About Apprenticeship Central

We are a leading provider of incident management software solutions, helping government organisations coordinate and fortify true multi-agency response. With over 15 years of experience developing state-of-the-art software solutions, our multi-award-winning products have improved response times and strategies for community-serving agencies and organisations across Australia.

Position Summary

As a Level 1 IT Help Desk Trainee at Apprenticeship Central, 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.
• Visitor Assistance
  • 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.
  • Help with hardware maintenance in meetings rooms.
  • Coordinate online team meetings for staff or customers as required.
• 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 and advantage.
• Professional and pleasant customer-focused demeanor with a patient and empathetic approach.
• Strong organizational and time-management skills.
• Ability to work in a fast-paced environment and adapt to changing properties.
• C Class Driver License (Red or Green Provisional acceptable).

Conditions

• The position is based at the company's office and involves working at the front desk and using standard office equipment.
• Occasional overtime or extended hours may be required.

Equal Opportunity Employer

Apprenticeship Central is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.