IT Support Engineer

ICT Support Officer

Location: Melbourne
Contract: Until 30 June 2027, with 2 x potential extensions
Clearance: Baseline clearance required

About the Role

We are seeking an ICT Support Officer to join a government organisation in Melbourne.

You will be the first point of contact for end users, including executive users, providing high-quality Level 1 technical support across a range of ICT issues and requests.

Working within ITIL processes, you will troubleshoot and resolve incidents, manage service requests and ensure users receive a professional and responsive support experience.

Key Responsibilities

• Provide Level 1 ICT support via phone, email, chat, walk-ups and the Service Desk system.
• Provide technical support to executive and senior users.
• Monitor and manage Service Desk queues and maintain accurate ticket records.
• Troubleshoot Microsoft 365, Adobe, internet, connectivity and corporate application issues.
• Manage ICT assets, including tagging, warranty repairs, disposals and asset register updates.
• Coordinate with Level 2 and senior technical teams to resolve more complex incidents.
• Create and maintain knowledge base articles, SOPs, how-to guides and user documentation.
• Provide audio/visual and technical support for internal and external meetings.
• Deliver a professional, customer-focused end-user experience.

Essential Skills & Experience

• Minimum 1 year of recent experience in an IT Service Desk, IT Customer Support or similar role.
• Minimum 1 year of experience using ServiceNow to log and manage incidents and requests.
• Good working knowledge of Microsoft Word, Excel, PowerPoint, OneDrive, Teams and SharePoint.
• Experience supporting multi-function devices (MFDs).
• Demonstrated ability to troubleshoot Level 1 Microsoft 365, Adobe, internet, connectivity and corporate application issues.
• Current Federal Police Check.
• Australian Citizenship and current Baseline security clearance.

Desirable

• IT degree or formal IT qualification.
• ITIL 4 certification.
• ServiceNow configuration or reporting experience.

The Successful Candidate

You will be a customer-focused and proactive ICT professional with strong communication and organisational skills. You will be comfortable managing competing priorities, working independently and collaborating with technical teams to deliver excellent user support.

All applications should include your resume as a word document.

For more information, visit our website, www.kinexus.com.au or contact James Griffiths on [03 9982 0314](tel:03 9982 0314).

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