Intermediate Service Desk Technician

Job Category: IT & Sales Ops

Requisition Number: INTER004184

Posted: January 10, 2025

Employment Type: Full-Time

Location: Sydney, 127 Blues Point Road, McMahons Point, NSW 2060, AUS

Info-Tech Research Group delivers impartial, highly pertinent IT research, enabling CIOs and IT leaders to make well-informed, strategic decisions. We are currently serving over 30,000 professionals and collaborate closely with IT teams, equipping them with actionable tools and expert guidance to drive measurable results and enhance technology initiatives and organizational processes.

• We pride ourselves on consistent year-on-year growth, with double-digit growth even during a global pandemic.
• We are in the Top 3 on LinkedIn's Top Companies List in Canada.
• Info-Tech fosters a growth-focused, entrepreneurial culture with unlimited opportunities for professional growth and development.
• We provide financial support for professional development and training.

About the Role

We are seeking a highly motivated and skilled Intermediate Service Desk Technician to join our Service Desk team. The successful candidate will be responsible for a variety of technical support tasks which include user onboarding and offboarding, account management, hardware troubleshooting, and software support. This role is crucial in ensuring that our users receive prompt and effective support for their technical needs.

Key Responsibilities

• Providing support for incoming requests via Service Desk ticket, telephone, chat, and self-service portal.
• Prioritizing incidents and service requests within target SLA's.
• Recording detailed information into the Service Desk ticketing system.
• Providing support for laptops, printers, and peripheral devices including hardware and software setup and support.
• Facilitating the onboarding process for new employees by setting up necessary accounts and ensuring access to required systems.
• Efficiently managing the offboarding process, ensuring the timely deactivation of accounts and retrieval of company assets.
• Completing access requests, access changes, application provisions, password resets, and distribution list updates.
• Maintaining technical documentation via solution library with respect to installation of software, configuration of hardware, and troubleshooting.
• Managing hardware asset management and software licensing.
• Engaging vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Providing SharePoint support, including site creation, access, and content management.
• Creating and maintaining application deployments and OS patching.
• Providing Tier 3 End User support for applications used within the business, serving as the escalation point between the organization and vendors.
• Troubleshooting, researching, and resolving escalated technical problems and incidents.
• Working on projects and meeting timelines as necessary.
• Providing users with "How to" training on basic to intermediate application functions.
• Participating in after-hours rotation schedule (evenings, weekends, and holidays).
• Performing other duties as assigned by the Manager.

Experience and Qualifications

• Minimum of 3 years of experience in a service desk or technical support role.
• Proficiency in troubleshooting hardware and software issues.
• Experience with user account management and access control.
• Familiarity with ITIL processes and Service Desk ticketing systems.
• Strong communication skills and the ability to provide clear and concise instructions to users.
• Ability to prioritize tasks and manage time effectively.
• Experience with SharePoint, application deployments, and OS patching.
• Knowledge of hardware asset management and software licensing.
• Ability to work independently and as part of a team.
• Flexibility to participate in after-hours on-call rotation.

Skills

• Fluent in spoken and written English with strong written and verbal communication skills.
• Strong documentation skills with a desire to understand and follow processes.
• Ability to recognize and prioritize critical incidents in a fast-paced environment.
• Application support experience with Microsoft Productivity Suite.
• Excellent problem-solving skills.
• Intermediate to advanced knowledge of Windows 11 and Mac OS; O365 administration, Active Directory, Entra AD.
• Intermediate to advanced knowledge of InTune, Mosyle MDM.
• Intermediate to advanced knowledge of SharePoint.
• Intermediate to advanced knowledge of PowerShell Scripting.
• General understanding of network devices; routers, switches, and access points.

Education and Experience

• College/University diploma/degree in progress in a related field (Computer Systems not development/testing).
• 3 years of experience in a Service Desk role.
• Interest in working with technology (independent work).

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.