Help Desk Technician

4 days ago

Greater Brisbane Area, Australia Exclaim IT Full time $120,000 per year

Overview

Looking to take the next step in your IT support career? This role gives you the chance to continue developing your technical skills while helping staff and teams thrive. You'll be part of a supportive, values-driven environment where your experience in Level 1 support makes a real difference every day.

About the Role

As a Level 1 Helpdesk Technician, you'll be the first point of contact for IT support, handling a variety of technical issues across systems and devices. You'll resolve standard problems independently, manage tickets efficiently, and escalate more complex issues to Level 2 support. This is a hands-on, rewarding role where your experience is valued.

Responsibilities include:

  • Responding to helpdesk requests via phone, email, and in person.
  • Logging, tracking, and resolving IT issues within an ITIL-based service desk.
  • Supporting Microsoft 365 applications, user accounts, and basic network issues.
  • Troubleshooting hardware, printers, and mobile devices.
  • Escalating complex technical problems to senior team members when required.
  • Communicating clearly to ensure staff have a positive support experience.

About You

You're a reliable, organised, and approachable IT professional with a few years' experience in Level 1 support. You enjoy problem-solving, helping people, and building on your technical knowledge.

Ideally, you bring:

  • 2–3 years' experience providing Level 1 IT support in an onsite or remote environment.
  • Solid understanding of Microsoft 365, Windows, and Azure AD.
  • Experience using ITIL-based ticketing systems.
  • Strong communication and customer service skills.
  • A proactive approach and a desire to continue learning in IT support.

Bonus points if you have:

  • Exposure to mobile device management (Intune or similar).
  • Basic experience supporting virtual desktops or cloud services.
  • Entry-level IT certifications (CompTIA, Microsoft, or ITIL).

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