IT Helpdesk Support Officer

About the role

Join Redox’s IT team as a Helpdesk Support Officer, providing first‑ and second‑level assistance to internal users across a range of hardware and software platforms. You will work alongside experienced systems engineers and developers at the head office in Minto, South‑West Sydney.

Key responsibilities

• Answer incoming calls and monitor the IT helpdesk queue (Zendesk).
• Triage, troubleshoot and resolve desktop, laptop, printer, telephony, network and security issues.
• Escalate complex faults to senior engineers or external contractors.
• Log, update and close tickets in the helpdesk system.
• Perform user account adds, moves and changes in Active Directory and other IT systems.
• Install, maintain and monitor operating systems and software.
• Assist with IT procurement and maintain asset and licence records.
• Produce technical documentation and how‑to guides.

Required profile

• Minimum 1 year of experience in an IT Helpdesk role.
• Relevant tertiary qualification or certifications (e.g., Microsoft, Cisco).
• Strong communication and customer‑service skills.
• Ability to work independently and as part of a team.
• High attention to detail and solid problem‑solving ability.

Required skills

• Windows Server 2019 or later.
• Windows 11 desktop operating system.
• Microsoft Teams, Office 365 and Active Directory.
• Remote Desktop technologies.
• TCP/IP networking fundamentals.
• Cisco routers and switches (exposure).
• Hyper‑V virtualization.
• IP telephony (PABX, IPFX, IP phones).
• Printer hardware support.
• Adobe Acrobat.
• Mobile device support (Apple & Android).
• Zendesk ticketing system.

What we offer

• Hybrid work arrangement – a mix of on‑site and remote work after probation.
• Opportunity to work with the latest Microsoft and other leading technologies.
• Career development within a fast‑growing, ASX‑listed company.
• Better work‑life balance by avoiding a daily CBD commute.