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Technical Support Officer - job post

Department of Customer Service
3.9 out of 5 stars
Sydney NSW•Hybrid work
$99,938 - $113,579 a year - Full-time
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Job details

Pay

  • $99,938 - $113,579 a year

Job type

  • Full-time

Location

Sydney NSW•Hybrid work

Full job description

Department of Customer Service

Reference number
req51988
Occupation
Help Desk/Support Services
Work type
Full-Time
Location
Sydney City
Salary Information
$99,938-$110,271 per annum + Super
Closing date
28 August 2026 at 10:00am


Technical Support Officer
  • Join SafeWork NSW and help empower data-driven decision making across the organisation.
  • Clerk 5/6 with a salary range of $102,936 to $113,579 plus super
  • Ongoing full-time opportunity based in Parramatta, Sydney or Gosford with hybrid and flexible working options available
About us
SafeWork NSW is the state's workplace health and safety regulator. Our mission is to reduce work-related fatalities, injuries and illnesses by ensuring workplaces comply with work health and safety laws. We achieve this through a mix of responsive and proactive programs targeting high-risk areas across all industries, aligned with our strategic plan and regulatory priorities.
The Technical Support Officer joins a collaborative team responsible for supporting the organisation's reporting, analytics and information systems. The team provides technical support, system administration, user access management and operational support to ensure staff can effectively access and use data and reporting tools. Working alongside ICT teams, data specialists and vendors, the team plays a key role in maintaining reliable and secure business intelligence services.
About the role:
As a Technical Support Officer, you will provide frontline and second-level support for users experiencing issues with data systems, reporting platforms and associated applications. You will diagnose, troubleshoot and resolve technical incidents and service requests, manage user accounts and access permissions, coordinate system onboarding and equipment set-up, and maintain support documentation and knowledge resources. You will monitor, escalate and track issues to resolution, working closely with ICT teams, system administrators, data specialists and vendors to ensure reliable, secure and efficient service delivery. The role also supports users through guidance, training and advice to maximise the effective use of reporting and information systems.
Key Responsibilities:
  • Provide timely support and resolution of user enquiries relating to Qlik, Power BI and other data products.
  • Manage user access and permissions while ensuring compliance with privacy, security and data governance requirements.
  • Coordinate ICT and BI platform set-ups, monitor system performance and assist in maintaining service continuity.
  • Develop and maintain user guides, knowledge articles and support documentation.
  • Deliver training and guidance to users to improve capability and confidence in BI tools.
  • Identify opportunities to enhance support services through automation, knowledge management and process improvements.
  • Collaborate with internal and external stakeholders to escalate and resolve technical issues effectively.
To learn more about the role, please
About You:
To be successful in this role, you will bring:
  • Experience providing technical support in a customer-focused environment.
  • Knowledge of business intelligence and reporting platforms such as Power BI, Qlik or similar technologies.
  • Strong problem-solving and troubleshooting skills with the ability to analyse issues and identify practical solutions.
  • Excellent communication skills and the ability to explain technical concepts in a clear, user-friendly manner.
  • Experience managing competing priorities and delivering quality outcomes within agreed service levels.
  • A commitment to continuous improvement and enhancing user experience through innovative solutions.
How to apply:
Click ‘Apply Online’ to access our application portal and submit your application. Your application should include your resume outlining your capabilities and experience relevant to the role and a cover letter that outlines how you have analysed a business process, system issue or service delivery change and used stakeholder input, data or evidence to recommend a practical improvement.
Application closing date: Friday 28 August 2026 (9:59am)
For enquiries relating to the role and recruitment, please contact Sharlene Fouzder at sharlene.fouzder@safework.nsw.gov.au
Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact Sharlene Fouzder at sharlene.fouzder@safework.nsw.gov.au
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
A talent pool may be created to fill future ongoing and temporary opportunities for a period of up to 18 months.
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