Desktop Support Technician

Sharp Brains; City of Melbourne; On-site; AUD 60,000 - 90,000; Full time

Job summary

Sharp Brains is seeking a Freelance IT Technician to provide on-demand desktop and laptop support in Australia. You will work when the primary engineer is on leave, covering end-user devices and related IT tasks in a B2B freelance setup.

You will handle IMAC activities, OS imaging, software deployments, and security patching, while coordinating with IT policies. The role includes VIP support and on-site presence for escalations.

Qualifications

• Experience delivering end-user IT support for desktops and laptops.
• Familiar with SCCM, Intune, and ServiceNow.
• Knowledge of Windows OS and Mac devices.
• Experience with AD and VPN access management.

Responsibilities

• Provide end-to-end technical support for desktop/laptop systems, including troubleshooting hardware, software, and connectivity issues.
• Handle IMAC activities and break/fix tasks for end-user devices.
• Manage desktop device lifecycle: configuration, patching, OS imaging, hardware replacement.
• Deliver support using tools like SCCM, Intune, and ServiceNow for asset tracking and ticket resolution.
• Administer software installations, updates, and security patches in line with IT policies.
• Provide remote and deskside support using EUC tools; support MS Office, Outlook, and VPN clients.
• Ensure security protocol compliance, antivirus monitoring, and desktop policy enforcement.
• Offer VIP support and act as primary onsite contact during escalations or outages.
• Support printers, scanners, and peripherals; perform routine maintenance.
• Assist with Active Directory tasks and basic user account management.
• Document incident resolution, hardware inventory, and technical guides.
• Familiarity with Windows and MAC devices.

Skills

Desktop support

VIP support

Windows OS

MAC support

Active Directory

SCCM

Intune

ServiceNow

VPN

Tools

SCCM

Intune

ServiceNow

Active Directory

MS Office

VPN clients

Job description

Job Duration: 1-Year extendable (On-Demand role)- Freelance- Technician will only be working when primary engineer is on leaves or vacations

Contract Type: Freelance- B2B

Language: Local + English

• 1. Provided end-to-end technical support for desktop and laptop systems, including troubleshooting hardware, software, and connectivity issues.
• 2. Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices.
• 3. Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor-based hardware replacements.
• 4. Delivered support using tools such as SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• 5. Administered approved software installations, updates, and security patching in coordination with IT policies.
• 6. Provided remote and deskside support using EUC tools and supported applications such as MS Office, Outlook, and VPN clients.
• 7. Ensured compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• 8. Offered VIP support and acted as the primary onsite contact during critical escalations or outages.
• 9. Supported printers, scanners, and peripheral devices, including troubleshooting and routine maintenance.
• 10. Assisted with Active Directory tasks, basic user account management, and smart hands support. 11. Maintained documentation of incident resolution, hardware inventory, and technical guides for internal reference.
• 12. Demonstrated familiarity with Windows OS environments, mobile device support, and basic MAC device handling.