IT Helpdesk Support Level 2

About the role

MacKillop Family Services is looking for an experienced, customer-focused and technically skilled IT Support Specialist, Level 2, to join its Information Technology team. Reporting to the IT Service Delivery Manager, the role provides advanced technical support across the organisation and acts as an escalation point for complex incidents and service requests. It suits someone who combines strong troubleshooting with good customer service, security awareness and documentation skills, and supports a geographically dispersed workforce.

The position is permanent and full time, based in Blacktown, NSW, with flexibility to travel between sites as required.

Key responsibilities

• Support Microsoft 365 technologies, Microsoft Entra ID, Intune-managed devices, endpoint security, networking services, business applications and operational technology across multiple sites.
• Escalate complex incidents and service requests requiring deeper investigation and resolution.
• Contribute to service improvement, process optimisation, knowledge management and the ongoing enhancement of technology services.
• Manage competing priorities, communicate complex technical information clearly and take ownership of issues through to resolution.

Required profile

• At least two years of experience in a Level 2 IT Support, Service Desk, Desktop Support or Systems Support role.
• Relevant IT qualification, recognised industry certification or equivalent practical experience.
• Experience troubleshooting complex incidents across hardware, software, business applications, identity and access management, endpoint devices, printing and connectivity.
• Strong knowledge of Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive).
• Experience with Microsoft Entra ID (users, groups, MFA, access management) and Intune (deployment, compliance, configuration, application management).
• Knowledge of Windows 11 administration, endpoint security, patching and Microsoft Defender.
• Experience with ITSM systems and incident, request, change, problem, knowledge and asset management processes.
• Valid driver's licence, satisfactory criminal history check, valid Working with Children Check and valid NDIS Worker Screening Check.

What we offer

• Salary sacrifice up to $18,550 per year.
• Employee Assistance Program and hotline.
• Ongoing professional development, learning and certification support.