End User Technical Support

Nabenet; City of Parramatta Council; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Ongoing learning and development

Collaborative team environment

Career progression opportunities

Job summary

A national organisation is seeking an IT Support Officer in Parramatta Council, NSW. You will troubleshoot IT incidents and service requests, ensuring excellent customer experience. Ideal candidates have at least two years' experience in helpdesk environments and strong Microsoft 365 skills, including Active Directory and Intune. This position promises growth within a supportive team culture, contributing to meaningful outcomes. Join us to impact lives through technology and service excellence.

Qualifications

• Minimum two years' experience in a corporate helpdesk environment.
• Strong experience administering Microsoft 365 essential.
• Ability to communicate technical information clearly.

Responsibilities

• Manage and troubleshoot IT systems including Microsoft 365.
• Provide technical support to team members.
• Set up user accounts in Microsoft 365.

Skills

Microsoft 365 administration

Customer service mindset

Problem-solving skills

Analytical skills

Effective communication

Education

Degree in Computer Science or Information Technology

Tools

Microsoft Intune

Cisco Meraki

Job description

End User Technical Support

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Would you like to work for a national organisation with an outstanding reputation and an inclusive, values-driven culture? Look no further. Altius Group is an employer of choice with a strong industry reputation for service excellence, care and integrity. Altius was founded in 2001 with a vision to bring high-quality and compassionate rehabilitation services into the market to improve lives displaced by injury. Since then, we've branched out to cover three tiers of services including Workplace Services, People and Employee Services, and Disability Services - still driven by a single goal: to elevate the wellbeing of people, workplaces and communities across Australia.

As an IT Support Officer, you will use your technical expertise and process knowledge to troubleshoot and resolve IT incidents and service requests for end-users across the Altius Group. You will take ownership of basic to medium-complexity issues from initial request through to resolution, ensuring a seamless and positive customer experience. As a healthcare organisation, kindness and care sit at the heart of everything we do. Our IT Support Team mirrors this approach by consistently demonstrating empathy, professionalism and a "positive intent" mindset when supporting colleagues. This will come naturally to you, even in high-pressure or complex situations.

You will work primarily within a Microsoft 365 environment, providing end-user support across the Microsoft suite while learning and supporting our case management systems and other core business applications.

Key Responsibilities

• Manage, configure and troubleshoot IT systems including Microsoft 365, software applications, hardware (laptops, tablets, mobile devices, servers, security systems) and VoIP phone systems
• Provide both onsite and remote technical support to team members
• Configure, deploy and troubleshoot software and hardware
• Manage hardware and software assets
• Set up user accounts in Microsoft 365 and other applications for new starters
• Manage support tickets via an online system, including detailed documentation and end-to-end ownership to resolution
• Identify and escalate complex technical issues to the IT Manager or Network Engineer (Level 3 tickets)
• Manage and monitor devices using Microsoft Intune, including enrolment, compliance policies, configuration profiles and application deployment
• Monitor network performance and provide basic troubleshooting (including connectivity and VPN support)
• Implement and enforce cybersecurity measures including MFA, password policies and endpoint protection
• Contribute to IT projects such as system upgrades, migrations and new technology rollouts

About You

• Minimum two years' experience in a corporate or enterprise helpdesk environment
• Degree in Computer Science, Information Technology or a related field (or active enrolment) preferred
• Strong experience administering Microsoft 365 is essential, including Active Directory, Intune, Defender, Purview, Exchange Online, SharePoint, Teams and OneDrive for Business
• Solid understanding of network systems; experience with Cisco Meraki is desirable
• Ability to communicate technical information clearly to both technical and non-technical audiences
• Excellent problem-solving, analytical and communication skills
• Strong customer service mindset with a demonstrated "assume positive intent" approach
• Proven ability to support remote users using remote access tools and clear, step-by-step guidance

Why Join Altius Group?

• National organisation with a strong reputation and purpose-driven culture
• Supportive, collaborative team environment
• Ongoing learning, development and career progression opportunities
• The opportunity to make a meaningful impact by supporting teams who deliver care to our clients every day

If you're passionate about technology, customer service and working in a values-based organisation, we'd love to hear from you.

Note: The previous job postings and location updates listed in the original description have been removed to maintain a focused, standards-compliant posting.