End User Support Specialist

eTeam; Toowoomba Regional; On-site; AUD 70,000 - 95,000; Full time

Job summary

eTeam is seeking an onsite contract IT Support Specialist in Toowoomba, Queensland to deliver L2 end‑user device support for Windows 10/11, perform IMACD activities, and coordinate with OEMs for hardware issues.

You will log incidents in ServiceNow, meet SLAs, assist with asset management and site moves, and follow ITIL governance. This 6–12 month contract supports executives and business users with modern technologies.

Qualifications

• Experience providing L2 end-user support for Windows 10/11 devices.
• Knowledge of ITIL/ITSM processes and incident management.
• Experience with asset management and site moves is preferred.

Responsibilities

• Provide desk-side L2 support for Windows devices, IMACD and device provisioning.
• Log, update and resolve incidents and service requests in ITSM systems; escalate within SLAs.
• Assist with asset management, stock checks, site moves, and hands‑and‑feet support for infrastructure teams.
• Adhere to ITIL processes and maintain documentation and SOPs; participate in on‑call/dispatch as required.

Skills

Microsoft Intune

Windows Autopilot

MDM

Endpoint Management

Desktop Support

Windows Imaging

OS Deployment

Patch Management

Security & Compliance

ServiceNow

Troubleshooting

End-user Communication

Tools

ServiceNow ITSM

Job description

Duration: 6 months - 12 months

Work Arrangement: Onsite

Key Responsibilities

• End‑User Device Support: Provide desk‑side (L2) support for laptops, desktops, and peripherals running Windows 10/11. Perform break‑fix support, device setup, refresh, replacement, and decommissioning (IMACD). Troubleshoot OS, login, connectivity, printing, and peripheral issues. Coordinate with OEM vendors for hardware repairs and replacements.
• Incident & Service Request Handling: Log, update, and resolve incidents/service requests using ITSM tools (ServiceNow). Ensure tickets are updated with clear resolution notes. Escalate unresolved issues to relevant resolver groups (EUC, Network, AV, Vendor) within SLAs.
• Asset & Site Support: Assist with asset management (inventory updates, tagging, stock checks). Support local IT activities such as device handovers, site moves, workstation setups. Provide hands‑and‑feet support for infrastructure/network teams when required.
• Operational & Governance: Adhere to ITIL/service management processes. Follow security, compliance, and access policies. Maintain documentation, SOPs, and site‑specific knowledge. Participate in on‑call or dispatch support as required.

Required Skills & Experience

• Microsoft Intune
• Windows Autopilot
• Mobile Device Management (MDM)
• Endpoint Management
• Desktop Support / EUC Operations
• Windows OS Deployment & Imaging
• Patch Management & OS Upgrades
• Device Compliance & Security Policies
• ServiceNow or similar ITSM tools
• Strong troubleshooting skills (hardware, printers, BSOD, login/authentication, application issues)
• Excellent end-user support and communication skills

This is a contract role offering exposure to a corporate IT environment, supporting executives and business users while working with modern technologies.