
L1 Help Desk Analyst
5 days ago
We are seeking a L1 IT Support Engineer to join our client Helpdesk team to provide 1st level IT support to small to medium sized businesses locally in Cairns
Key Responsibilities:
- Provide Tier 1 Help Desk Support
: Act as the first point of contact for clients via phone, email, and remote support tools. Accurately log, diagnose, and resolve technical issues in a timely manner. - Issue Resolution & Escalation
: Troubleshoot and resolve hardware (desktops, laptops, printers), software (Windows OS, Microsoft 365, antivirus), and basic network issues (Wi-Fi connectivity, VPN access, DNS/DHCP problems). Escalate complex issues to Tier 2/3 support when necessary. - Ticket Management
: Use a ticketing system (preferably ConnectWise) to track, prioritize, and follow up on support requests. Ensure all interactions are documented and closed with client satisfaction. - User Account Administration
: Create, modify, and deactivate user accounts in Active Directory, Microsoft 365, and other systems. Assist with password resets and access permissions. - System Monitoring & Maintenance
: Perform routine checks on system health, backups, and endpoint security. Apply updates and patches as directed. - Client Training & Guidance
: Provide basic training and guidance to end-users on common applications, security best practices, and troubleshooting steps. - Team Collaboration
: Work closely with other technicians and departments to ensure seamless support and knowledge sharing.
Key Selection Criteria
- Minimum 1 year of experience in a Help Desk or IT Support role.
- Technical and working knowledge of:
- Windows 10/11 operating systems
- Microsoft 365 suite (Outlook, Teams, SharePoint, OneDrive)
- Basic networking concepts (IP addressing, firewalls, routers/switches)
- Remote support tools (e.g., TeamViewer, AnyDesk, ConnectWise Control)
- Active Directory and user account management
- Current unrestricted Australian Driver's License (required for onsite support).
- Familiarity with the ConnectWise Suite (Manage, Automate, Control)
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