Title: End User Technical Support Consultant
About us
We create thriving places and connected communities. We bring together transport, planning, land use, precinct and policy functions in a single department to deliver the best outcomes for Victorians.
Together with our portfolio agencies, we are responsible for planning, building, operating and maintaining Victoria’s transport, planning and land services for use by all.
We foster a safe, inclusive and constructive place to work.
About the group
Investment and Technology leads and manages the investment lifecycle; drives commercial advice & negotiations to facilitate reform; and enables core delivery through Finance, Procurement & Enterprise Technology.
About the Role
The End User Technical Support Consultant reports to the End User Support (EUS) Technical Support Team Leader within Enterprise Technology, plays a critical role in delivering both first and second level support, specialising in onsite support for all DTP-issued laptops, desktops, printers, and mobility solutions within the corporate standard operating environments (SOE). This position serves as a primary escalation point for complex hardware/software incidents that cannot be resolved at the initial support level, ensuring efficient diagnosis and resolution of technical issues. Additionally, the consultant manages the fulfillment of new hardware and software requests, maintaining seamless end-user operations and supporting organisational productivity.
To access the Position Description, please click here.
We are seeking a proactive professional who applies critical thinking to resolve complex issues, confidently navigates digital and technological tools, and tailors communication to meet the needs of diverse stakeholders and customers. You will work collaboratively to drive continuous improvement, create a strong sense of purpose, and deliver meaningful outcomes aligned to organisational priorities and community impact.
Position Outcomes / Accountabilities
- Use professional judgment to deliver high-quality first and second level ICT support for DTP-issued devices, ensuring users can access applications and services efficiently through appropriate hardware and software.
- Provide excellent customer service by resolving issues effectively using end-to-end incident and problem management, enabling staff to work smoothly with their ICT devices.
- Identify and analyse recurring technical problems, developing innovative solutions to prevent future incidents and improve IT infrastructure services.
- Offer clear advice to stakeholders to help them choose the right ICT devices and systems that meet their business needs and goals.
- Support and train team members, maintaining accurate documentation of work instructions to ensure quick and effective incident resolution across the team.
SFIA (Global Competency Framework)
- Incident Management (SFIA Level 3) - Prioritises and diagnoses incidents using established procedures and tools, ensuring timely resolution. Escalates complex issues appropriately and maintains clear communication throughout the process. Contributes to identifying recurring problems to support ongoing service improvements.
- Customer Service Support (SFIA Level 3) - Serves as a routine contact for customers, handling a variety of inquiries and service requests efficiently. Provides clear guidance and escalates issues when needed to ensure customer satisfaction. Builds positive relationships by delivering consistent and professional support.
Qualifications and Experience
- ITIL v3/ v4 Foundation Certified. (mandatory)
- Solid understanding of Information Technology Infrastructure Library (ITIL). (mandatory)
- Knowledge of operating systems, and application security best practices (mandatory)
- Related IT hardware and software training or equivalent work experience (mandatory)
- Tertiary degree or diploma in a relevant field. (desirable)
Culture Value
We welcome applicants from a diverse range of backgrounds representing the community that we serve, including veterans, parents, carers, First Peoples, people with disability, multicultural, multifaith and LGBTIQA+ individuals.
As an equal opportunity employer, we are committed to fostering a safe, inclusive, and high-performance culture. Through shared actions and behaviours aligned with our strategy and direction, we empower our people to thrive and meaningfully contribute to the department’s goals.
What we offer
Working at the Department of Transport and Planning provides people with the opportunity to contribute to creating thriving places and connected communities for all Victorians.
For further details please refer to Careers at the Department of Transport and Planning.
Pre-employment checks and employment conditions
All new appointments to the department will be subject to a National Criminal Records Check, Misconduct Screening, and a Qualification Check where there is a requirement for a mandatory qualification. Information provided to the Department of Transport and Planning will be treated in the strictest confidence consistent with the requirements of the Privacy and Data Protection Act 2014.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa necessary for the nature of the position.
Recipients of Victorian Public Service (VPS) voluntary departure packages should note that re-employment restrictions apply.
Non-VPS applicants will be subject to a probation period of six months.
How to apply
Click the ‘Apply’ button to be redirected to our recruitment platform, where you may need to create an account to submit your application.
If have any issues, click here for Quick Reference Guide on how to apply.
Applications close at 11.59pm on Thursday, the 12th of February 2026.
Please include both your resume and a cover letter. All applications must be submitted via the online portal, we’re unable to accept email or manual submissions.
For further information about the role, please contact Quentin Apelu, Manager ICT Workplace Services via Quentin.apelu@transport.vic.gov.au.
Important Information:
If you require any adjustments to fully participate in the recruitment process, or need the advert or attachments in an accessible format (e.g., large print), please contact us by phone or email. We're here to support you.
