The Role

Working under limited direction, IT Service Desk and Administrator Support Officers will provide quality IT support to staff at the AWM, both internally and externally.

The IT Service Desk and Admin Support Officer will provide IT Level 1 and 2 Service Desk and technical support, stock control, data entry, reporting, liaison with vendors/suppliers, records management, mail and freight services, asset management and retrieval/rehousing of paper files.

IT support will range from Level 0 (staff self-service) to Level 2 (Service Desk with Infrastructure support) to ensure quality responses to requests logged with the Service Desk. This support will include composing documentation for staff, maintaining a knowledge base, sharing information with team members, learning on the job, using mentor/mentee relationships, attending internal/external training to further your knowledge and sharing that information with your colleagues.

Service Desk staff may be asked to action incoming/outgoing mail processing to ensure this routine task continues. Other ad hoc tasks may be asked to be completed, in the form of paper distribution, administration of teams/SharePoint to enable staff to do their roles as soon as possible, disposal of IT equipment, clean-up of IT areas and other tasks to support AWM staff.

Note: These roles have mandatory working hours of 8.30am to 5pm, each weekday. These roles may also require moves of IT equipment or other heavy items. Staff should ensure to follow required WHS advice on how to safely hold heavy loads.

This position will initially be filled for 12 months, with the possibility of extension and/or permanency.

Core Responsibilities

APS Level 3:

At this level, the IT Service Desk and Admin Support Officer will assist with general IT tasks including:

Provide Level 1 and 2 IT Service Desk support to the Memorial, review, clarify and resolve assigned Service Desk issues, escalating where required.

Provide administrative support to the APS4 IT Service Desk and Administration Support Officer when requested, including IT equipment logging and asset management, mailroom and freight management, goods receipting, and paper file records management.

Undertake manual handling and movement of a range of items including, but not limited to, mail items, computer equipment, and files.

Creating and maintaining knowledge base articles, instructional documentation, templates and procedural documentation.

Other ad hoc tasks to support the broader IT group, as required.

APS Level 4:

At the APS 4 level, the IT Service Desk and Support Officer will undertake the APS3 duties above as well as:

Provide support to the IT Service Desk Manager as requested, including work around IT equipment logging and asset management, mailroom and freight management, purchase orders, goods receipting, invoices, tracking payments, credit card purchase requests and reconciliation.

Be an escalation point for Level 1 and 2 IT Service Desk support to the Memorial, review, clarify and resolve assigned service desk issues including support of users on the network, email and telephone accounts and system access; assist in the deployment of the Memorial Standard Operating Environment (SOE) including the rebuilding of workstations and laptops.

Manage incoming work for the team, prioritizing and ensuring completion of work.

Review knowledge base articles, instructional documentation, templates and procedural documentation drafted by the Service Desk staff to ensure completeness.

Co-ordination of key projects suggested to be undertaken by the Service Desk.

Position Eligibility

Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).

All applicants external to AWM that are offered employment will be required to successfully undergo a National Police Check, even if they currently hold a security clearance. The check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.

Requirements

Must hold an Australian driver’s licence.

Ability to obtain and maintain a baseline security clearance

Contact Information

For specific questions relating to this job vacancy, please contact: Steve Galinec, (02) 6263 6695, [email protected]

For questions relating to the online lodgement of your application, please email the Recruitment team via [email protected]

Submitting Applications

Please note that applications can only be accepted through the Australian War Memorial jobs portal

To apply, go to Australian War Memorial – Employment Opportunities and complete the online application by 11:30pm, Sunday, 5 October 2025

Notes

This recruitment process is being used to fill ongoing and/or non-ongoing position/s.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

Successful applicants engaged into the APS will be subject to a probation period.

The Memorial is committed to workplace diversity and maintains an environment that values the contribution of people from different backgrounds and experiences. The Memorial welcomes applications from Aboriginal and Torres Strait Islander people, veterans, mature age people, people from diverse backgrounds, and people with a disability.