About Us
The Australian Computer Society (ACS) is Australia's leading professional association for the technology community, representing over 40,000 members across industry, government, and education. Established almost 60 years ago, ACS is a member-led not-for-profit organisation committed to advancing Australia's technology sector. Our mission is to power Australia's technological brilliance, supporting the delivery of government services, enhancing education, and driving innovation and productivity across businesses.
About The Role
The Service Desk Engineer provides first-line technical support to ensure the stable, secure, and uninterrupted operation of ACS technology services. This role is central to maintaining operational resilience, resolving user issues efficiently, and supporting IT systems in line with cybersecurity and service-delivery objectives.
This is a 12-month fixed-term, full-time role (5 days per week), with a hybrid working arrangement, including work from home on Fridays.
Occasional interstate travel is required to support ACS offices and events.
As a key member of the IT team, you will act as a trusted point of contact for staff, delivering high-quality support across end-user computing, collaboration tools, and meeting-room technologies. You will also contribute to continuous improvement initiatives, documentation, and occasional project-based work.
Key Responsibilities
Technical Support & Issue Resolution
Respond to IT support requests via phone, chat, email, and walk-up support.
Troubleshoot and resolve hardware, software, network, and VC/AV issues.
Escalate complex or unresolved issues to senior team members as required.
Maintain accurate and timely ticket documentation to support reporting and knowledge-base development.
System Maintenance & Monitoring
Install, configure, and maintain endpoints, applications, and meeting-room technologies.
Support system monitoring activities to ensure systems meet performance, availability, and security expectations.
Maintain a balanced focus on efficiency and security, keeping ACS values at the forefront of decision-making.
User Assistance & Onboarding
Assist with onboarding new employees, including device setup, account provisioning, and access configuration.
Provide clear guidance and support to help users effectively use ACS IT systems.
Deliver a positive and professional onboarding experience for new starters.
Documentation & Asset Management
Maintain accurate records of support activities, system configurations, software licensing, and IT asset inventory.
Ensure documentation is complete, current, and aligned with ACS policies and procedures.
Collaboration & Continuous Improvement
Work closely with Infrastructure, Network, Cloud, and Engineering/Delivery teams to resolve issues and improve services.
Identify recurring issues and contribute to service improvements and operational resilience.
Support ACS's culture of continuous learning, collaboration, and innovation.
BAU & Project Support
Contribute to business-as-usual IT activities.
Support occasional onsite and remote IT project-based work as required.
About You
Qualifications & Experience:
Tertiary qualification in Information Technology or a related discipline, or equivalent TAFE qualification with relevant industry experience (highly regarded).
Microsoft Azure Fundamentals certification.
Microsoft Teams Administration certification.
Microsoft SharePoint Administration certification.
ITIL 4 Foundation certification.
Skills & Knowledge
Minimum 2 years' experience working as an IT Support or Desktop Support Technician.
Experience supporting major infrastructure and enterprise application platforms.
Windows & macOS Support -Configure, support, and troubleshoot both environments.
Hardware Troubleshooting -Diagnose and resolve endpoint and peripheral issues.
Networking Fundamentals -Understanding of routing, switching, protocols, and connectivity.
AV & Conferencing Systems -Support meeting-room and collaboration technologies.
Remote Support Tools -Effective use of ITSM platforms and remote-assistance tools.
Atlassian Suite -Experience using Jira and Confluence for workflow and documentation.
ITIL v4 Practices -Working knowledge of Incident, Problem, and Change Management.
DevOps & Automation Awareness -Basic understanding of modern automation and service practices.
Strong communication skills with a customer-focused, service-oriented mindset.
Why Join ACS?
When you join ACS, you're joining a team of professionals committed to advancing Australia's digital capability. We value diverse perspectives, encourage ideas, and work collaboratively to deliver meaningful outcomes.
Your contributions will directly support the quality, integrity, and trust in ACS programs, making a real difference to individuals, the tech sector, and the broader community.
Rewards And Benefits
Flexible Work Environment – Hybrid working arrangements with working from home on Fridays.
Extra Leave Options – Three gifted days per year, a recharge day, and two floating holidays.
Professional Development – Access to Skillsoft, MySFIA skills assessment, and a yearly training allowance.
Engaging Workplace Culture – Inclusive team environment with regular activities, learning sessions, and support.
Exclusive Membership Benefits – Complimentary ACS membership offering extensive resources and networks.
Financial & Well-being Support – NFP salary packaging and access to confidential EAP services.
Family-Friendly Policies – Supportive leave options for parents and caregivers.
How To Apply
Click 'Apply Now' and submit your resume and cover letter outlining why you're the perfect fit for this role.
Please note that successful applicants will be required to undertake a police check as part of the recruitment process.
Seniority level
Associate
Employment type
Full-time
Job function
Information Technology
Industries
Non-profit Organizations