Desktop Support Technician

Triskele Labs are one of the leading providers of cybersecurity services in Australia. We assist clients to reduce their risk of a cyber compromise through the delivery of risk-considered controls.

Triskele Labs are currently the largest CREST Registered Penetration Testing company in Melbourne and one of the only companies to run a 24x7x365 Security Operations Team completely onshore.

As the Desktop Support Technician at Triskele Labs, you are the first point of contact for all internal IT support requests. You’ll manage hardware, software, and access-related issues, ensuring staff have a reliable and secure environment to operate in.

This role provides hands-on exposure to a variety of technologies including Azure AD, Microsoft Intune, AWS, MDM solutions, firewalls, and enterprise patch management systems.

You will take full ownership of device management and endpoint security, support onboarding/offboarding, maintain access reviews, and contribute to the ongoing enhancement of Triskele Labs’ IT infrastructure.

Above all, you bring a can-do attitude — no task is too big or too small — and you take pride in providing fast, friendly, and effective support to every Triskele Labs team member.

**Requirements**:
**Role and Responsibilities**

**Technical Support & Service Delivery**

- Act as the first line of support for all internal IT issues and requests via the helpdesk system.
- Diagnose and resolve hardware, software, and network problems across Windows, macOS, and Linux systems.
- Deliver in-office support to staff, ensuring timely and effective issue resolution.
- Install, configure, and maintain workstations, laptops, peripherals, and mobile devices.
- Maintain accurate IT asset records and perform hardware lifecycle management\

**Systems & Access Management**

- Perform user access reviews and maintain compliance with security and audit requirements.
- Oversee onboarding and offboarding processes including system provisioning and deprovisioning.
- Update and maintain the Triskele Labs Access Register in-line with ISO requirements

**MDM, Intune & Patch Management**

- Take ownership of MDM and Microsoft Intune for device deployment, configuration, and compliance.
- Collaborate with Security Engineering to ensure devices meet Triskele Labs’ security baselines and policy requirements.
- Proactively identify and address endpoint vulnerabilities.

**Change Management**

- Participate in change management processes to assess, document, and implement IT system changes.
- Contribute to the continuous improvement of internal IT processes and workflows.

**Vendor and Third-Party Communication**

- Maintain strong communication with third-party providers, including hardware suppliers, ISPs, and software vendors.
- Manage warranty claims, procurement, and service escalations with external partners.
- Support contract renewals and vendor performance reviews as directed.

**Collaboration and Documentation**

- Work closely with Engineering, SOC teams to resolve complex issues and escalate appropriately.
- Maintain internal documentation, guides, and how-to knowledge base materials.
- Provide input to internal training and process improvement initiatives.
- Proficiency with Microsoft 365, Azure AD, Intune, and Windows device management.
- Experience with MDM, patch management, and endpoint security tools.
- Understanding of change management principles and IT service delivery.
- Basic knowledge of cloud infrastructure (Azure, AWS).
- Familiarity with network fundamentals (DNS, DHCP, VPN, TCP/IP).
- Excellent troubleshooting, communication, and documentation skills.
- Ability to coordinate with external vendors and maintain professional relationships.

**Personal Attributes**

Proactively look for new areas to learn and areas of interest

- Soft / human skill requirement for consultant work such as client and internal communication.
- Willingness to dive into unknown areas of knowledge and learning and to discover methods (such as practical labs or online resources) to acquire this knowledge.
- Capability to go the extra mile for customers to deliver on their needs.
- Understanding of other cultures and beliefs systems to function as part of a team.
- Excellent Written and Spoken English.
- Strategic Thinking and Problem solving.
- Ability to work autonomously and as part of a team

**Certifications & Courses**

- IT-related qualification or certification (e.g., CompTIA A+, Microsoft 365 Fundamentals, Azure Fundamentals, Cisco CCNA, AWS Certified Cloud Practitioner).

**Benefits**

Team culture is everything to Triskele Labs and it is the reason we exist.
We provide our team a great range of additional benefits such as:

- Access to a professional external Employee Assistance Program (EAP) for all team members
- Social functions organised by our People & Culture Team

If you’ve made it this far, there’s a good chance you’re who we’re looking for

**Working Arrangements**

The role is full time, Monday to Fri