About the Role
As a smaller ICT team, but with the same remit as many other government departments, the role of Desktop Support Officer - Level 1/2 IT Support, provides an exciting opportunity to any suitably experienced candidate wanting to gain greater breadth of knowledge, exposure to a wider range of functions in a solution focused digital environment to build their own skills and capability. The role of Desktop Support Officer - Level 1/2 IT Support, sits within the ICT Operations Team reporting to the ICT Operations Manager and covers multiple facets of the AIATSIS ICT environment to ensure reliable systems operation, core service support and great customer experience for all our internal and external stakeholders.
Key responsibilities of the role include:

• support the software, applications, and hardware in the Standard Operating Environment (SOE) based primarily on Microsoft Windows 11 and Microsoft 365 used by AIATSIS.
• support, build, image and reimage, and provision ICT assets using our cloud-based endpoint management solution Microsoft Intune.
• SharePoint administration including, but not limited to:
• configuration and customisation of SharePoint Online sites, libraries, lists, and access controls, to meet organisational needs
• implementation of SharePoint Online features such as automations, workflows and file sharing
• Jira administration including, but not limited to:
• configuration, management, and optimisation of Jira projects, workflows, permissions and custom fields to support team processes
• integrating Jira with other tools (e.g., SharePoint Online) to streamline workflows and enable real-time collaboration.
• support a range of commercial and specialised software / hardware used throughout AIATSIS including Wavelab, digital signage solutions (Exterity / VITEC), CommBox and Polycom.
• manage system access and perform system administration tasks applicable to the level of the role using Active Directory, Microsoft Entra and Microsoft 365 Admin centres.
• respond to customer support requests within agreed SLAs, and document feedback from customers to improve Digital Services support delivery.
• provide technical support to remote users by using TeamViewer.
• provide end-user support during core business hours via phone, email, instant messaging, and in person interactions.
• provide a VIP technical support service to AIATSIS executives including the Chief Executive Officer and Deputy Chief Executive Officer.
• work collaboratively with the appropriate teams to resolve escalated issues.
• provide guidance to clients on ICT policies, procedures and technical issues.
• develop and maintain operational procedures and documentation for the ICT systems within AIATSIS.

Our Ideal Candidate
To be successful in the role, you will be a solution focused, dynamic problem solver with well-developed communications skills, including the ability to convey complex issues concisely and the ability to build effective working relationships. You will be someone who can thrive in a fast-paced technical environment under limited direction, and you will be attuned to your own strengths, weaknesses, goals and areas for development.
You will come with the following skills, experience and attributes:

• Certificate IV, Diploma or Degree level tertiary qualifications in ICT related studies
• Computer Science
• System's Design & Analysis
• Artificial Intelligence,
• Cybersecurity & Networking
• Information Technology / Information Systems
• and / or significant (>2 years) demonstrated practical experience working in an ICT related field working across the breadth of ICT operational support functions performing level 1 and level 2 functions.
• strong understanding of and practical experience supporting operating systems, software, and devices whether hosted locally or cloud-based, particularly Microsoft Platforms including Windows Server, Windows 11, Microsoft 365 and Microsoft Exchange, SharePoint, Jira and print servers.
• experience supporting Microsoft Intune and / or other endpoint management solutions.
• experience supporting other common business systems, equipment and ICT enabled functions such as smart devices, video conferencing, mobile phones, network drive mapping, onboarding / offboarding, distribution lists and Bitlocker recovery.
• basic working knowledge of ICT Infrastructure and Networking.
• awareness of current Cybersecurity requirements for the Australian government.
• significant degree of analytical and problem-solving skills as well as the ability to effectively escalate issues when necessary.
• demonstrated experience in a customer facing ICT support role with exceptional communication skills, written and verbal.

Cultural Capability
Roles at AIATSIS require candidates to have an understanding of the issues affecting Aboriginal and Torres Strait Islander peoples and proven culturally appropriate engagement and communications skills. The nature of this role requires the candidate to consistently demonstrate the following specific cultural capabilities:

• understands Aboriginal and Torres Strait Islander business with the agency and the outcomes the agency is responsible for delivering
• engages with Aboriginal and Torres Strait Islander employees in a sensitive and equitable manner.
• takes the perspective of others, seeking to understand Aboriginal and Torres Strait Islander peoples’ points of view and experiences.
• encourages and draws on different cultural experiences and knowledge.

AIATSIS embodies Yindyamarra in everything we do

Contact
If you have any questions about the role, you can contact Michael Burn on 02 6246 1171 or [email protected]