Senior ICT Helpdesk Officer (Level 2) – Brisbane

About the role

Join the Queensland State Government as a Senior ICT Helpdesk Officer, providing Level 2 support to a wide range of end‑users across multiple sites. You will work within a dynamic ICT team, delivering high‑quality technical assistance and contributing to continuous service improvement.

Key responsibilities

• Provide Tier 1 and Tier 2 technical support for end‑users both remotely and on‑site.
• Configure, install, monitor and maintain ICT hardware and software environments.
• Troubleshoot and resolve incidents within agreed service levels, escalating through ITSM processes when required.
• Support desktop environments, applications and end‑user technologies.
• Create and maintain technical documentation, knowledge‑base articles and work instructions.
• Assist with project delivery and technical implementations.
• Deliver user training and guidance on ICT systems and applications.
• Mentor junior team members and contribute to service‑improvement initiatives.

Required profile

• Strong experience providing ICT support in a corporate or government environment.
• Excellent written and verbal communication skills.
• Proven ability to manage competing priorities and work autonomously.
• Stakeholder engagement and customer‑service orientation.
• Current C‑class driver’s licence (desirable).

Required skills

• Microsoft desktop and end‑user computing environments.
• ServiceNow platform.
• ITIL framework.
• ITSM incident‑management processes.

What we offer

• Brisbane CBD location with hybrid work options.
• Opportunity to work for a reputable Queensland State Government department.
• Exposure to enterprise‑level ICT environments and technologies.
• Collaborative and supportive team culture.
• Potential contract extension and valuable public‑sector experience.