Technical Support Analyst

About ACECQA

We want children in Australia to have the best start in life.

We provide national leadership on the implementation of the National Quality Framework (NQF) and collaborate with the Australian and state and territory governments to:

• Improve outcomes for children and families in early education and care.
• ACECQA's values are based on putting children at the centre of everything we do.
• Join an expert team working across governments at the national level.

We strive for innovation and continuous improvement and are committed to keeping the sector and the community informed with the latest developments in early childhood education and care.

The Role

The Technical Support Analyst provides broad-ranging tier 2 internal and remote support with some tier 1 responsibilities to users utilising a range of media (including the infrastructure environment and software) to troubleshoot and resolve issues of moderate complexity across ACECQA's corporate IT environment and supported business applications.

This role is responsible for service desk tasks including provisioning of computer hardware and desktop equipment, application supportincluding Microsoft 365, assisting with user training, co-ordination and distribution of key procedures, and IT support for the team. The Technical Support Analyst will have excellent problem-solving skills, demonstrable experience in a Service Desk or IT support role with a strong focus on customer service.

This role is full time and fixed-term (12 months) at ACECQA Band 4 ($85,925- $95,820).

Key Accountabilities

• Utilise appropriate tools and methods to address moderately complex user support queries and return user's IT systems, networks, printers and supported applications to optimum efficiency.
• Use the JIRA Service Desk application to record all support tasks, ensuring all relevant information is captured.
• Provide desktop support of workstation hardware and software, including peripherals, to internal users.
• Provide user support in the creation of accounts, onboarding and inductions.
• Provide core business application support to internal users including assisting with the creation and maintenance of system, procedures, support, and training materials (e.g., Microsoft 365 suite, Salesforce, Anywhere365).
• Set-up and support the various IT and Audio-Visual systems, including monitoring and reporting of acceptable levels of performance.
• Assist with the management of IT assets as part of ACECQA's asset management plan.
• Develop and maintain detailed knowledge of multiple, complex platforms and technologies to enable effective integration and utilisation of enterprise applications and services.
• Create and maintain support documentation to assist others in restoring services and reduce the impact of unplanned outages.

About You

To be successful in this role you will need:

• Proven experience in the provision of business application support with a focus on Level 2 IT support and some Level 1 support to users.
• Experience in Salesforce Tier 1 customer support (basic administration tasks) or ability to rapidly acquire Salesforce Tier 1 support skills.
• Proven experience in internal and remote support to users via a range of collaboration tools including (but not limited) to Microsoft Teams, Atlassian JIRA and secure remote access tools.
• Demonstrated experience in the provision and decommissioning of computer hardware and desktop equipment.
• Demonstrated experience in registering and managing IT assets as part of an organisation's asset management plan.
• Demonstrated experience in the support of Microsoft 365 suite, including (but not limited to), the creation and maintenance of system, procedures, support and training materials.
• Demonstrated experience in a service desk environment, including the use of incident tracking software.
• Highly developed customer service skills whilst proactively resolving problems.
• Highly developed written and verbal communication skills.

ACECQA is committed to removing barriers and opening up opportunities. As an employer we seek to ensure people with differing needs and abilities have the same opportunities to successfully gain skills, knowledge and experience through work, social activities, education and training irrespective of their age, disability, colour, race, gender, religion, sexuality, family responsibilities, or location. In particular, we are committed to improving opportunities and outcomes for Aboriginal and Torres Strait Islander peoples.

You must have the right to work and live in Australia to apply for this role.

The successful candidate will be required to consent to a national police check.

How to apply

The closing date for applications is 4 July 2025 at 11.59pm.

Important Note: Please ensure you follow the recruitment process outlined below, otherwise you may not be considered for the role.

To apply, please register with the ACECQA Recruitment Candidate Portal, navigate to Technical Support Analyst vacancy and click Apply for Job. The application process will require you to:

• Attach a CV of no more than 5 pages whichdemonstrates your ability to meet the criteria contained in the position description.
• Provide the details of at least two referees who have directly supervised you within the last five years of employment.
• Attach a written response to the targeted questions below of no more than 2 pages

All complete applications will be acknowledged.

Targeted Questions

1. Share an example of a complex technical problem you solved. What steps did you take to identify and resolve the issue?
2. How do you handle challenging or frustrated customers seeking technical assistance?

More information

If you have any questions about the role specifically, please email Con Mougios at Con.Mougios@ acecqa.gov.au

If you have any questions about the recruitment process, please email the HR team at recruitment@ acecqa.gov.au.

Notice to agencies

ACECQA will not accept applications from any source other than directly from a candidate for this vacancy. Recruitment agencies must have received instructions from ACECQA in relation to a specific vacancy in order to submit applications on behalf of candidates.

ACECQA is collecting the information requested in the advertisement for the purpose of selection, recruitment and engagement of staff. ACECQA is authorised to do so by the Education and Care Services National Law. Please refer to our Privacy Policy which can be accessed at http://www.acecqa.gov.au/privacy-policy