IT Help Desk Support Specialist

7 days ago


Ipswich, Australia Apprenticeship Central Full time

About QIT Plus Pty Ltd

We are a leading provider of incident management software solutions, serving government organisations across Australia. With over 15 years of experience, our award-winning products have helped community-serving agencies improve response times and strategies.

Job Summary

As an IT Help Desk Support Specialist, you will be the first point of contact for resolving technical issues for our employees. You will provide technical support, troubleshooting, and excellent customer service to ensure the smooth operation of our IT systems and applications.

Duties and Responsibilities

  • Technical Support: Provide first-level technical support to employees via phone, email, or in-person. Assist with hardware and software issues, including desktops, laptops, printers, and mobile devices.
  • Issue Triage: Evaluate and prioritize incoming support requests. Troubleshoot and resolve common hardware and software problems promptly.
  • User Account Management: Create and manage user accounts, passwords, and access permissions. Assist employees with password resets and account-related issues.
  • Software Installation and Updates: Install, configure, and update software applications as may be required. Provide guidance to users and customers on basic software and system usage and best practices.
  • Hardware Maintenance: Perform hardware maintenance and upgrades as needed. Coordinate warranty repairs and replacements for faulty equipment.
  • Documentation: Maintain accurate records of support requests and resolutions. Create and update user guides and knowledge base articles.
  • Remote Desktop Support: Provide remote assistance to employees working off-site. Troubleshoot network connectivity issues.
  • Security Awareness: Follow and enforce IT security policies and procedures. Assist in monitoring network security and report any security breaches.
  • Inventory Management: Keep track of IT equipment and supplies. Maintain an inventory of hardware and software licenses.
  • Training and Education: Stay updated on the latest IT trends and technologies.

Essential Requirements

  • High school diploma or equivalent (Year 12).
  • Excellent verbal and written communication and problem-solving skills.
  • Proficient in Microsoft Office applications (Word, Excel, Outlook).
  • Familiarity with Microsoft 365 and Azure Active Directory is an advantage.
  • Professional and pleasant customer-focused demeanour with a patient and empathetic approach.
  • Strong organisational and time-management skills.
  • Ability to work in a fast-paced environment and adapt to changing priorities.
  • C-Class Driver License (Red or Green Provisional acceptable).

Benefits

QIT Plus Pty Ltd offers a competitive salary of approximately $50,000 - $60,000 per annum, depending on experience, plus opportunities for career growth and professional development.



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