastructure and implement improvements.
• Maintain currency in information technology processes and technical knowledge through ongoing professional development.
• Provide remote and desk side support to AFP customers.
• Work collaboratively with less experienced team members, acting as a mentor and point of escalation for them.
• Ensure all tickets that are assigned to the team are regularly reviewed, actioned and updated.
• Take a lead role in handling the team’s more complex queries.

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 desktop support based roles.
• Proven experience in engaging and managing stakeholders.
• Confident communicator who is comfortable speaking with people at all levels of the business.
• Ability to prioritise team workload based on service delivery priorities.
• Develop and guide team members in a mentoring and advisory role.
• Prepare and maintain technical documents, system documentation and knowledge articles.
• Proven track record in the delivery of a high level of Customer Service.
• Self-motivated, able to use initiative, be innovative and have a strong commitment to achieve team objectives.

Desirable Requirements

The following skills and/or experience would be highly regarded:

• Windows 10 desktop administration
• Microsoft systems and tools (including but not limited to Windows, Active Directory, SCCM, Office, Exchange and Teams)
• Scripting and automation using PowerShell
• M365 support and administration
• Basic project management – small projects
• Ability to contribute to management reports.
• Ability to liaise with customers to determine their support needs.
• Ability to troubleshoot hardware and software issues.

Additional Information

• This role can be worked from any capital city in Australia. Successful applicants are expected to be based in the relevant office location of the position.
• Domestic or International travel may be required for this role, depending on AFP business needs.

Selection Criteria

Band 6

• Achieve results
• Communicates with influence
• Contributes to strategic thinking
• Cultivates productive working relationships
• Shows personal drive and integrity

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.
• Referees - Please include the contact details of at least two (2) professional references in your CV. 

Only complete applications will be considered. Please review and ensure the uploaded documents are correct for this application after submitting your application. Failure to provide these documents will result in an unsuccessful 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.
• 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 asked to complete additional assessments or activities to determine suitability for the role. This may also include a formal interview and reference checks. 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 your 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 LGBTQIA+ community and people with disability.

Contacts and Closing Information

Contact Officer:  Craig Tolliday,

Contact Officer Phone:  02 5126 1566, ​

Contact Officer Email:  Craig.Tolliday@afp.gov.au

Applications Close: 11:59pm (AEST) 28/07/2025

To view other employment opportunities, please visit our career site.

www.afp.gov.au