The Australian Communications and Media Authority (ACMA) is an independent Commonwealth statutory authority responsible for the regulation of broadcasting, radiocommunications, telecommunications and some online content.

This work underpins our vision for a connected, informed and entertained Australia.

Who we are

The Digital and Technology Services Branch provides leadership in the design, development and operation of digital and technology services for the ACMA and its stakeholders. The Branch works in a partnership model with all ACMA divisions to ensure their unique technology requirements are fit for purpose. The Branch provides a full-service model that incorporates all Digital and Technology functions. This includes ICT security, first contact customer service, information management and digital literacy, maintaining ICT system availability and operations, project management and governance services. The Branch provides architectural approval and authority to operate over the systems used by the ACMA.

About the role

We are seeking a proactive and customer-focused Support Officer to join our Corporate Service Desk within the ICT Business and Support Services Section. This role is central to delivering high-quality support to the Australian Communications and Media Authority (ACMA) and the eSafety Commissioner.

This role is based in Canberra and may require occasional travel or after-hours support. The Corporate Service Desk operates in a collaborative and inclusive environment, with a strong focus on professional development and service excellence.

As a first point of contact for ICT support, you will provide timely and effective assistance to users, resolve technical issues, and contribute to continuous improvement of service delivery. You will work collaboratively with internal teams and external service providers to ensure consistent and reliable ICT support.

In addition to your core duties, you will receive full training and support to perform the Enquiries Officer role within the ACMA’s Customer Service Centre, as required. This dual capability ensures flexibility and strengthens our team’s ability to respond to changing priorities.

In this role you will:

• Provide first-level ICT support to ACMA and eSafety staff via phone, email, and service management tools.
• Troubleshoot and resolve hardware, software, and network issues in a timely manner.
• Escalate complex issues to second-level support or external vendors as required.
• Maintain accurate records of incidents and service requests using the ITSM system.
• Assist with user account management, including onboarding and offboarding processes.
• Support the deployment and maintenance of ICT equipment, including laptops, mobile devices, and peripherals.
• Contribute to knowledge base articles and user guides to improve self-service capabilities.
• Participate in ICT projects and initiatives as required.
• Promote a positive customer experience through professional and good communication.

To be eligible for employment with ACMA, applicants must be an Australian citizen.

The successful applicant must be able to obtain and maintain a Baseline security clearance or hold a current security clearance of an appropriate level. More information on the security clearance vetting process is available on the Australian Government Security Vetting Agency (AGSVA) website.

Successful applicants are required to satisfy an employment screening process which includes demonstrating Australian citizenship, satisfactory completion of security and integrity checks and successful completion of a medical assessment.