IT Helpdesk & End-User Support Specialist

Dy-Mark

City of Brisbane

On-site

AUD 60,000 - 85,000

Full time

14 days+

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Job summary

Dy-Mark Australia is seeking an IT support professional to be the first point of contact for staff, delivering hands-on support for end-user devices and business systems. You will help maintain a secure, reliable technology environment and play a key role in onboarding and training new users.

The role focuses on solving problems, supporting users, and improving processes, with escalation to the IT Manager for Level 3 issues.

Qualifications

Minimum 3 years' experience in IT support or similar role.
Strong troubleshooting and problem-solving skills.
Excellent customer service and communication skills.
Experience with Pronto ERP, Azure, 3CX, Windows Server, and AI productivity tools.
Diploma in Information Technology or related qualification.

Responsibilities

Provide Level 1 and Level 2 technical support to employees across the business.
Manage and resolve support requests through the helpdesk system.
Install, configure and troubleshoot hardware, software, printers, scanners and mobile devices.
Configure and maintain user accounts, devices and system access.
Support business applications and technology services.
Maintain IT asset registers and equipment records.
Assist with system upgrades, testing and technology projects.
Support endpoint security, software updates and device compliance.
Develop and maintain IT procedures, knowledge articles and user guides.
Assist with onboarding, user training and technical inductions.
Support the development of the IT Trainee through coaching and process reviews.
Identify opportunities to improve systems, processes and service delivery.