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About the Role

The Technology Support & Enablement Team (TSE) is responsible for providing project and operational support, including troubleshooting hardware and software issues for all AFP end users nationally and internationally. The team supports AFP operations and assists with the implementation and support of AFP projects. TSE staff participate in AFP Projects and may be required to deploy overseas in an ICT capacity. You will contribute to achieving outcomes in accordance with the regulatory framework, the AFP Code of Conduct, and AFP Governance Instruments.

Responsibilities

Address customer support requests and ensure timely and satisfactory resolution.
Procure, provision, configure, and set up equipment, ensuring proper functionality and connectivity.
Participate in equipment moves, adds, and changes.
Collaborate with internal ICT teams to ensure high service delivery levels.
Assist with planning future AFP desktop environments.
Monitor desktop infrastructure performance and implement improvements.
Maintain currency in information technology processes and technical knowledge.
Provide remote and desk-side support to AFP customers.
Collaborate with less experienced team members, acting as a mentor and escalation point.
Ensure assigned tickets are regularly reviewed, actioned, and updated.
Take a lead role in handling complex team queries.

Requirements

Must be an Australian Citizen at the time of application.
Must possess or be able to obtain a Negative Vetting 1 (Secret) security clearance.
Minimum of 4 years of experience in desktop support roles.
Proven experience in engaging and managing stakeholders.
Confident communicator comfortable speaking with people at all levels of the business.
Ability to prioritize team workload based on service delivery priorities.
Ability to troubleshoot hardware and software issues.
Ability to develop and guide team members in a mentoring and advisory role.
Ability to prepare and maintain technical documents, system documentation, and knowledge articles.
Proven track record in delivering a high level of customer service.
Ability to determine customer needs.
Self-motivated, able to use initiative, be innovative, and have a strong commitment to achieving team objectives.

Skills

Windows 10 & 11 desktop administration
Microsoft systems and tools (Windows, Active Directory, SCCM, Office, Exchange, Teams)
Scripting and automation using PowerShell
M365 support and administration
Basic project management for small projects
Ability to contribute to management reports

Location

NSW
WA
Sydney Headquarters
Perth AFP Headquarters

Work Type

Ongoing Full time
Limited work from home flexibility

Experience Level

Senior Team Member

Salary/Compensations

Band 06 ($111,861.00 - 123,420.00)

Benefits

Six weeks (30 days) of paid annual leave per year + additional paid Christmas stand down
4 extra days of mandatory rest leave per year
18 days of paid personal leave per year
Generous superannuation of 15.4%
18 weeks paid Parental Leave for Primary Caregiver (and 14 weeks for Secondary Caregiver) + additional unpaid leave entitlements for up until 24 months from the child’s date of birth or placement
Generous salaries and incremental salary progression governed by the AFP Enterprise Agreement
Flexible and hybrid working arrangements that support work-life balance
Health & wellbeing services – with a focus on early intervention, education and prevention
Access to ongoing training and professional development opportunities

About the Company

The mission of the Australian Federal Police is to provide dynamic and effective law enforcement to the people of Australia.
It provides policing throughout Australia in relation to the prevention and detection of crimes against the Commonwealth, its laws and integrity, and community police services to the Community of the ACT.
Working for the AFP provides you with a diverse and rewarding career.
Whether you immerse yourself in a position on the frontline, or provide critical operational or professional support, the work you do makes a big impact on the people of Australia.

Equal Opportunity

We value the different perspectives, approaches and lived experiences of our people, and recognise that our collective intelligence and diversity is what makes us stronger.
We encourage applications from people from all walks of life, including people from culturally and linguistically diverse backgrounds, First Nations people, women, the LGBTQIA+ community and people with disability.