Desktop Support Officer

Exclaim IT; City of Brisbane; On-site; AUD 70,000 - 90,000; Full time

Job summary

Exclaim IT is seeking a hands-on Desktop Support Analyst to join a busy government ICT team in the Maroochydore region, delivering Level 1/2 deskside support across Windows 10/11 and Microsoft 365, with a focus on reliable service delivery and clear incident notes.

You will triage and resolve incidents via ServiceNow, assist with device deployment using Intune/SCCM, and provide on-site support for laptops, desktops, mobiles, printers, and AV setups, with occasional local travel.

Qualifications

• Experience in a Government or large enterprise ICT environment.
• Strong troubleshooting across Windows 10/11 and Microsoft 365.
• Experience with ITSM tools (ServiceNow) within ITIL/SLA-driven support.

Responsibilities

• Provide Level 1/2 deskside and desktop support across Windows and Microsoft 365.
• Resolve incidents and service requests via an ITSM tool (ServiceNow) with clear notes and outcomes.
• Support laptop/desktop/mobile setup, builds, swaps, and peripheral support (printers, meeting rooms, AV).
• Assist with endpoint deployment and device compliance across enterprise platforms (Intune/SCCM).
• Escalate issues with strong triage, prioritisation, and customer updates.

Skills

Customer focus

Analytical mindset

Calm under pressure

Tools

ServiceNow

Intune

SCCM

Job description

About the role

Put your technical skills to work in a busy government ICT team! Help staff stay connected through reliable desktop support across Windows and Microsoft 365 environments.

Key Responsibilities

• Provide Level 1/2 deskside and desktop support across Windows and Microsoft 365
• Resolve incidents and service requests via an ITSM tool (ServiceNow) with clear notes and outcomes
• Support laptop/desktop/mobile setup, builds, swaps, and peripheral support (printers, meeting rooms, AV)
• Assist with endpoint deployment and device compliance across enterprise platforms (Intune/SCCM)
• Escalate issues with strong triage, prioritisation, and customer updates

Highly desirable criteria

• Recent experience in a Government or large enterprise ICT environment
• Strong troubleshooting across Windows 10/11, Microsoft 365, and common end-user apps
• Experience with ServiceNow (or similar ITSM tool) within ITIL/SLA-driven support

Desirable criteria

• Exposure to Intune and/or SCCM / Microsoft Endpoint Configuration Manager
• Working knowledge of networking basics (TCP/IP, DNS, DHCP, LAN/WAN)

Skills and experience

• Confident communicator with a customer-first approach
• Analytical mindset and calm under pressure
• On-site availability for Maroochydore (occasional local travel may apply)