ICT Customer Support Officer

The Role

We are looking for an enthusiastic individual who is skilled in customer service and providing technical support to a broad range of users of our Learning Management Systems. This role will involve technical research and analysis, whilst striving for continuous improvement.

The Learning Systems Support team operates in a high tempo environment - we require individuals with exceptional team player and organisational skills.

The core functions of the APS 5 ICT Customer Support Officer include, but are not limited to:

• Providing Level 2 customer and technical support to users of our Learning Management Systems - Totara Learn (LXP), and LinkedIn Learning.
• Investigating moderately complex learning system and ICT issues and identifying technical solutions to support users and stakeholders.
• Supporting system administrators through training, user guidance and the development of work instructions and support documentation.
• Processing and maintaining learner and system data, including record management and licence provisioning.
• Building and sustaining productive relationships with internal and external stakeholders.
• Contributing to continuous improvement initiatives that enhance system performance and user experience.

This vacancy is being advertised for Melbourne CBD (VIC), Canberra (ACT), Adelaide (SA) and Cooma (NSW). A merit pool may be established from this recruitment process and may be used to fill similar vacancies across any Defence location.

About our Team

The Digital Learning Solutions Directorate, within the Defence Learning Branch, promotes the curation and management of content and platforms that support all things learning.

The ICT Customer Support Officer role sits within the Learning Platforms Support Team in the Directorate. The team is responsible for managing all customer enquiries and issues relating to Defence's Learning Management Systems including LXP (Totara), and LinkedIn Learning.

Our Ideal Candidate

The successful candidate will have strong written and verbal communication skills and be comfortable working with a diverse range of internal and external stakeholders.

They will:

• Thrive in a fast-paced environment managing a variety of learning system enquiries, issues and updates, and demonstrate experience supporting Learning Management Systems, helpdesk/customer service functions, or comparable technology platforms.
• Demonstrate excellent attention to detail and the ability to work effectively with customers and subject matter experts to investigate and resolve issues.
• Communicate technical information clearly and professionally to both technical and non-technical users.
• Demonstrate initiative, sound judgement and a willingness to support team members in delivering outcomes.
• Effectively organise and prioritise their workload, making decisions within their area of responsibility and adapting to changing priorities.
• Interpret and provide advice based on policy, procedures and business requirements, while identifying opportunities for continuous improvement.
• Contribute to project work and other team activities as required.

Security Clearance

Applicants must be able to obtain and maintain a security clearance at “Negative Vetting Level 1”.

The Department of Defence employs around 18,000 Australian Public Service (APS) employees. Defence APS employees work in a wide variety of critical roles, Australia wide, enabling our three services Navy, Army and Air Force, to do their job. Defence has a range of Australian Public Service (APS) career opportunities that offer interesting, challenging, and unique work. Our workforce includes administrative support, accountants, intelligence analysts, engineers, policy advisors, graphic designers, lawyers, social workers, IT specialists and contract managers to name a few. We offer a rewarding career that includes professional development, work-life balance, recognition, a flexible and supportive work environment and a diverse workforce. To find out more about a career with Defence please visit https://www.defence.gov.au/jobs-careers