L1 Help Desk Analyst

6 days ago

Cairns, Queensland, Australia Elysium Digital Full time $60,000 - $80,000 per year

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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