IT Field Technical Support Officer

About this role

CFA is an emergency service that places the community at the centre of everything we do. We work to protect lives and property across Victoria, every hour of the day.

Our organisation is made up of employees working alongside more than 51,000 volunteers. We value the different skills, experience and viewpoints that people bring, because they strengthen how we operate and support the services Victorians rely on.

We aim to be a workplace where people feel supported to do meaningful work, develop professionally and contribute to outcomes that matter to the people and places we serve.

To learn more about who we are and the work we do, visit our About Us page.

About the Role

At CFA, technology plays a critical role in supporting our volunteers and emergency services personnel to protect lives and communities. We're seeking a customer-focused IT Field Technical Support Officer to provide hands-on technical support across a diverse ICT environment that operates 24/7.

This is more than a traditional IT support role. You'll work directly with CFA members across the South East region, Dandenong, Warragul, Morwell, Sale and Bairnsdale), ensuring critical systems remain operational when they are needed most. From supporting frontline emergency operations and Incident Control Centres to deploying new technology and resolving complex technical issues, you'll make a tangible difference to the communities we serve.

About you

As an IT Field Technical Support Officer, you will provide expert technical support across a broad range of ICT services including computers, mobile devices, printers, applications, telephony and network environments. You'll troubleshoot issues, manage service requests, deploy new technology and contribute to maintaining reliable and secure ICT services across CFA.

Working both independently and as part of a collaborative team, you'll deliver exceptional customer service while supporting business-as-usual operations, emergency incidents and pre-season readiness activities. Frequent travel across Victoria, including overnight stays, is a key requirement of the role.

Key Selection Criteria involves the following

• Tertiary qualification in Information Technology or related field and/or proven experience in a similar role.
• Demonstrated experience in a similar ICT support role providing level 1 and/or level 2 both onsite and online within an ITIL Help Desk environment and experience with ITSM tools.
• Demonstrated ability to work with minimal supervision and collaboratively as part of a team. Strong customer-oriented approach and experience building and maintaining effective stakeholder relationships.
• Excellent communication and interpersonal skills with the ability to build and maintain relationships at all levels within the organisation.
• Experience with problem identification including logging, escalation and coordination with team members and other ICT support areas.
• High level diagnostic, problem-solving and troubleshooting skills to diagnose and resolve issues.
• Experience with ServiceNow, Microsoft Enterprise and ITIL desired.

Why choose CFA

• Meaningful Purpose: Your contribution truly makes a difference
• Work-Life Balance: Paid parental leave, generous leave provisions
• Flexibility: Hybrid work options with flexible work arrangements
• Discounts: Emergency Memberlink discounts on various services
• Wellbeing Focus: Health Ready programs, flu vaccinations
• Member Assistance Program: Access support across 8 service pathways

Your Application

Click the ‘Apply' button to access our online application portal. You will be prompted to provide your personal and contact details and to respond to employment-related questions. When applying for a position with CFA, please include a cover letter (no more than 2 pages) and resume that clearly demonstrate your qualifications, experience and the key attributes and skills relevant to the role.

Pre-employment Checks

Offers of employment will only be made to candidates who are able to successfully complete a Nationally Coordinated Criminal History Check, Working Rights Check and hold a valid Working with Children Check.  You will also be required to provide at least two professional references.

Applications close: 11:59pm 7^th July 2026

What to expect from our recruitment process

CFA is committed to creating and maintaining a diverse, inclusive, and safe volunteer and work environment. Our aim is to have a volunteer and paid workforce that reflects the community it serves.  First Nations people, women, people of all ages, with disabilities and culturally and linguistically diverse people are encouraged to apply. 

If at any stage of the recruitment and selection process you require an alternative format to the application material or reasonable adjustment to the interview arrangements, please don't hesitate to contact the person listed on the ad or alternatively, email recruitment@cfa.vic.gov.au

The Country Fire Authority (CFA) values your privacy. We will use the information you provide when you are applying for employment with us for the purpose of recruitment, selection, evaluation and appointment and to report on anonymised key metrics (e.g. diversity). The information we collect will be handled in accordance with privacy laws, including the Privacy and Data Protection Act 2014. You can view our Privacy Statement here. For access and correction of the information we have collected, contact recruitment@cfa.vic.gov.au