Senior Help Desk Technician

About the Role

Queensland Corrective Services runs one of the most operationally demanding ICT environments in the Queensland Government. The Digital Services and Information Technology Command supports everything from cloud services and infrastructure through to end user computing and cyber security across a wide network of sites. This is not a quiet helpdesk role - it sits at the intersection of frontline support and technical operations in an environment where reliability genuinely matters.

As a Senior Technical Officer, you will be a go-to resource for Tier 1 and 2 technical support, working within a primarily Microsoft environment and using ServiceNow to manage incidents and service requests. You will also play a mentoring role, helping lift the capability of junior team members and contributing to the documentation and knowledge base that keeps the team running smoothly.

This is a strong opportunity for an experienced ICT support professional who wants a stable, long-term contract with a large government agency, genuine variety in their day-to-day work, and the chance to make a real contribution to a critical public service.

What You'll Be Doing

• Delivering Tier 1 and 2 technical support via the contact centre and on-site, resolving incidents within agreed service levels
• Configuring, installing, monitoring, and managing ICT environments across one or more technical domains
• Triaging and escalating incidents accurately in line with ITSM processes and procedures
• Developing and maintaining ICT documentation including knowledgebase articles and work instructions
• Providing end user training on the QCS desktop environment and applications where required
• Supporting executive-level staff and audio/visual hardware as a technical specialist
• Mentoring junior staff and contributing to a high-quality, standards-driven support culture
• Managing your own workload and priorities to consistently meet defined service levels

What You'll Need (Essential)

• Demonstrated technical expertise in managing, configuring, and supporting ICT environments in a Microsoft-based setting
• Proven experience delivering high-quality ICT support with the ability to prioritise and work unsupervised
• Experience identifying and resolving ICT problems within defined SLA frameworks
• Solid understanding of ITIL Service Management processes
• Experience with or ability to quickly learn ServiceNow
• Strong written and verbal communication skills, including the ability to produce technical documentation and work instructions
• Demonstrated ability to mentor junior staff and contribute to team capability
• Willingness to undergo an Australian national criminal history check (required for all QCS engagements)

Nice to Have

• Current C class driver's licence
• Prior experience supporting government or large enterprise ICT environments
• Familiarity with specialist application support across a complex organisational landscape

The Details

• Rate: $56.73/hour inc Super
• Duration: 13-month contract (1 July 2026 to 30 June 2027)
• Location: Brisbane CBD (69 Ann Street) - hybrid (4 days in office, 1 day remote)
• Start date: 1 July 2026

How to Apply

To apply or find out more, send your resume to ***email_hidden***