Senior Desktop Support Officer - 1.0 FTE

Job Title: Senior Desktop Support Officer - 1.0 FTE

Location: Port Melbourne, VIC (with potential NSW sites: Lindfield West & North Ryde)
Working Arrangements: Onsite (flexible arrangements may be considered)
Hours: Full-time, 40 hours per week (Monday to Friday, 9am-5pm)
Security Clearance: Must be able to obtain Baseline
Contract: Initial term to 30 June 2026, with up to 2 extensions of 6 months each
Estimated Start Date: Wednesday, 28 January 2026

About the Opportunity:
Cleared is partnering with the Department of Industry, Science and Resources to recruit a Senior Desktop Support Officer to join the National Measurement Institute (NMI) ICT Program and Infrastructure Projects team. This is a unique opportunity to work on high-impact ICT projects while providing advanced desktop support to a dynamic, fast-paced government environment.

The CIO Division drives the department's digital agenda, delivering innovative IT solutions and services that support business objectives and digital transformation. The ICT Operations Branch ensures staff have access to secure and reliable technology, underpinning the department's digital capability.

The Role:
As a Senior Desktop Support Officer, you will provide Level 2 ICT support and assist in delivering ICT projects including security upgrades, SOE rollout, and operational device management. This hands-on role involves collaboration across multiple project teams and technical stakeholders, providing an opportunity to contribute to high-profile ICT initiatives.

Key Responsibilities:

• Deliver Level 2 ICT support for desktops, software, video conferencing, and peripherals across multiple NMI sites.

• Support ICT project delivery by gathering information, documenting requirements, and assisting with implementation.

• Collaborate with Level 3 ICT teams and external vendors for hardware repairs, system upgrades, and warranty services.

• Maintain ICT asset records and contribute to knowledge base documentation for continuous improvement.

• Monitor incidents and tasks to meet service level agreements, escalating where necessary.

• Provide support to lab managers and the broader ICT team to ensure smooth operations.

• Promote a positive and collaborative work environment, mentoring colleagues where required.

Our Ideal Candidate:

• Experienced in Level 2 ICT support with strong problem-solving skills across hardware and software.

• Skilled in incident triage, equipment provisioning, and supporting video conferencing systems.

• Excellent communicator with strong interpersonal skills and the ability to build stakeholder relationships.

• Organised and proactive, capable of managing competing priorities in a dynamic environment.

• Experienced in maintaining documentation, knowledge articles, and asset registers.

Selection Criteria:
Applicants must provide a one-page pitch (up to 5,000 characters) addressing the following SFIA Level 4 competencies:

1. Customer Service Support: Monitors service delivery, applies standards, escalates issues, and provides technical briefings.

2. Incident Management: Diagnoses and resolves incidents, escalates unresolved issues, and contributes to process improvements.

3. Performance Management: Provides operational direction, monitors quality, and coaches colleagues.

4. Quality Assurance: Conducts assessments, evaluates compliance, and recommends corrective actions.

5. Stakeholder Relationship Management: Manages issues, implements engagement plans, and develops customer relationships.

Cleared Recruitment is leading the way for Defence recruitment services, bringing together some of Australia's best talent in ICT, Engineering and business and connecting those with specialised and future thinking Defence industry suppliers to ensure Australia is mission-ready at all times.