IT Support & Endpoints Officer – Level 1
Are you a tech enthusiast ready to take on your next challenge in a supportive and high performing team? CoAct is looking for an IT Support & Endpoints Officer, to serve as the first point of contact for all IT and systems access issues, incidents, and service requests. In this role, you will log, monitor, and track each request through to resolution, ensuring a seamless support experience across CoAct.
About the Role
In this role, you will play a key part in delivering reliable and efficient IT support across CoAct and our Service Partners by providing first-level IT support for PCs and devices, including mobile phones.
Your key responsibilities include but are not limited to:
- Efficiently manage the end-to-end processing of user access requests, including changes and deactivations within timeframes
- Respond to calls, emails and access requests in a timely manner.
- Utilise remote support tools to troubleshoot issues efficiently and effectively.
- Clearly capturing and documenting stakeholder issues including ticket notes, client information and configurating items, ensuring they’re up to date.
- Escalate any issues to appropriate System Provider for second level support.
- Ensure all IT calls and emails are responded to, resolved and closed in a timely manner while also keeping stakeholders informed of the progress.
A Little About You
- Excellent communication skills and ability to present complex technical issues in ways that are easily understood.
- Take a proactive approach to delivering support, consistently seeking opportunities to improve and enhance the customer experience.
- Ability to build rapport and communicate effectively with stakeholders, striving to provide high standards of customer service.
- Efficient task prioritisation and time management skills to meet deadlines.
- Hold hands-on experience support L1 & L2 tickets for devices and applications such as Office 365, SharePoint, OneDrive and Teams.
- Strong aptitude in OS repairs, spyware and virus removal, hardware, upgrades and troubleshooting.
- Hold a degree or tertiary diploma with IT or relevant field.
Location: This is a work-from-home (WFH) position, with travel to our Stones Corner office as required. The successful candidate must maintain an appropriate and safe workstation at home.
What Can We Offer?
- Part-time permanent opportunity, working on a 0.5 FTE basis.
- Flexible working arrangements.
- Ability to distribute working hours over 3-4 days per week.
- Salary packaging available up to $15,900 per annum (tax-saving benefit).
- Additional wellbeing leave (extra 13 days on top of your annual and personal leave).
- Corporate health insurance discounts.
Why Join CoAct?
At CoAct, you’ll join a purpose-driven organisation that continues to grow, evolve and create meaningful impact across communities throughout Australia.
We are passionate about empowering everyday Australians through employment services and community activation programs, while fostering an inclusive, supportive and forward-thinking culture where our people are encouraged to thrive, grow and make a genuine difference.
The CoAct Way
The CoAct Way represents who we are, how we work and what we strive to achieve together. It guides the way we support one another, work with our partners and deliver outcomes for our communities.
- We are purpose-driven – we are united by a shared commitment to creating positive impact.
- We collaborate – we value teamwork and believe we achieve more when we work together.
- We think boldly – we embrace curiosity, innovation and new ways of thinking.
- We are good humans – we lead with kindness, inclusion, respect and integrity.
- We make it happen – we take ownership and deliver outcomes that matter.
Your Next Steps
Thank you for your interest in this opportunity. Keep in mind when applying: it’s not just about what you know, but the unique value you can bring to our team! To apply, we kindly request that you submit your resume and cover letter via the “Apply Now” button.
Diversity and inclusion are at our core. We welcome applicants of all backgrounds, including race, religion, gender identity, sexual orientation, disability, and age. If you are interested, we want to hear from you. We are proud to be a disability-friendly company!
If you have any questions about the position or the application process, or if you require an adjustment to be made during the recruitment process (including alternate formats), please do not hesitate to contact our Recruitment Specialist, Kat, at [email protected].
All applicants may undergo a criminal history verification, along with other required checks, including but not limited to the NDIS screening clearance and Working with Children Check, during or immediately after the recruitment process is concluded.
