Desktop Support Officer

5 days ago

Brisbane, Queensland, Australia Talent – Specialists in tech, transformation & beyond Full time $60,000 - $90,000 per year

Position Description: Desktop Support Officer

Position Overview

The Desktop Support Officer provides high-level technical and user support services within a government department environment. The role is responsible for managing, maintaining, and supporting desktop hardware, software, and mobile devices, with a strong emphasis on Microsoft Intune administration and SharePoint user assistance.

The position requires excellent customer service, troubleshooting, and communication skills to ensure the smooth operation of end-user computing environments across multiple business units.

Key Responsibilities

  1. End-User Support

  2. Provide frontline technical support to government staff across desktops, laptops, and mobile devices.

  3. Troubleshoot hardware and software incidents promptly, ensuring minimal disruption to business operations.
  4. Log, manage, and resolve incidents and service requests in accordance with departmental SLAs.

  5. Deliver clear and courteous communication with users, maintaining high levels of customer satisfaction.

  6. Microsoft InTune Administration

  7. Administer and maintain Microsoft InTune for device enrollment, configuration, compliance, and application deployment.

  8. Support the rollout of security and compliance policies through Intune and Azure AD.
  9. Monitor device health, perform remote actions (wipe, lock, reset), and manage OS updates.

  10. Assist in the development and maintenance of endpoint management documentation and standard operating procedures.

  11. Microsoft 365 & SharePoint Support

  12. Provide user support and guidance on SharePoint, including access permissions, file sharing, and site navigation.

  13. Assist users in managing site access and ensuring appropriate permission levels are applied according to policy.
  14. Support staff in document collaboration, version control, and troubleshooting access issues.

  15. Liaise with SharePoint administrators and business owners to implement changes and resolve escalations.

  16. System Maintenance & Administration

  17. Support the installation, configuration, and maintenance of desktop operating systems and core applications.

  18. Deploy software updates and patches in coordination with ICT Operations teams.
  19. Maintain accurate asset and configuration records in ITSM and asset management systems.

  20. Assist in testing and rolling out new technology solutions and infrastructure upgrades.

  21. Security & Compliance

  22. Support endpoint protection and data security practices in alignment with departmental ICT security policies.

  23. Report and assist in the resolution of security incidents and vulnerabilities.
  24. Ensure compliance with information security and data management frameworks.

Key Skills & Experience

Essential

  • Proven experience providing desktop or service desk support within a government or large enterprise environment.
  • Strong hands-on experience with Microsoft Intune.
  • Practical understanding of SharePoint user support, including permissions, libraries, and site usage.
  • Experience supporting Microsoft 365 applications (Outlook, Teams, OneDrive, Word, Excel, etc.).
  • Familiarity with Active Directory, Group Policy, and Windows 10/11 administration.
  • Strong problem-solving and diagnostic skills, with attention to detail.
  • Excellent interpersonal and communication skills, with the ability to explain technical concepts clearly.

Desirable

  • Knowledge of ITIL-based service management processes.
  • Experience in supporting hybrid or remote work environments.
  • Previous experience in a public sector or highly regulated environment.

Qualifications

  • Certificate IV or higher in Information Technology, or equivalent industry experience.

To Apply please email directly to

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