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User Support Officer


Location: Canberra

Job Type: Full time


Acknowledgement of Country

CSIRO acknowledges the Traditional Owners of the land, sea and waters, of the area that we live and work on across Australia. We acknowledge their continuing connection to their culture and pay our respects to their Elders past and present. View our vision towards reconciliation

Child Safety

CSIRO is committed to the safety and wellbeing of all children and young people involved in our activities and programs. View our Child Safe Policy.

The Opportunity

The Atlas of Living Australia (ALA) is Australia's national biodiversity data infrastructure funded by the National Collaborative Research Infrastructure Strategy (NCRIS) and hosted by CSIRO. Our vision is to deliver trusted biodiversity data for Australia supporting world-class research and more effective decision-making. The ALA provides biodiversity data and related products and services to over 90,000 users in research, government, industry, and the public. As the Australian node of the Global Biodiversity Information Facility the ALA ensures that Australian biodiversity is accessible globally.

The Atlas of Living Australia is seeking a talented technical communicator to join the Data and Support team to aid in the delivery of effective and timely helpdesk support to the ALA’s users.

The ALA’s operations teams are responsible for the timely support and maintenance of the ALA’s IT infrastructure including ensuring user needs are adequately met.

In this role you will have the opportunity to actively contribute to the quality of services delivered to users by participating in applying adaptive and innovative solutions to complex and ambiguous issues across the multiple applications that make up the ALA.

Your duties will include:

  • Delivering first contact application support to provide both response and resolution in a timely manner to incidents and requests;
  • Analysing, classifying and transferring service tickets to relevant support groups via the service management toolset;
  • Applying known solutions to customer reported issues;
  • Developing and maintaining relationships within the ALA, CSIRO and with external communities and individuals to ensure the delivery of best practice service;
  • Contributing positively to stimulate and promote a team approach, and develop sound working relationships with users;
  • Keeping management and other team members informed of progress and issues;
  • Identifying tasks/issues that cannot be resolved and referring them to senior ALA staff and/or Technical Specialist Teams; And
  • Maintaining and creating knowledgebase content.

Location: Black Mountain ACT

Salary: AU$68,148 - AU$86,733 plus up to 15.4% superannuation

Tenure: Specified term of 5 years

Reference: 92692

To be considered you will need:


  • A formal tertiary qualification in an Information Technology field, or equivalent Information Technology experience;
  • Demonstrated experience in a customer service environment and supporting a broad range of IT services, including:
    • Access and account management;
    • Troubleshooting functionality, browser issues and walking clients through the steps of a particular task;
    • Logging application issues for development;
    • Maintaining and creating procedures and documentation.
  • Demonstrated experience in the use of one or more Helpdesk solutions;
  • A strong service delivery focus, including excellent oral and written communication skills and effective interactions with clients regardless of their levels of IT skill and experience; And
  • A proven track record as team player showing initiative, self-motivation, plus an ability and willingness to perform with minimal supervision and follow defined procedures accurately and consistently.


  • Experience in data analysis and processing;
  • Experience in or exposure to biodiversity and/or ecology related science;
  • Experience working in distributed and diverse teams.

For full details about this role please review the Position Description.


Applications for this position are open to Australian/New Zealand Citizens and Australian Permanent Residents. Appointment to this role is subject to provision of a national police check and may be subject to other security/medical/character requirements.

Flexible Working Arrangements

We work flexibly at CSIRO, offering a range of options for how, when and where you work.

Diversity and Inclusion

We are working hard to recruit people representing the diversity across our society, and ensure that all our people feel supported to do their best work and feel empowered to let their ideas flourish.


At CSIRO Australia's national science agency, we solve the greatest challenges through innovative science and technology. We put the safety and wellbeing of our people above all else and earn trust everywhere because we only deal in facts. We collaborate widely and generously and deliver solutions with real impact.

CSIRO is committed to values-based leadership to inspire performance and unlock the potential of our people.

CSIRO is committed to the safety and wellbeing of all children and young people involved in our activities and programs, whether we are undertaking research, engaging with the public or nurturing future scientists in person or online. Source – CSIRO Child Safe policy 2023

Join us and start creating tomorrow today!

How to Apply

Please apply on-line and provide a cover letter and CV that best demonstrate your motivation and ability to meet the requirements of this role.

Applications Close

28th May 2023, 11:00pm AEST/AEDT