End User Support Technician

The Onset; Sydney; On-site; AUD 60,000 - 80,000; Full time

Job summary

The Onset is seeking an End User Support Technician to be the frontline for Desktop & End User Support (Level 1 & 2) across Sydney and allied sites. You will troubleshoot, configure, and maintain IT environments while delivering excellent customer service.

This 12+ month contract requires a hands-on, security-cleared candidate. You’ll work in a fast-paced team, support remote sites as needed, and contribute to documentation and process improvements while upholding security standards.

Qualifications

• 3-4+ years’ experience in Desktop / PC Support.
• Strong experience supporting Windows 11 environments.
• Experience with ITSM / ticket management platforms, with ServiceNow highly regarded.
• Knowledge of PC hardware, peripherals, LAN networking, Fibre/Ethernet.
• Exposure to enterprise IT environments and infrastructure support.
• Strong troubleshooting and analytical skills.
• Ability to work independently and manage competing priorities.
• Certificate-level IT qualification or equivalent experience.

Responsibilities

• Supporting enterprise IT devices, systems, and infrastructure
• Troubleshooting desktops, laptops, mobile devices, networks, and AV hardware
• Installing, configuring, monitoring, and maintaining IT environments
• Managing incidents and service requests through ticketing systems
• Performing upgrades, preventative maintenance, and emergency support tasks
• Deploying software and hardware across user environments
• Supporting remote sites when required, as travel may be involved
• Assisting users with onboarding and IT orientation
• Contributing to technical documentation and process improvements
• Ensuring security and compliance standards are maintained

Skills

Desktop / PC Support

Windows 11

ITSM / ServiceNow

PC hardware & LAN networking

Enterprise IT environments

Troubleshooting / analytical

Independent & priority management

IT qualification (certificate level)

Education

Certificate-level IT qualification or equivalent

Job description

End User Support Technician

Security Clearance Requirement - This role is only open to Australian Citizens with a current Australian Government Security Clearance, preferably at NV1 level

Ready to take your IT support career to the next level?

We're looking for a hands-on, customer-focused End User Support Technician to join a high-performing team supporting critical enterprise technology environments across Sydney, Norwa and occasional visits to Canberra sites. This is your opportunity to work on cutting-edge IT systems in a fast-paced, collaborative environment where no two days are the same.

If you thrive on solving problems, supporting users, and being the go-to technical expert, this role is for you.

What You'll Be Doing: As the frontline lead for Desktop & End User Support (Level 1 & 2), you'll play a vital role in keeping operations running smoothly across multiple locations.

Your day-to-day will include

• Supporting enterprise IT devices, systems, and infrastructure
• Troubleshooting desktops, laptops, mobile devices, networks, and AV hardware
• Installing, configuring, monitoring, and maintaining IT environments
• Managing incidents and service requests through ticketing systems
• Performing upgrades, preventative maintenance, and emergency support tasks
• Deploying software and hardware across user environments
• Supporting remote sites when required, as travel may be involved
• Assisting users with onboarding and IT orientation
• Contributing to technical documentation and process improvements
• Ensuring security and compliance standards are maintained

What We’re Looking For Technical Skills & Experience

• 3-4+ years’ experience in Desktop / PC Support
• Strong experience supporting Windows 11 environments
• Experience with ITSM / ticket management platforms, with ServiceNow highly regarded
• Knowledge of PC hardware, peripherals, LAN networking, Fibre/Ethernet
• Exposure to enterprise IT environments and infrastructure support
• Strong troubleshooting and analytical skills
• Ability to work independently and manage competing priorities
• Certificate-level IT qualification or equivalent experience

About You You're someone who:

• Loves solving technical challenges
• Delivers exceptional customer service
• Communicates confidently with both technical and non-technical users
• Thrives in fast-paced environments
• Is proactive, adaptable, and eager to learn new technologies
• Enjoys being part of a collaborative, high-performing team

Why This Opportunity?

• Long-term 12+ month contract with the opportunity for an ongoing or renewable contract
• Enterprise-scale technology environment
• Opportunity to work with global IT teams
• Varied and engaging technical work
• Supportive team culture
• Sydney CBD based and onsite