ABOUT THE GALLERY – ABOUT OUR TEAM

The National Gallery is one of Australia’s leading visual arts institutions. The National Gallery is based in Canberra and is a vital part of the Australian cultural landscape. Our Purpose is to collect, preserve, promote and share the national collection of art. The Vision of the National Gallery is to be the international reference point for art in Australia, inspiring all people to explore, experience and learn. Our Values include Boldness, Integrity, Respect and Excellence.

WORKING AT THE GALLERY

When you work at the National Gallery you will be exposed to some of the world’s leading Australian and international art and artists. We are located in the National triangle on the waterfront and your lunchtimes can be spent in our beautiful sculpture garden or around Lake Burley Griffin.

We support flexible working practices, including working from home, and you will have access to low-cost, onsite car parking.

The National Gallery is committed to the health, safety and wellbeing of our people and we expect our people to share this commitment and work safely at all times.

We value the contribution that a diverse workforce brings and encourage people from a diverse background to apply. This might include identifying as First Nations peoples, people with a disability, culturally and linguistically diverse people and LGBTQIA+ people.

WHAT YOU WILL GAIN FROM THE EXPERIENCE - OVERVIEW OF THE ROLE

The National Gallery’s IT Service Desk provides a fast-paced, exciting and varied environment in which to work.

The role of IT Support Officer performs a critical role in supporting users of the National Gallery’s IT network and infrastructure. This includes service desk requests, user support, system maintenance, hardware and software installation and network administration.

This position reports to the IT Service Manager and is part of a Service Desk (SD) team that enables and maintains the Gallery’s information communication and technology infrastructure and service offering. The SD Team provides the full suite of ICT services to enable all Gallery staff to access the NGA IT environment. This includes the applications managed both on-premises and in cloud environments, and to enable reliable and safe devices for all staff to increase productivity and mobility.

As a small team, each member manages multiple capabilities and responsibilities, providing you with the experience across all facets of IT Service Management. The SD Team supports the Gallery both on site and remotely. In addition to the standard IT service offering, the team further supports the Gallery in digital and art projects and initiatives that have an IT component from concept to implementation.

The role requires someone who has sound technical and organisational skills, and an understanding of service management and infrastructure.

The position requires someone with the ability to adapt to new challenges, who has good communication skills, works well within a team, has a strong work ethic and is self-motivated to learn and stay current with industry skills.
Career progression opportunities are available through Service Management, Networking and Infrastructure, Cyber Security and cloud services management.

THE KEY DUTIES OF THE POSITION - WHAT WILL YOU DO? – DUTY STATEMENT

In accordance with the NGA Level 4 standards, you will:

Provide support and technical advice for users accessing the National Gallery’s IT network and supporting them to access common business applications such as the Microsoft 365 Suite.

Work under direction in line with established priorities, practices, and methodologies to identify, assess and resolve ICT incidents and problems to a high level of quality for clients.

Action service requests using a Service Desk ticketing portal and escalating where required.

Development and maintenance of knowledge-based articles in the ticketing portal.

Set up new starters to the National Gallery with their IT credentials and hardware needs and undertake ICT relocations for clients.

Participate in rotational weekend on-call roster as required.

Support the delivery of projects and events or other IT-related activities as directed.

Communicate clearly and effectively with stakeholders both internally and externally.

Participate in team planning activities to achieve Department and Gallery goals.

ELIGIBILITY:

Citizenship – To be eligible for employment with the Gallery, you must be an Australian citizen.
Police Check – to be eligible for this role you must complete a police check.
Security Assessment: The successful applicant will be required to obtain and maintain a Baseline security clearance. Ongoing employment in this role requires the successful candidates to maintain a security clearance. Loss of a security clearance at any time will lead to termination of employment.

HOW TO APPLY

To apply for this role please go to the National Gallery's Careers portal

You should provide a tailored CV (maximum of three pages) along with a statement of no more than two pages that outlines your skills, capabilities and experience, against the information above.

In your statement response you should keep in mind the capabilities and behaviours required to be successful for this role, as identified in the information above. Try not to duplicate information that can be found in your CV but do highlight any specific examples or achievements that demonstrate your ability to perform the role.

An order of merit may be established from this selection process and may be used to fill future identical vacancies over the next 12 months. Selection may be based on application and referee reports only. If you do not wish to be added to an order of merit, please notify us in your application.