Are you looking for a role with an IT career pathway? This could be the role you are looking for!

The Administrative Review Tribunal (ART) is currently seeking applications for a Senior Level 1 and 2 Support Officer, to join the Enterprise Technology Group in the Enterprise Service Desk team.

This full-time ongoing position will be located in the Melbourne CBD and will provide support across all our state locations. Please be advised that the position is required to be on site, full-time.

Remuneration: The annual salary range for the position is APS5 - $85,755 - $91,809 p.a., plus a generous employer superannuation contribution of 15.4%.

About the ART:

The Administrative Review Tribunal plays a crucial role in the Australian legal landscape, providing a process for individuals and organisations to seek an independent review of decisions made under a wide range of Commonwealth laws.

You can learn more about the Tribunal on the ART website.

What we offer:

• flexi-time to support you with your commitments outside of work.
• competitive salary including generous superannuation employer contribution of 15.4%
• salary packaging options
• gym membership payment plan
• supportive career development opportunities
• holistic health and wellbeing support including free annual influenza vaccinations and free eye tests
• generous leave allowances including Christmas to New Year office closure with no deduction from your leave balance
• Employee Assistance Program for you and your family
• positive and inclusive culture.

Read our Enterprise Agreement for more information about our terms and conditions of employment.

About the opportunity:

Reporting to the Team Leader, Service Desk, the Senior Level 1 and 2 IT Support Officer will manage the Service Desk and ensure ITIL processes are followed, especially with regard to incident management and the communication of solutions and technical knowledge.

The role is responsible for:

• Service delivery: Provide high quality, responsive and timely 1st and 2nd level IT support to members and staff of the ART.
• Delivery and stakeholder management: Foster effective and productive working relationships with internal and external ART stakeholders. Liaise with external service providers in relation to support arrangements, procurement, invoicing, and project tasks as required.
• Advice and education: Provide team members and clients at all levels with specialist technical advice, ensuring advice is clear, targeted, and educative. Assist with developing and delivering training and producing self-help and user guides.
• Management support: Support the Team Leader in ensuring technology support follows ITIL principles and is managed efficiently, balancing resources, time, and cost. Provide advice and support to the Team Leader in automating Service Desk tasks and solutions. Ensure all procedures are fit for purpose, drafting revised procedures for Team Leader consideration where deficiencies are identified

We offer a clear career pathway for the right candidate from the service desk, into other IT teams such as Cyber Security, Network and Systems Administration/Engineering, Application Development and Support as well as Project Management.

To be successful in this role you will have:

• Demonstrated experience acting as a routine contact point for customers, handling a wide range of inquiries and service requests, performing the initial investigation, and resolving the issues where possible or escalating as needed.
• Extensive experience in monitoring and managing incident queues to ensure incidents are handled according to procedures and service levels.
• Proven capability in installing or removing hardware and/or software, using supplied installation instructions and tools.
• Proven capability in following agreed procedures to identify and resolve issues with applications.
• Extensive experience in investigating and resolving problems in systems, processes, and services. Proven capability in determining problem fixes and remedies.

Essential:

• Baseline Security Clearance - ability to obtain and maintain.

Desirable:

• Academic qualification (degree, postgraduate) in technology and/or aligned qualifications.
• Vocational certification in modern technologies (e.g., Agile, network, cloud, platforms)

More information about this position, the scope of the role, duties and required capabilities and experience, is contained within the Position Description, which is linked below and available on our Career Opportunities page.

How to apply:

To be considered, all applications must be submitted online via the Career Opportunities page. (update link to job advert once live) Please click on the job title you are applying for. Please do not apply via SEEK Apply portal.

Please click on APPLY (add the link to your live job) and follow the instructions on the online application.

Position Eligibility requirements:

• The Tribunal requires Australian Citizenship as a condition of engagement.
• All employees are required to undertake an Australian Federal Police Check and a Health Assessment.

Please submit a CV (no more than 4 pages) and cover letter (no more than 2 pages) addressing how you feel your experience matches the capabilities and experience of role.

Applications close: 11:45pm (AEDT) Wednesday, 26 March 2025

Should you wish to discuss this position, please contact:

Name: Bede Carroll

Title: Assistant Director Technology Management

Tel: 07 3052 3007

email: [email protected]

Please contact the recruitment team on (02) 9276 5443 or [email protected] should you require assistance with accessing our website or with lodging your application.

We are a Circle Back Initiative Employer and commit to responding to every applicant.

Please note a merit list/pool may be created to fill future like vacancies. Suitable candidates on this merit list/pool may be contacted in relation to identical or similar non-ongoing and ongoing roles in the Tribunal, or the broader APS, within 18 months from the original advertised date in gazettal.

The Administrative Review Tribunal is an Equal Opportunities employer committed to providing an inclusive workplace that embraces diversity and inclusion for all employees. We encourage and welcome applications from people with disability, Aboriginal and Torres Strait Islander descent, culturally and linguistically diverse backgrounds, all genders, LGBTQI+ community and mature age people. If you have any support or access requirements, we encourage you to advise us if invited to interview.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability