Help Desk Technician

Technical Support Officer – ICT Operations

Mandatory: Australian citizenship and current TSPV security clearance.

About the role

Azooa is seeking a Technical Support Officer to provide hands-on technical support across an ICT environment, helping maintain reliable day-to-day technology services for users and business operations.

The role focuses on resolving technical incidents and service requests, supporting end-user computing and ICT infrastructure, performing system administration activities, and escalating complex issues to specialist technical teams where required.

This position suits an ICT support professional with strong troubleshooting skills across desktop, operating system, network, infrastructure and service-management environments.

Position purpose

Maintain effective ICT operations by diagnosing and resolving technical issues, supporting users and systems, maintaining ICT assets and configurations, and contributing to the availability, security and performance of the technology environment. The role acts as a technical interface between end users, ICT operations teams and specialist infrastructure or application teams.

Key responsibilities

• Provide Level 1 and Level 2 technical support for ICT incidents, problems and service requests.
• Diagnose and resolve desktop, laptop, operating system, application, connectivity and peripheral issues.
• Support Windows-based end-user and server environments, with Linux support where required.
• Perform user account administration, access management, password resets and permissions-related activities.
• Install, configure, deploy, maintain and troubleshoot ICT hardware and software.
• Support standard operating environments and corporate applications.
• Troubleshoot LAN/WAN, Wi-Fi, DNS, DHCP, VPN and related connectivity issues within the support team's responsibilities.
• Provide technical assistance for ICT infrastructure and operational systems.
• Monitor incidents and service requests through the IT Service Management (ITSM) platform.
• Prioritise and manage tickets against service levels, operational priorities and established procedures.
• Investigate recurring issues and contribute to problem management and root-cause analysis.
• Escalate complex incidents to infrastructure, network, cyber security, application or engineering specialists.
• Maintain accurate ticket notes, troubleshooting records, resolutions and technical documentation.
• Develop and maintain knowledge-base articles, support procedures and operational documentation.
• Assist with hardware provisioning, device builds, software deployment, patching and configuration.
• Support onboarding, offboarding and personnel ICT access requirements.
• Assist with ICT asset management, stock control, equipment allocation and lifecycle activities.
• Follow change, incident, problem, configuration and service-management processes.
• Work with internal technical teams and external vendors to resolve faults.
• Support approved ICT changes and technology upgrades.
• Apply relevant security policies, access controls and operational procedures.
• Contribute to continuous improvement of technical support and the user experience.

Expected outcomes

• Timely resolution of assigned incidents and service requests.
• Accurate diagnosis and effective resolution of technical faults.
• Reliable support for end-user computing and ICT operational environments.
• Appropriate escalation and tracking of complex issues.
• Accurate ITSM records and technical documentation.
• Effective user account, device and access administration.
• Maintained operational procedures and knowledge articles.
• Effective support for hardware/software deployments and technology changes.
• Compliance with applicable ICT security and operational requirements.
• Consistent achievement of agreed service levels and support priorities.

Essential experience and capabilities

• Relevant professional experience in ICT technical support, ICT operations, service desk or desktop support.
• Strong troubleshooting capability across hardware, software, operating systems and connectivity.
• Experience providing Level 1 and/or Level 2 support in a corporate or government ICT environment.
• Practical experience supporting Microsoft Windows desktop environments.
• Knowledge of user accounts, permissions and access-management processes.
• Experience using an ITSM/ticketing platform to manage incidents and service requests.
• Ability to diagnose problems methodically and identify when specialist escalation is required.
• Understanding of TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi and VPN fundamentals.
• Ability to install, configure and troubleshoot ICT hardware, software and peripherals.
• Strong written communication for incidents, resolutions and technical procedures.
• Strong interpersonal skills and clear communication with non-technical users.
• Ability to manage competing priorities in an operational ICT environment.

Highly regarded experience

• Linux administration or technical support.
• Microsoft Active Directory and/or Entra ID.
• Microsoft 365 support and administration.
• PowerShell or other scripting and automation.
• Endpoint management and software deployment technologies.
• Virtualisation and/or cloud infrastructure exposure.
• Network troubleshooting and infrastructure support.
• Cyber security controls and secure ICT operating environments.
• ITIL-aligned incident, problem, change and configuration management.
• Australian Government, Defence or another security-conscious environment.
• Relevant Microsoft, CompTIA, ITIL, networking or other ICT certifications.

About you

You are a practical, service-focused technical professional who investigates issues directly and takes ownership through to resolution or appropriate escalation. You are comfortable working across end-user support and broader ICT operations, communicating confidently with users and specialists, and documenting your work accurately.

Engagement details

• Location: Adelaide, South Australia.
• Working arrangement: On-site. These roles involve shift work; arrangements are subject to operational needs.
• Estimated commencement: 1 January 2027.
• Initial contract: 12 months.
• Extensions: Two potential 12-month extension options.
• Hours: Up to 40 hours per week.
• Experience level: APS5 equivalent.

Security and suitability

Candidates must be Australian citizens and must hold current TSPV security clearance at the time of submission. Suitable candidates must complete an organisational suitability assessment before commencement.

Core technical and service management capabilities

• Experience administering Windows and/or Linux operating systems.
• Experience administering infrastructure such as virtualisation, databases and storage platforms.
• Customer service support: SFIA Level 4.
• Incident management: SFIA Level 4.
• Service level management: SFIA Level 3.