Hybrid IT Support & Desktop Technician

Auto-; Sunshine Coast Regional; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Bonuses and perks

Work flexibility

Leave options

Professional development

Community engagement

Wellbeing support

Team events

Employee discounts

Job summary

Auto & General is seeking a Desktop & Service Support Analyst for Kawana (Sunshine Coast) with hybrid onsite and frontline IT support responsibilities. You will deliver ICT assistance via phone, remote, face-to-face, and onsite visits, resolving issues to keep users productive and minimise downtime.

You will troubleshoot hardware/software, perform diagnostics, and coordinate with the Service Desk to prioritise requests.

Qualifications

• 1–2 years of Service Desk experience or equivalent frontline IT support experience.
• Experience with onsite technical support or desktop support preferred.
• Strong technical knowledge in frontline support and desktop environments.
• Proficiency with operating systems (Windows, macOS, Linux).
• Experience with hardware installation and troubleshooting.
• Familiarity with ticketing systems and support tools.
• Excellent oral and written communication skills.

Responsibilities

• Provide ICT support to users via telephone, remote, face-to-face, and onsite walkup channels
• Respond to support inquiries promptly, delivering accurate information and effective solutions
• Resolve non-complex and moderately complex technical issues to minimise downtime and productivity loss
• Troubleshoot hardware and software issues at the user's workstation
• Provide onsite walkup support for urgent and complex issues
• Perform system diagnostics and hardware replacements where required
• Provide onsite technical support at the Toowong office location and across Auto & General facilities as required
• Respond promptly to walkup support requests from users seeking immediate technical assistance
• Manage onsite support workload, balancing reactive walkup requests with proactive maintenance tasks
• Perform onsite equipment installation, configuration, and decommissioning
• Maintain awareness of common onsite technical issues and provide preventative support
• Coordinate with Service Desk team to triage and prioritise onsite support requests
• Log and maintain accurate records of service requests and incidents with timely updates on resolutions
• Triage incoming incidents and requests to determine appropriate resolution path
• Track and monitor incident resolution times to ensure SLA compliance
• Coordinate with third-party vendors and internal teams to resolve complex issues
• Contribute to the development and maintenance of ICT support documentation
• Create and update articles for the Service Desk knowledge base
• Identify opportunities to improve Service Desk and onsite support practices and procedures
• Provide after-hours support as scheduled

Skills

Service Desk

Onsite support

Windows

macOS

Linux

Hardware install

Troubleshooting

Ticketing systems

Customer service

Time management

Independent work

Tools

Ticketing systems

Job description

Auto & General is seeking a Desktop & Service Support Analyst for Kawana (Sunshine Coast) with hybrid onsite and frontline IT support responsibilities. You will deliver ICT assistance via phone, remote, face-to-face, and onsite visits, resolving issues to keep users productive and minimise downtime.

You will troubleshoot hardware/software, perform diagnostics, and coordinate with the Service Desk to prioritise requests.