Do you want to help drive a digital government? Do you want to work towards something bigger and make a lasting impact? Embark on a journey of continuous learning and advancement with opportunities at all levels. We need your skills and influence to inspire and enable government to put people and businesses at the forefront of digital transformation. Why work with us Purpose and meaning - We're big enough to have a whole-of-government impact, but small enough to bring our staff together regularly to collaborate and grow. Balance and flexibility - Access flexible working arrangements to balance how, when and where you work, including remote. Inclusion and belonging - Join a team that values all experiences, skills and perspectives. Our biggest strength is our people. We don't just celebrate diversity, it is essential to our success. Growth and opportunity - Take advantage of professional opportunities and training. Learn new skills and meet your career goals with a wide range of programs, courses and resources. The key duties of the position include This position sits within the Business Services Team and is part of the Corporate Branch. The Senior ICT Operations Support Officer (APS6) is responsible for delivering high-quality, day-to-day ICT operational support within the Digital Transformation Agency. This includes managing and resolving service desk requests, providing responsive desktop support, and ensuring the effective operation of ICT systems and services. The role oversees ICT asset and vendor management, user access administration, and software licensing, including audits and compliance reviews. Please note : This role requires in person availability between 08:30 am - 17:30 pm Monday - Friday in the Canberra Office. This time will be based on a monthly rotating roster shared within a small but dynamic team to ensure we maintain our operational requirements and allow for flexible working arrangements. Key Duties Deliver high-quality customer service and technical support to DTA staff, ensuring effective use of corporate ICT services and timely resolution of complex issues. Manage and resolve service desk tickets, support asset lifecycle processes, and contribute to the smooth operation of internal ICT services within a small, collaborative team. Provide subject matter expertise in Microsoft cloud technologies, particularly Microsoft 365, to support solution design, implementation, and continuous improvement initiatives. Perform advanced troubleshooting, maintenance, and support across a broad range of platforms and services, with a focus on the Microsoft 365 ecosystem. Lead the delivery, administration and optimisation of unified communications and collaboration tools, including Microsoft Teams, SharePoint Online, and related Office 365 services. Collaborate with external vendors to support the agency's Laptops and SOE managed services delivery model, ensuring service quality, responsiveness, and alignment with business needs. Drive continuous improvement across ICT environments and toolsets by identifying and implementing enhancements that improve performance, usability, and security. Provide escalation support for complex technical issues, ensuring timely resolution and minimal disruption to business operations. Mentor and coach junior ICT operations staff, fostering a culture of knowledge sharing, professional development, and continuous learning. Conduct regular audits and reviews of user access, licensing, and third-party applications to ensure compliance, efficiency, and cost-effectiveness. Assist with ICT procurement activities, including license renewals, reconciliations, and vendor engagement, in line with agency policies and procurement frameworks.
