Senior Desktop Support Officer

Senior Desktop Support Officer (APS6 Equivalent)

Department: Department of Industry, Science and Resources
Location: Port Melbourne, VIC (Primary) | Sydney, NSW (Potential future requirement)
Working Arrangement: Onsite
Estimated Start Date: 28 January 2026
Initial Contract Term: To 30 June 2026
Extensions: 2 x 6-month extensions
Hours: Up to 40 hours per week (Monday-Friday, 9am-5pm, flexibility required)
Security Clearance: Must be able to obtain Baseline

About the Department

The Chief Information Officer (CIO) Division drives the digital agenda for the Department of Industry, Science and Resources, delivering secure, reliable, and innovative ICT services that enable business outcomes. The ICT Operations Branch provides high-quality ICT support and infrastructure services to ensure staff have access to stable and secure technology.

This role supports the National Measurement Institute (NMI) and works closely with ICT Operations, Digital Services for Business, and Infrastructure Project teams.

About the Role

We are seeking an experienced Senior Desktop Support Officer to provide advanced Level 2 ICT support and contribute to the delivery of ICT projects within the NMI environment. This role combines hands-on onsite desktop support with project-focused work, including security uplift initiatives, SOE rollouts, and operational device deployments.

The successful candidate will work collaboratively across ICT teams, provide escalation support, and contribute to continuous improvement of ICT service delivery.

Key Responsibilities

• Provide advanced Level 2 ICT support for desktop hardware, software, peripherals, and video conferencing systems.

• Deliver onsite, face-to-face support across multiple NMI locations.

• Support ICT project delivery, including security uplift initiatives, SOE refreshes, and device rollouts.

• Assist with information gathering and requirements for ICT project deliverables.

• Monitor and manage incidents and BAU tasks to meet agreed SLAs.

• Collaborate with Level 3 ICT teams (Networks, Servers, Infrastructure) and external vendors.

• Provision, deploy, and manage ICT equipment, maintaining accurate asset register records.

• Identify knowledge gaps and develop ICT knowledge base articles and documentation.

• Work closely with NMI lab managers and stakeholders to identify and resolve ICT issues.

• Contribute to a positive, collaborative, and customer-focused team environment.

Skills & Experience

The ideal candidate will demonstrate:

• Strong problem-solving skills with the ability to resolve complex or escalated ICT issues.

• Proven experience delivering Level 2 ICT support in a service delivery environment.

• Experience supporting video conferencing systems and end-user collaboration tools.

• Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders.

• Strong organisational skills, with experience managing competing priorities.

• Experience contributing to ICT projects and providing clear status updates.

• Demonstrated commitment to continuous improvement and ICT knowledge management.

SFIA Essential Criteria (Level 4)

Candidates must demonstrate experience across the following SFIA capabilities:

• Customer Service Support

• Incident Management

• Performance Management

• Quality Assurance

• Stakeholder Relationship Management

At Cleared Recruitment, we provide tailored recruitment solutions to individuals with a background in ICT, Engineering, Cyber and Project Services, who are seeking their next opportunity within Defence Industry, Federal Government, Intelligence and National Security.

We are committed to fostering a diverse and inclusive workplace where all employees and job applicants are treated with respect and dignity. Therefore, we strongly encourage veterans and individuals with Defence experience to apply. The same applies to candidates who are of an indigenous origin.