IT Helpdesk Support Officer – Minto, South-West Sydney

About the role

Join Redox’s expert IT team as a Helpdesk Support Officer at the Minto head office. You will provide first‑ and second‑level support to internal users across a range of hardware, software and network services.

Key responsibilities

• Answer incoming calls and monitor the IT helpdesk queue.
• Triage, troubleshoot and resolve support requests.
• Escalate complex issues to senior Systems Engineers or external contractors.
• Log, update and close tickets in Zendesk.
• Perform user account adds, moves and changes in multiple IT systems.
• Install, maintain and monitor operating systems and applications.
• Assist with IT procurement and maintain asset and licence records.
• Produce technical documentation and How‑To guides.

Required profile

• Excellent communication, interpersonal and customer‑service skills.
• Minimum 1 year experience in an IT Helpdesk role.
• Tertiary IT qualification or relevant Microsoft/Cisco certifications.
• Strong knowledge of current Microsoft technologies.
• 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 newer)
• Windows 11
• Microsoft Teams
• Active Directory
• Office 365
• Remote Desktop technologies
• Network and TCP/IP fundamentals
• Apple and Android mobile devices
• Printer hardware
• Adobe Acrobat
• Zendesk ticketing system
• Optional: Cisco routers/switches, Hyper‑V, IP telephony (PABX, IPFX, IP phones), Windows Desktop Deployment

What we offer

• Hybrid work model – on‑site and remote after probation.
• Location in Minto, avoiding a long CBD commute.
• Opportunity to work with the latest Microsoft and industry technologies.