Helpdesk Level 2

Overview

As a Help Desk Agent – Level 2 you will provide 1st and 2nd level support to our admin and therapy staff all across Australia. You're the vital point of contact for technology-related issues, providing support via phone and remote access.

Your goal is to ensure that our therapists can help people of all ages achieve greater independence and wellbeing. We believe in a world where all children reach their potential and find their place in a community that respects and values diversity. Behind every successful therapy session is a reliable tech environment—and that's where you come in providing timely and effective support, minimizing disruptions. As you gain experience in a national enterprise, there will be opportunities to grow into other roles within a national enterprise IT team.

Responsibilities

- Troubleshoot basic technical problems reported by users.
- Receive, log, and manage support tickets in an enterprise ticketing system.
- Support and mentor your level 1 helpdesk peers.
- Communicate with users to gather information about their technical issues, provide updates on the status of their tickets, and offer guidance on resolving common problems.
- Contribute to building and updating a knowledge base by documenting solutions to frequently encountered issues.
- Provide excellent customer service by being patient, empathetic, and able to explain technical concepts in a clear and understandable manner to users with varying levels of technical expertise.
- Create training materials and documentation for users to help them become more self-sufficient in solving common technical problems.

Work Schedule

This is a full-time role, working across a rotating roster from Monday to Friday.

Skills you'll bring

- An eagerness to learn and grow in a purpose-driven organisation.
- A clear communicator who thrives in a collaborative environment.
- Excellent customer service skills.
- Previous helpdesk experience is essential with enterprise experience highly regarded.
- A strong understanding of the Windows operating system and Microsoft Office Suite.
- Experience in onboarding/offboarding and access management.
- IT certifications (e.g., CompTIA A+, Microsoft Fundamentals) are highly regarded.
- Have strong problem-solving skills to quickly assess situations, analyse information, and develop solutions to resolve technical issues.
- Attention to detail.
- Effective time management skills.
- Be adaptable and willing to learn new tools, technologies, and processes.
- Compliance Requirement: Must be an Australian Citizen or a Permanent Resident.

What's in it for you?

- Support of a national IT team
- Career growth and progression options across multiple business lines
- Employee benefits: Discounted health insurance, wellbeing program, purchased annual leave
- A flexible and inclusive work environment
- Opportunities for professional development
- A chance to make a meaningful impact in the therapy services sector

About Us

At Early Start Australia, we're more than just a workplace—we're a community. We are a values-driven culture focused on inclusion, innovation, and impact. You'll be part of a supportive team that values innovation, collaboration, and continuous improvement.

When you join ESA (an APM Brand), there's an opportunity to grow your career in Human Services, across multiple global brands and geographies. You can expect a great work-life balance, extensive learning opportunities, mentoring, networking programs and employee benefits. But most of all you can expect to make a lasting impact on the lives of others, who rely on our services.

At APM we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. We encourage applications from people of all ages, nationalities, abilities and cultures including indigenous peoples, the LGBTQI+ community and people with a disability.

Ready to Join?

Click APPLY now and complete your application through our online recruitment platform.

#J-18808-Ljbffr

---