• Help firefighters save lives and property by joining Fire and Rescue NSW’s IT Service Desk!
• Temporary Full-Time (up to June 2026), and a talent pool will be created for future temporary and ongoing opportunities

• Clerk Grade 5/6 – Package up to $120,807 pa. Package includes salary range ($97,027 pa to $107,059 pa), plus employer's contribution to superannuation and annual leave loading

• Location: Greenacre (with minimum 3 days office based)

About the role:      

Provide broad-ranging Tier 1 support to users of the Fire and Rescue NSW IT Service Desk, troubleshooting and resolving issues of simple to moderate complexity across FRNSW’s ICT environment.

The IT Service Desk has a roster from 8 AM to 5 PM for taking support calls.

About you:

To be successful in the role you will have:

• Demonstrated experience in providing frontline IT support to users across multiple locations, platforms and technologies
• Good problem solving and customer service skills in order to assist FRNSW firefighters and corporate staff
• Capability to quickly adapt and respond during heightened response periods 
• Well-honed documentation skills for accurate recording in both ticket and knowledge documentation.

For more information on the role, please view the Technical Support Officer - Service Desk Role Description.

Should you require more information about this opportunity, please contact Emma Vickery, Manager IT Services on 0459 851 748.

About us:

FRNSW is one of the world’s largest urban fire and rescue services and is the busiest in Australia. Our overriding purpose is to enhance community safety, quality of life, and confidence by minimising the impact of hazards and emergency incidents on the people, property, environment and economy of NSW.  We are prepared for anything – helping anyone, anywhere, anytime.

Visit our Careers Page to learn more about Fire and Rescue NSW.

What we can offer:

• Work-life balance and flexible working arrangements
• Modern buildings and facilities
• Activity based working environment
• Free on-site gym and parking
• Ongoing training and development

Our commitment to diversity:

Great people come from all walks of life and at Fire and Rescue NSW we are committed to creating a diverse, inclusive and flexible workforce which reflects the community we serve.

We welcome people with diverse experience, skills and backgrounds, and encourage applications from Aboriginal or Torres Strait Islander peoples, individuals who identify as LGBTIQ, people with disability, people with culturally and linguistically diverse backgrounds, and people of all ages.

If you are a person with disability and require specific arrangements to participate in the recruitment process, please contact the FRNSW Talent Acquisition Team by email at recruitment@fire.nsw.gov.au

How to apply:

To be considered for this role, please provide an up-to-date resume and cover letter detailing your skills and experience as relevant to this role.

Please answer the following two targeted questions. It is recommended you draft your responses in a Word document then paste into the required field in the online application.

1. Outline your experience providing IT support on an IT service desk. Your response should include your ability to address common support queries across a broad range of IT systems, as well as your proven skills in diagnosing and rectifying complex incidents using both written and verbal communication skills (maximum 400 words).

2. Describe a situation where you had to solve a challenging ICT issue on a service desk involving an unfamiliar system without documentation or a known expert. Detail how you used your troubleshooting, research, and communication skills to resolve the issue (maximum 400 words).

Visit the PSC website for helpful information on writing your application: https://iworkfor.nsw.gov.au/writing-your-application

Applications close: 11:55 PM Sunday, 23 March 2025

A talent pool may be created for ongoing and temporary opportunities of the same role or role type which become available over the next 18 months.