Join to apply for the IT Service Support Officer role at Federal Court of AustraliaContinue with Google Continue with GoogleJoin to apply for the IT Service Support Officer role at Federal Court of AustraliaFederal Court of Australia provided pay rangeThis range is provided by Federal Court of Australia. Your actual pay will be based on your skills and experience talk with your recruiter to learn more.Base pay rangeA$81,228.00/yr - A$91,809.00/yrPosition OverviewThis 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 Tribunals (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 Courts eApplications.Duties and Responsibilities1. Delivery of quality ICT support services to clientsExcellent communication skills, written and verbalAbility to understand, troubleshootUnderstand IT policies and proceduresProvide support via phone, remotely and in-personRecording of all incidentsservice requestsproblems in IT Service Management ToolManagement of individual work queue, as well as assist in team queue managementCreation of knowledge base articles for use by Judges & Court staff and within ITTechnical skills to support clients working in a Microsoft environment on Windows 10 using M365 suiteUser Administration: creation, deletion and modification of individual user accounts via AD, email mailboxes utilising M365 administrationDeployment of Hardware, SOE, and approved software3. Teamwork and LeadershipAbility to work effectively within a geographically dispersed Service Desk within AustraliaContribute and working with other IT teams to achieve and ICT delivery goalsEstablish and maintain relationships with each registryOngoing Training/Education and induction of clients and colleaguesCompetencies and AttributesThe 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 RequirementsThe IT Service Desk currently operates from 8AM AEST to 5PM AWST. 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 CriteriaMinimum of two years experience in a Service DeskHelp Desk or ICT Support role.Demonstrated 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:M365 AdministrationMicrosoft Teams and WebExMicrosoft Always On VPNHardware deployment and maintenance (laptops, desktops, tablets, smartphone)Printer support and vendor engagementDictation Devices & Applications (Olympus and Dragon Naturally Speaking)Applications close on Wednesday 22 July 2025 at 11:30pm AEST.Employment with the Court is subject to the conditions prescribed in the Public Service Act 1999, 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.Diversity and InclusionFederal Court Australia is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability. First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families.Federal Court Australia will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role.RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: OfficerFor more information, please contact Antonio Sigamony, IT Service Desk Team Leader by email Antonio.Sigamony@FedCourt.gov.au or phone (02) 9184 5031.How to ApplyTo apply, please complete the application form on the Courts careers portal.As part of your application, you will be required to submit a written response to the selection criteria listed in the position description (maximum word limit 1500). Please ensure this document is attached before submitting your applicationIf you have any technical issues with applying, please email recruitment@fedcourt.gov.auAboriginal and Torres Strait Islander people are strongly encouraged to apply.Seniority levelSeniority levelNot ApplicableEmployment typeEmployment typeFull-timeJob functionJob functionInformation Technology and OtherIndustriesAdministration of Justice, Legal Services, and Courts of LawReferrals increase your chances of interviewing at Federal Court of Australia by 2xSign in to set job alerts for Information Technology Support Officer roles.Continue with Google Continue with GoogleContinue with Google Continue with GoogleNorth Sydney, New South Wales, Australia $3,000 - $3,200 2 weeks agoTechnical Support Specialist (Req # 1785)Sydney, New South Wales, Australia A$70,000 - A$80,000 1 day agoNorth Sydney, New South Wales, Australia A$80,000 - A$95,000 3 days agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 2 days agoSydney, New South Wales, Australia 2 months agoSydney, New South Wales, Australia 3 days agoTechnical Support Specialist - www.showcase.spaceSydney, New South Wales, Australia 3 days agoMillers Point, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 3 weeks agoSydney, New South Wales, Australia$70,000.00-$80,000.0010 hours agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 1 day agoSenior Technical & SaaS Client SpecialistNorth Sydney, New South Wales, Australia 2 weeks agoIT Project Manager BSS (Business Support Systems)Sydney, New South Wales, Australia 6 days agoTechnical Support Specialist - ITOM (Fluent in Chinese)North Sydney, New South Wales, Australia 2 weeks agoTechnical Support Specialist - DP (Fluent in Chinese)North Sydney, New South Wales, Australia 2 weeks agoTechnical Support Specialist - ITOM (Fluent in Korean)North Sydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 3 months agoSydney, New South Wales, Australia 3 months agoAGSVA Cleared Non-Technical Project Management & Support (Sydney) - EOIAGSVA Cleared Technical Project Management & Support (Sydney) - EOIWere unlocking community knowledge in a new way. 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Job Title
IT Service Support Officer