Help Desk/IT Support Officer

The Redpath Group; City of Brisbane; On-site; AUD 70,000 - 90,000; Full time

Job summary

Redpath Mining is seeking an IT Helpdesk Support Officer to deliver responsive, practical IT support across the business. You will handle Level 1/2 incidents, support Microsoft 365, mobile devices and end-user services while collaborating with global IT teams.

The role offers variety from troubleshooting to site visits, system rollouts and project work in a safety‑first environment. Strong customer service and proactive improvement mindset are essential.

Qualifications

• 4+ years in a Level 1/2 IT Helpdesk or Technical Support role in a medium to large enterprise.
• Strong experience supporting and administering Microsoft 365, including Entra, Intune, Exchange Online.
• Experience deploying and supporting Android and iOS mobile devices.
• Experience using ITSM platforms such as ServiceNow.
• Excellent documentation skills and ability to develop user procedures.

Responsibilities

• Respond to and resolve Level 1 and Level 2 helpdesk incidents and service requests.
• Investigate, troubleshoot and resolve complex technical issues across multiple technology streams.
• Create, manage, update and route IT tickets across local and global support teams.
• Install, rebuild and configure computers, hardware, peripherals, applications and services.
• Support Microsoft 365 environments, user accounts, security permissions and applications.
• Deploy and support mobile devices (Android and iOS).
• Collaborate with platform and infrastructure teams to deliver IT solutions.
• Complete site visits for mobilisations, demobilisations, system rollouts and upgrades.

Skills

Microsoft 365

ITSM

Mobile device support

Troubleshooting

Documentation

Remote/local support

Tools

ServiceNow

Intune

Entra (Azure AD)

Job description

As an IT Helpdesk Support Officer, you will be responsible for delivering responsive, practical and customer-focused IT support across the business.

About the role

As an IT Helpdesk Support Officer, you will be responsible for delivering responsive, practical and customer-focused IT support across the business.

Why Redpath Mining?

This is an opportunity to join a team where you can build on your technical capabilities while working across a broad range of systems, projects and operational environments.

You will enjoy variety in your day-to-day work, from troubleshooting and end-user support through to site visits, system upgrades and IT projects. You will work closely with local and global IT teams and have the opportunity to contribute ideas that improve the way technology supports the business.

Safety is at the heart of how we operate, and you will be expected to demonstrate Redpath's commitment to Safety - First, Last and Always.

If you're an IT support professional who enjoys solving challenging problems, delivering great service and continually looking for better ways of doing things, we'd like to hear from you.

Your key responsibilities will include:

• Responding to and resolving Level 1 and Level 2 helpdesk incidents and service requests
• Investigating, troubleshooting and resolving complex technical issues across multiple technology streams
• Creating, managing, updating and routing IT tickets across local and global support teams
• Installing, rebuilding and configuring computers, hardware, peripherals, applications and related services
• Supporting Microsoft 365 environments, user accounts, security permissions and applications
• Deploying and supporting mobile devices, including Android and iOS
• Collaborating with platform and infrastructure teams to deliver and support IT solutions
• Completing site visits for mobilisations, demobilisations, system rollouts, upgrades and general IT support
• Monitoring systems, applications, scheduled processes and backups, and assisting with security monitoring
• Supporting hardware and software recovery and coordinating outcomes with impacted users
• Applying operating system patches, upgrades and configuration changes
• Assisting with performance monitoring, capacity planning, hardware upgrades and resource optimisation
• Creating and maintaining clear procedures, technical documentation and end-user guides
• Providing training and support to employees when new systems, hardware or applications are introduced
• Supporting the administration of local and global applications and services
• Contributing to IT projects, continuous improvement initiatives and opportunities for automation
• Providing consistently high-quality customer service to internal and external stakeholders
• Ensuring all work is completed in accordance with Redpath's Management Systems, safety requirements and relevant statutory regulations

About you

You are an experienced IT support professional who combines strong technical troubleshooting skills with excellent customer service. You are comfortable working independently, collaborating with a broader IT team and supporting users across remote and varied locations.

To be successful in this position, you will ideally have:

• Ideally 4+ years' experience in a Level 1/2 IT Helpdesk or Technical Support role within a medium to large enterprise environment
• Demonstrated experience supporting and administering Microsoft 365, including Entra, Intune, Exchange Online and Microsoft 365 Admin
• Experience deploying and supporting Android and iOS mobile devices
• Experience using ITSM platforms such as ServiceNow
• Strong troubleshooting skills and the ability to confidently triage and resolve complex IT issues
• Excellent documentation skills, with the ability to develop clear and comprehensive technical and end-user procedures
• Experience managing small to medium IT projects and reporting progress to management
• Strong customer service and stakeholder management skills
• The ability to support users across remote and varied locations
• The ability to work both autonomously and collaboratively as part of a team
• Strong problem-solving skills and the ability to adapt to changing priorities
• A proactive approach to continuous improvement and finding innovative solutions
• Excellent written and verbal communication skills with a high level of attention to detail
• A valid manual driver's license and your own transport

Experience with Windows Server, VMware, Juniper and Nuclias (D-Link) will be highly regarded, as will ITIL, MCSA or similar industry certifications.