IT Support Specialist for Local Government

5 days ago

Melbourne, Victoria, Australia Public Sector People Full time
About the Role

This is a fantastic opportunity to gain hands-on experience in IT support within a local government environment.

Key Responsibilities
  • Provide first-level IT support to users via phone, email, or directly from staff at various sites.
  • Log and track service requests in the Service Desk Portal, ensuring all requests are updated in real-time.
  • Maintain high levels of customer service at all times, providing professional support through telephone, email, and walk-in requests.
  • Record assistance requests and actions taken in the Service Desk software.
  • Resolve technical issues at the first point of contact where possible, within time constraints.
  • Escalate unresolved issues to appropriate technical staff and ensure timely follow-up to completion.
  • Apply diagnostic procedures and tools to resolve technical problems effectively.
  • Resolve non-technical issues such as password resets and the supply of consumables.
  • Monitor assigned Service Desk calls and ensure responses are within agreed timeframes.
  • Support systems including Windows 10, Microsoft 365 (Exchange/Teams), Active Directory (AD), and Azure Directory.
  • Assist with imaging, deploying, and troubleshooting desktop and laptop hardware and peripherals.
  • Work with the Level 1 team for user onboarding and termination, ensuring smooth processes.
  • Assign and collect IT assets, ensuring accurate records are maintained in the asset database.
Essential Skills & Experience
  • Prior experience in IT support or customer service is preferred.
  • Familiarity with IT systems such as Windows 10, Microsoft 365 (Exchange/Teams), Active Directory, and Azure Directory.
  • Experience troubleshooting desktop and laptop hardware, peripherals, and software.
  • Strong communication skills and the ability to remain calm and professional under pressure.
  • Ability to work both independently and as part of a team, with a customer-first approach.
  • Strong organizational skills, attention to detail, and the ability to prioritize tasks effectively.
  • A positive, proactive attitude and willingness to learn.
  • Experience with Service Desk software or ticketing systems.
  • Knowledge of hardware imaging and deployment tools.
  • Familiarity with IT asset management practices.
Estimated Salary: $60,000 - $80,000 per annum

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