APS 5 - IT Service Support Officer

$84,228 - $+1,80+ per annum, plus 15.4% superannuation
Non-ongoing, initial 12-month term with a possible extension
Adelaide, SA
Position Overview
This position is responsible for providing 1st and 2nd level IT support to the Federal Court of Australia, Federal Circuit and Family Court of Australia and National Native Title Tribunal’s (NNTT) judiciary and staff. The IT Service Desk is the initial point of call for users of IT services provided by the Information Technology section.

Primary responsibility is being the initial point of contact with clients of the Service Desk within a small team, which is part of a larger team delivering support to clients. Most of the work will entail answering calls to the IT Service Desk and monitoring email and IT Service Portal queries. These interactions are to be logged in the IT Service Management tool (Ivanti Service Manager) where possible queries are to be resolved and where not possible escalated to other support teams.

Clients of the IT Service Desk include Judges, Registrars, Members and Registry staff along with external clients who utilise the Court’s eApplications.

Duties and Responsibilities

1. Delivery of quality ICT support services to clients

Excellent communication skills, written and verbal
Ability to understand, troubleshoot
Understand IT policies and procedures
Provide support via phone, remotely and in-person
2. Incident\Service Request Management
Recording of all incidents\service requests\problems in IT Service Management Tool
Management of individual work queue, as well as assist in team queue management
Creation of knowledge base articles for use by Judge’s & Court staff and within IT
Technical skills to support clients working in a Microsoft environment on Windows 10 using M365 suite
User Administration: creation, deletion and modification of individual user accounts via AD, email mailboxes utilising M365 administration
Deployment of Hardware, SOE, and approved software
3. Teamwork and Leadership
Ability to work effectively within a geographically dispersed Service Desk within Australia
Contribute and working with other IT teams to achieve and ICT delivery goals
Establish and maintain relationships with each registry
Ongoing Training/Education and induction of clients and colleagues
Competencies and Attributes
The IT Service Desk delivers support to a highly professional workforce dependent on ICT services and excellent assistance being available. Providing these services requires sound technical skills, ability to understand issues and knowledge in IT policies, and the Federal Courts operation.

A positive attitude is required and the ability to demonstrate initiative and take ownership of incidents. You must effectively handle pressure situations and communicate clearly with all clients, including Judges and Executives. Ideally, having worked in a team environment with team members geographically dispersed with experience supporting clients, both remotely and in-person.

This role encompasses diverse service desk and desktop support responsibilities. Knowledge and understanding of ITIL processes and experience in supporting Microsoft applications are desirable.

Special Requirements
The IT Service Desk currently operates from 8AM EDST\EST to 5PM WST. Team members are rostered to provide appropriate coverage. Whilst primarily rostered hours will be between 08:00- 18:00 local time. If required to deliver support for project work, rural or interstate travel may be required.

Selection Criteria
Minimum of two years’ experience in a Service Desk\Help Desk or ICT Support role. Demonstrating the ability to provide support remotely via telephone/email/instant messaging and physically onsite. Experience within a legal environment is desirable.
Demonstrated ability working with IT best practice based on ITIL, including the use of an ITIL compliant ITSM tool, Ivanti Service Manager is desirable. An understanding of IT security fundamentals and ensuring processes and policies are adhered to.
Proven high level analytical and problem-solving skills, including resolving issues with users working remotely out of the office. The capability to define issues, determine workarounds and the best course of action to address the issue.
Demonstrated ability to work both autonomously and as a member of a geographically dispersed team. This includes the ability to perform well under pressure, manage competing priorities, meeting deadlines, and contributing to team goals and resources (e.g., documentation creation).
Knowledge and ability to support the following technologies:
Microsoft Environment (Windows 10, Active Directory)
M365 Administration
Networking troubleshooting (DNS, proxy)
Microsoft Teams and WebEx
Microsoft Always On VPN
Video conferencing facilities (Cisco CUCM & TMS)
Hardware deployment and maintenance (laptops, desktops, tablets, smartphone)
Printer support and vendor engagement
Dictation Devices & Applications (Olympus and Dragon Naturally Speaking)
Eligibility
Employment with the Court is subject to the conditions prescribed in the Public Service Act 1+++, and the following:
Australian citizenship – the successful applicant must hold Australian citizenship.
Security and character clearance – the successful applicant must satisfy a Police Records Check and may also be required to complete security clearances during the course of their employment.
Successful applicants engaged into the APS will be subject to a probation period.
Interested candidates who have received a redundancy benefit from an APS agency are welcome to apply but note that they cannot be engaged until their redundancy benefit period has expired.

Contact Officer
For more information, please contact Deric Christian, IT Service Desk Team Leader by email Deric.Christian@FedCourt.gov.au or phone (03) 8638 6566.