Level 1 ICT Helpdesk

2 weeks ago

Canberra, ACT, Australia Penten Pty Ltd Full time

So that we can assess your suitability, please provide the following:

  • Resume
  • Clearly outline your Australian citizenship

Please note this position requires you to be an Australian Citizen with a current NV1 clearance, and the ability to obtain a government security clearance at the NV2 level.

Position Overview

As the level 1 ICT helpdesk, you are responsible for being the initial point of contact for all ICT related issues within Penten. Your primary responsibility will be to provide technical assistance and support to end-users, ensuring prompt resolution of their ICT problems.

Duties, Responsibilities and Accountabilities

  • Respond to ICT support requests via various channels such as phone calls, emails, or Jira (ticketing system), and provide timely assistance to resolve technical issues.
  • Diagnose and troubleshoot hardware, software, and network problems encountered by end-users. This may include desktops, laptops, printers, mobile devices, and basic network connectivity issues.
  • Provide guidance and support to end-users on the use of various software applications, operating systems, and other ICT tools.
  • Assist in the creation, modification, and deletion of user accounts, passwords, and access permissions according to established policies and procedures.
  • Create and maintain accurate records of ICT support requests, resolutions, and troubleshooting procedures. Update knowledge base articles and FAQs to facilitate self-service support for end-users.
  • Escalate unresolved issues to senior members of the ICT team, or Deputy CIO & CSIO while ensuring proper communication and follow-up with end-users.
  • Assist in the installation, configuration, and deployment of software applications and hardware devices as needed.
  • Promote IT security best practices among end-users and enforce compliance with company policies regarding data protection and cybersecurity.
  • Conduct training sessions or create user guides to help end-users become more proficient in using ICT systems and tools.
  • Proactively identify recurring technical issues or inefficiencies in ICT support processes and propose solutions for improvement.
  • Other tasks as directed within the persons skills, competency, experience, and capabilities.

Skills and Attributes

  • Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users in a clear and concise manner.
  • Strong customer service skills with a focus on providing a positive support experience to end-users.
  • Analytical mindset with the ability to identify root causes of IT issues and develop effective solutions.
  • Ability to collaborate with other ICT team members and escalate complex issues when necessary.
  • Ability to prioritise and manage multiple ICT support tasks efficiently to meet business expectations.
  • Resilient and the ability to work in a fast paced and constantly changing environment.

Qualifications, Knowledge and Experience

  • Experience in troubleshooting basic ICT problems related to hardware, software, and networking. Familiarity with operating systems (e.g., Windows, macOS) and productivity software (e.g., Microsoft Office Suite).
  • Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are preferred.
  • Vocational education certificate in Information Technology or a degree in Information Technology or related field highly desirable

For more information, please email us at:

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