Service Desk Officer Level 1/2 Job Listing at SPA in Barton, ACT (Job ID 22241)

Description

Overview Working with us - Systems Planning & Analysis (SPA) Australia For more than five decades, Systems Planning & Analysis (SPA) has supported clients across the world to meet complex government and national security challenges. SPA Australia is a leading provider of integrated consulting, legal, commercial and analytics services to the Australian Government and large organisations. Our multidisciplinary approach combined with trusted advisory and leading-edge technology and analysis takes our clients further. In 2025, SPA acquired Proximity Advisory Services, a well-established and highly regarded consultancy organisation with unrivalled legal abilities, exceptional commercial capability, and a raft of specialisations in consulting. Today, SPA has more than 3,300 employees across 23 office locations within the US, UK and Australia. In Australia, more than 130 employees are based across Canberra, Melbourne, Sydney and Adelaide. SPA Australia supports the Australian government on some of the country's most high priority projects. SPA Australia company, is seeking a full-time Service Desk Officer, based on-site in Canberra, to manage and maintain our corporate environment. In this role, you will be the first point of contact for IT support, delivering a high standard of customer service and clear communication to nontechnical users while managing requests from initial triage through to resolution. You will log, prioritise, and resolve incidents and service requests in the ticketing system, aiming for first contact resolution where possible and escalating effectively when required, supported by accurate and high quality documentation. The role provides hand son support across a modern end user environment, including Windows, Microsoft 365 services, user access and identity management, endpoint devices, and meeting room/AV technologies. You will use and contribute to knowledge base articles, assist with identifying recurring issues and root causes, support small technology projects or rollouts, and apply security minded practices in line with the Essential Eight and other relevant security standards in your day today work. This is a fast-paced, hands-on position where you'll be part of a small team supporting a growing organisation across two Canberra sites. Responsibilities Key responsibilities: Support Microsoft 365 services, including configuration and maintenance. Configure basic identity settings such as MFA, security groups, and Entra ID for users. Provide Level 1 and 2 technical support for hardware, software, and network issues. Manage IT service requests and incidents via the internal ticketing system, including gathering diagnostic information for tickets and acting as first point of contact for staff. Procure IT hardware and software and coordinate with vendors for delivery and support. Schedule and coordinate maintenance and system upgrades with internal teams and external providers. Support desktop endpoints and peripherals, including printers, docks, headsets and mobile devices. Maintain high-quality ticket notes, internal and public-facing knowledge base content, and simple SOPs to improve first-time resolution and self-service. To succeed in this role, you will need: 2+ years' experience in IT support, systems administration, or infrastructure roles within a corporate or government environment Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently Excellent verbal, written, and visual communication skills, including documentation and reporting Strong organisational and coordination abilities, with the capacity to manage competing priorities A proven ability to manage stakeholder relationships and communicate technical issues clearly to non-technical users Knowledge of and/or experience with cyber security standards, such as the Essential Eight, PSPF, and ISM To be eligible for this role, you must hold — or be able to obtain — an Australian Government Security Clearance To be eligible for this role, you must be able to obtain an Australian Government Security Clearance. Over 2 years' experience working within government, consulting, or a professional services environment will be highly regarded. Qualifications The SPA Australia Difference We believe work should be a positive part of your life. It should challenge, engage, and support you in equal measure. By joining SPA Australia, you will enjoy: Health and wellbeing support Work in a great environment where everybody can thrive We support your professional development and personal goals The chance to give back to your community by working with our not-for-profit partners Why SPA Australia This role offers more than just Service Desk Officer support—it's a chance to help shape and stabilise systems as we go through a period of significant growth and change. You'll play a vital role in ensuring our teams are supported through this transition. We offer a competitive salary package, a collaborative team environment, and the chance to do high-impact, meaningful work. To find out more or to have a confidential discussion, please contact Loretta Pabian at careers@spa.com.au

Qualifications

The SPA Australia Difference We believe work should be a positive part of your life. It should challenge, engage, and support you in equal measure. By joining SPA Australia, you will enjoy: Health and wellbeing support Work in a great environment where everybody can thrive We support your professional development and personal goals The chance to give back to your community by working with our not-for-profit partners Why SPA Australia This role offers more than just Service Desk Officer support—it's a chance to help shape and stabilise systems as we go through a period of significant growth and change. You'll play a vital role in ensuring our teams are supported through this transition. We offer a competitive salary package, a collaborative team environment, and the chance to do high-impact, meaningful work. To find out more or to have a confidential discussion, please contact Loretta Pabian at careers@spa.com.au

Responsibilities

Key responsibilities: Support Microsoft 365 services, including configuration and maintenance. Configure basic identity settings such as MFA, security groups, and Entra ID for users. Provide Level 1 and 2 technical support for hardware, software, and network issues. Manage IT service requests and incidents via the internal ticketing system, including gathering diagnostic information for tickets and acting as first point of contact for staff. Procure IT hardware and software and coordinate with vendors for delivery and support. Schedule and coordinate maintenance and system upgrades with internal teams and external providers. Support desktop endpoints and peripherals, including printers, docks, headsets and mobile devices. Maintain high-quality ticket notes, internal and public-facing knowledge base content, and simple SOPs to improve first-time resolution and self-service. To succeed in this role, you will need: 2+ years' experience in IT support, systems administration, or infrastructure roles within a corporate or government environment Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently Excellent verbal, written, and visual communication skills, including documentation and reporting Strong organisational and coordination abilities, with the capacity to manage competing priorities A proven ability to manage stakeholder relationships and communicate technical issues clearly to non-technical users Knowledge of and/or experience with cyber security standards, such as the Essential Eight, PSPF, and ISM To be eligible for this role, you must hold — or be able to obtain — an Australian Government Security Clearance To be eligible for this role, you must be able to obtain an Australian Government Security Clearance. Over 2 years' experience working within government, consulting, or a professional services environment will be highly regarded.