The Opportunity
We are seeking an experienced and proactive Level 1 IT Support Technician to join our growing IT function based in Barton, ACT on a 12-month fixed term contract. This is a hands-on, customer-facing role that provides critical onsite IT support to our Federal and ACT workforce, while also contributing to broader digital transformation initiatives.
This role offers the opportunity to own and deliver Level 1 IT support services, provide facetoface assistance where our managed service provider (MSP) cannot, and actively contribute to initiatives such as establishing national shared services and implementing Microsoft’s Modern Workplace framework.
You will play a key role in improving end-user experience, increasing productivity, and accelerating the Head of IT’s strategic objectives.
About the Role
Working with modern technologies in a dynamic environment, you will be responsible for delivering high-quality, responsive IT support and operational assistance across the organisation.
As a Support Technician, you will:
* Deliver quality Level 1 IT support across technology deployment, maintenance, and troubleshooting
* Provide onsite support for hardware deployment, laptop imaging, and installation of approved software
* Support video conferencing and meeting room technology, including urgent executive and SLT support
* Apply IT policies, procedures, and security standards in line with organisational and ITIL practices
* Coordinate and administer Incident and Service Request Management, including escalation to Ricoh for Level 2/3 support
* Assist with problem and change management processes
* Create, maintain, and improve standard operating procedures, howto guides, and knowledge base content
* Manage IT assets including purchasing, tracking, audits, and lifecycle management
* Deliver IT inductions, training sessions, and basic education to staff
* Work collaboratively with internal teams and external vendors
* Provide input into and support delivery of technology and digital transformation projects
This role operates within agreed business hours (8:30am – 5:30pm) and may include occasional interstate travel to support office relocations or onsite activities where internal IT support is more appropriate than an MSP.
What We Are Looking For
You are a technically capable, customer-focused IT professional with several years’ experience in a similar support role, who is ready to take on a broader remit and grow alongside a maturing IT function.
You will bring:
* Proven experience delivering Level 1 IT support in a corporate or enterprise environment
* Strong technical capability, with relevant certifications or hands-on experience across Microsoft, end-user computing, and modern workplace technologies
* Excellent written and verbal communication skills, with the ability to engage a diverse range of stakeholders in a warm, professional, and helpful manner
* High levels of resilience, initiative, flexibility, and attention to detail
* Strong problem-solving, critical thinking, and continuous improvement mindset
* Effective time management and organisational skills, with the ability to prioritise competing demands
* A collaborative, team-oriented approach, with the ability to follow structured processes and instructions
* Well-developed emotional intelligence and relationship-building skills, particularly with senior stakeholders and executives
Location
This role is based in our new, modern office in Barton, ACT, providing critical onsite support to Federal, ACT, and remotely supported state teams (NT, TAS, NSW, and SA).
Why This Role Matters
While we partner with a national MSP (Ricoh), onsite IT support remains essential—particularly at our Federal location. This role ensures:
* Immediate, facetoface support where remote assistance is insufficient
* Improved productivity and staff satisfaction
* Faster resolution of urgent issues, including executive and video conferencing support
* Stronger asset management, documentation, training, and continuous improvement
* Effective support of problem, change, audit, and research activities
* A trusted internal IT presence that complements, rather than duplicates, MSP services
More Information
For a confidential discussion, please contact:
Rachel Luc
IT Operations Manager
📧 **********@ama.com.au