Job Summary
The IT Support Specialist provides technical assistance to employees and users by diagnosing, troubleshooting, and resolving hardware, software, network, and system issues. The role ensures reliable IT operations, maintains end-user devices and systems, and delivers timely and professional technical support in accordance with organisational policies and security standards.
Key Responsibilities
- Provide first- and second-level technical support to users through phone, email, chat, and in-person channels.
- Diagnose and resolve hardware, software, operating system, and connectivity issues.
- Install, configure, maintain, and troubleshoot computers, laptops, printers, mobile devices, and other IT equipment.
- Set up and configure user accounts, workstations, applications, and peripherals.
- Manage user access, passwords, permissions, and account-related requests.
- Support Windows, Microsoft 365, Active Directory, and common business applications.
- Troubleshoot LAN, Wi-Fi, VPN, internet, and basic network connectivity issues.
- Log, track, prioritise, and resolve incidents and service requests through an IT service-management system.
- Escalate complex technical issues to infrastructure, network, cybersecurity, or application teams when required.
- Maintain accurate records of IT assets, equipment, software, and support activities.
- Perform software installations, updates, patches, and system upgrades.
- Assist with onboarding and offboarding employees by preparing equipment and managing system access.
- Monitor IT systems and identify recurring technical problems.
- Assist with data backup, recovery, cybersecurity, and endpoint protection procedures.
- Develop and maintain technical documentation, knowledge-base articles, and troubleshooting guides.
- Provide users with guidance and basic IT training.
- Follow organisational IT policies, security procedures, and Australian privacy and data-protection requirements.
Requirements
- Diploma or bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
- Proven experience in IT support, help desk, desktop support, or a similar technical role.
- Strong knowledge of Windows operating systems and Microsoft 365.
- Experience with Active Directory and user account administration.
- Knowledge of computer hardware, software, networking, and troubleshooting.
- Familiarity with IT service-management and ticketing systems.
- Strong problem-solving and analytical skills.
- Excellent communication and customer-service abilities.
- Ability to explain technical issues clearly to non-technical users.
- Strong attention to detail and ability to manage multiple support requests.
- Ability to work independently and as part of an IT team.
Preferred Qualifications
- CompTIA A+, Network+, Microsoft, ITIL, or other relevant certifications.
- Experience with Microsoft Intune, Entra ID, Azure, or endpoint-management solutions.
- Knowledge of basic cybersecurity and endpoint security practices.
- Experience with remote-support tools and IT asset-management systems.
- Familiarity with Australian privacy, cybersecurity, and workplace IT requirements.
- Experience supporting hybrid or remote work environments.
- Australian work rights or an appropriate Australian work visa.
Key Skills
IT Support | Help Desk | Desktop Support | Technical Troubleshooting | Windows | Microsoft 365 | Active Directory | Entra ID | Networking | Wi-Fi | VPN | Hardware Support | Software Support | ITSM | Ticketing Systems | IT Asset Management | Cybersecurity | Microsoft Intune | Customer Service | Incident Management | Remote Support
Pay: $72,000.00 per year
Benefits:
- Dental insurance
- Free drinks
- Free food
- Maternity leave
Work Location: In person
