* Full-time, Ongoing position at HEW Level 5.
* Goulburn based at the NSW Police Academy with rostered start and finish times.
* Salary: $85,778 – $97,006 per annum, plus 17% Super and Leave Loading.
Deliver multi-channel IT support and resolve incidents at first point of contact.
The Opportunity
You will deliver efficient, high-quality IT support services for students at the NSW Police Academy (the Academy), supporting a broad range of campus-based ICT resources including computer labs, teaching spaces, audio visual, office technology and printers. You will provide support through telephone, remote desktop, chat and face-to-face assistance, with a focus on resolving incidents and requests at first point of contact wherever possible.
You will handle support requests by following agreed procedures and applying client service standards to resolve or elevate service issues. You will communicate clearly with customers in person and by phone, providing practical technical advice and guidance to help users get the best outcomes from systems and services.
You will work with internal teams and service partners to support routine operational procedures, contribute to maintenance and installation activities, and assist with problem resolution. You will maintain accurate records of actions taken, monitor compliance with agreed processes including access control, and elevate incidents of non-compliance where required. The role operates on a roster between 7am to 6pm, Monday to Friday, with occasional pre-planned weekend shifts (9am to 5pm).
What Success Looks Like:
* Incidents and requests are resolved at first contact where possible, using agreed procedures.
* Customers receive clear, practical advice and updates via phone and in person.
* Support requests are triaged correctly and unresolved calls are allocated promptly.
* Maintenance and installation tasks are completed safely and contribute to service continuity.
* Compliance and access control issues are identified, escalated, and recorded accurately.
About You
* A relevant qualification (Degree, Diploma or Certificate) or equivalent IT user support expertise.
* Proficiency with common desktop PC software tools and web-based applications.
* Understanding of IT Service Management processes aligned to the ITIL framework.
* Systematic problem‐solving skills, including knowing when and how to elevate issues.
* Strong customer service, communication and teamwork skills, and ability to work the roster.
Pre-Employment Requirements
Successful applicants will be required to:
* Complete and obtain approval via the NSW Police Force Professional Suitability Application Form, and
* Obtain and maintain a Baseline National Security Clearance, as required by the NSW Police Academy.
These are mandatory conditions to be considered for these roles, as required by the NSW Police Force.
Benefits
We invest in the people who make our mission possible. Alongside a rewarding career, we offer a range of benefits designed to support your financial, personal and family wellbeing.
* Financial benefits: Access to staff‐only products and offers with selected banking partners, salary sacrifice options for onsite parking, and novated motor vehicle leasing.
* Health and wellbeing support: Free Employee Assistance Program (EAP), complimentary annual flu vaccination, eligibility for Fitness Passport membership, and access to discounted private health cover.
* Onsite childcare: Long day‐care and early learning services operate at our Campbelltown, Hawkesbury, Parramatta, and Penrith campuses. Staff may be eligible for discounted fees and salary packaging, with places subject to centre capacity.
Belonging at Western
We are committed to substantive equality as outlined in our Equal Opportunity Policy. We actively encourage applications from Indigenous Australians, candidates of all gender identities and expressions, people of all abilities, and those from culturally and linguistically diverse backgrounds.
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