Help Desk Technician – Desktop Support (Level 1)

About the role

We are seeking a proactive Help Desk Technician to deliver Level 1 deskside support for end‑users in Torbanela, Australia. The role involves both onsite and remote assistance, ensuring smooth operation of desktops, laptops, printers, AV equipment and enterprise applications.

Key responsibilities

• Troubleshoot Windows 10/11 operating system, hardware and software issues.
• Install, configure and support desktops, laptops and peripheral devices.
• Provide onsite and remote end‑user assistance.
• Support Microsoft 365 applications such as Outlook, Teams, OneDrive, Word and Excel.
• Perform Active Directory tasks including password resets, account unlocks and group management.
• Diagnose LAN/Wi‑Fi/VPN and basic network connectivity problems.
• Configure and maintain printers, scanners, webcams, headsets and USB devices.
• Support AV/meeting‑room equipment, including Microsoft Teams Rooms and conference systems.
• Manage incidents and service requests via ServiceNow, Jira or Remedy, ensuring proper ticket updates and SLA compliance.
• Coordinate asset management and hardware replacement activities.

Required profile

• Strong troubleshooting abilities for Windows desktops and peripherals.
• Experience delivering both onsite and remote support.
• Familiarity with IT service‑management tools (ServiceNow, Jira, Remedy).
• Good communication skills and ability to follow ITIL‑aligned processes.

Required skills

• Windows 10/11 support
• Microsoft 365 & Teams
• Active Directory & basic Azure AD
• SCCM / Intune
• VPN and TCP/IP troubleshooting
• Printer and peripheral support
• Basic networking knowledge
• BitLocker management
• Remote support tools (AnyDesk, TeamViewer)