The ICT Operations team, in Digital Services, provides the network infrastructure, servers and data storage capabilities for the organisation. We also provide and maintain AIATSIS supplied desk and mobile phones, computers and the associated data and software applications within the organisation. The team also maintains ICT security in accordance with Australian Federal Government legislation and requirements and to ensure reliable access and protection against any possible harm that could be done to AIATSIS through deliberate or inadvertent actions that compromise the integrity of data, systems and services.

As part of the ICT Operations team, the ICT Support Officer works closely with a range of staff across Australian Institute of Aboriginal and Torres Strait Islander Studies (AIATSIS) to ensure the reliable and functional operation of corporate technology.

The ICT Support Officer is expected to have experience working in a high pressure, high volume helpdesk/contact centre environment, using problem solving and analytical skills to resolve queries. They will have well-developed communications skills, including the ability to convey complex issues in a clear and concise way and ability to build effective relationships.

This position reports to the ICT Operations Manager.

As an ICT Support Officer within AIATSIS, you will be required to:
• Provide a high level of level 1 and 2 customer service to staff, responding in a timely manner to service requests and issues;
• User accounts and access management in Active Directory, security groups and distribution groups.
• Support AIATSIS Standard Operating Environment (SOE) including software, applications and hardware based on Microsoft Windows 7/10 and MS Office 2010/2016/O365;
• Support and manage individual and shared mailbox management
• Support the MFD printer, audio-visual and multimedia solutions used throughout AIATSIS;
• Ensure the reliable operation of AIATSIS ICT equipment;
• Support a range of commercial and specialized software used throughout AIATSIS;
• Manage system access and perform system administration tasks;
• Effectively prioritise and manage jobs, record details and resolve issues using a IT Service Desk and Ticketing system;
• Asset management including inventory management, maintain and update the asset register;
• Provide guidance to clients on ICT policies, procedures and technical issues;
• Assist with the improvement of record keeping and documenting procedures;
• Provide guidance to clients on ICT policies, procedures and technical issues;
• Develop and maintain operational procedures and documentation for the ICT system within AIATSIS;
• IT Service Desk coverage of AIATSIS business hours;
• Undertake other duties as required.