Position Description: Desktop Support Officer

Position Overview

The Desktop Support Officer provides high-level technical and user support services within a government department environment. The role is responsible for managing, maintaining, and supporting desktop hardware, software, and mobile devices, with a strong emphasis on Microsoft Intune administration and SharePoint user assistance.

The position requires excellent customer service, troubleshooting, and communication skills to ensure the smooth operation of end-user computing environments across multiple business units.

Key Responsibilities

1. End-User Support

• Provide frontline technical support to government staff across desktops, laptops, and mobile devices.
• Troubleshoot hardware and software incidents promptly, ensuring minimal disruption to business operations.
• Log, manage, and resolve incidents and service requests in accordance with departmental SLAs.
• Deliver clear and courteous communication with users, maintaining high levels of customer satisfaction.

1. Microsoft InTune Administration

• Administer and maintain Microsoft InTune for device enrollment, configuration, compliance, and application deployment.
• Support the rollout of security and compliance policies through Intune and Azure AD.
• Monitor device health, perform remote actions (wipe, lock, reset), and manage OS updates.
• Assist in the development and maintenance of endpoint management documentation and standard operating procedures.

1. Microsoft 365 & SharePoint Support

• Provide user support and guidance on SharePoint, including access permissions, file sharing, and site navigation.
• Assist users in managing site access and ensuring appropriate permission levels are applied according to policy.
• Support staff in document collaboration, version control, and troubleshooting access issues.
• Liaise with SharePoint administrators and business owners to implement changes and resolve escalations.

1. System Maintenance & Administration

• Support the installation, configuration, and maintenance of desktop operating systems and core applications.
• Deploy software updates and patches in coordination with ICT Operations teams.
• Maintain accurate asset and configuration records in ITSM and asset management systems.
• Assist in testing and rolling out new technology solutions and infrastructure upgrades.

1. Security & Compliance

• Support endpoint protection and data security practices in alignment with departmental ICT security policies.
• Report and assist in the resolution of security incidents and vulnerabilities.
• Ensure compliance with information security and data management frameworks.

Key Skills & Experience

Essential

• Proven experience providing desktop or service desk support within a government or large enterprise environment.
• Strong hands-on experience with Microsoft Intune.
• Practical understanding of SharePoint user support, including permissions, libraries, and site usage.
• Experience supporting Microsoft 365 applications (Outlook, Teams, OneDrive, Word, Excel, etc.).
• Familiarity with Active Directory, Group Policy, and Windows 10/11 administration.
• Strong problem-solving and diagnostic skills, with attention to detail.
• Excellent interpersonal and communication skills, with the ability to explain technical concepts clearly.

Desirable

• Knowledge of ITIL-based service management processes.
• Experience in supporting hybrid or remote work environments.
• Previous experience in a public sector or highly regulated environment.

Qualifications

• Certificate IV or higher in Information Technology, or equivalent industry experience.

To Apply please email directly to [email protected]