IT Helpdesk Officer

Hawkesbury City Council; Colo Heights; On-site; AUD 80,000 - 96,000; Full time

Benefits offered by this job

Fitness Passport

On-site Parking

9 Day Fortnight

Job summary

Hawkesbury City Council in Windsor is seeking an IT Helpdesk Officer to provide first-line support to staff via phone, email, and in person, handling calls, application issues, and hardware faults with a customer-focused approach.

You will support desktop and business applications, manage priorities, and deliver reliable solutions while working with the IT team to maintain systems and service quality for council staff.

Qualifications

• Tertiary qualifications in Information Technology or equivalent experience.
• Proven desktop and application support experience.
• Excellent customer service and communication skills.
• Demonstrated problem solving and prioritisation abilities.

Responsibilities

• Provide first line IT helpdesk support via phone, email and in person.
• Troubleshoot hardware faults and software issues across council devices.
• Assist staff with business applications and IT systems.
• Support IT team with administration and project-related tasks.

Skills

Desktop support

Customer service

Problem solving

Communication

Education

Tertiary IT qualification

Tools

ITIL

Cybersecurity awareness

LAN/WAN basics

Job description

Be passionate. Be progressive. Hawkesbury City Council.

• Salary negotiable $80k to $96k + Super


• 9 Day Fortnight


• Fitness Passport Option+ On-Site Parking

Hawkesbury City Council is the largest local government area in metropolitan NSW covering 2,800 square kilometres, incorporating both urban and rural communities. We are committed to working together to deliver outcomes for the community through innovation and best practice.

Hawkesbury City Council strives to be an inclusive workplace for all people. We welcome and encourage applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, the LGBTIQ+ community, veterans and people with disabilities.

The Role

Reporting to the Senior Network Administrator and based in Windsor, the IT Helpdesk Officer is the first line of contact for users by providing technical helpdesk support to Council Staff via phone calls, emails and in person. Your typical duties will include; call response, business application support, hardware faults, customer support of programs on PC’s and LAN and administration support to the IT team. You will display a high level of customer service assisting employees with all IT related enquiries.

About You

You have demonstrated experience in managing and maintaining IT Support and Systems Helpdesk, with the ability to support both technical and non-technical users. You will have strong problem solving skills and the ability to manage competing priorities, implement change, and deliver solutions. You are a proactive, adaptable professional with strong communication and interpersonal skills, with the ability to work independently or as part of a team.

Essential Criteria

• Tertiary qualifications in Information Technology, IT Certification or working towards completing, or relevant industry experience


• Demonstrated ability to provide desktop and application support


• Excellent customer service and communication skills


• Demonstrated business analysis and problem solving skills


• The right to live and work in Australia


• Class C Drivers Licence


• WHS General Construction Work in NSW


• Working with Children Check (WWCC)


• Successful applicants will be required to undergo background (police) checks and medical declaration

Desirable Criteria

• Certificate in Information Technology Infrastructure Libraries (ITIL)


• Knowledge and Awareness of cybersecurity principles and frameworks


• Knowledge and understanding of IT network protocols


• Experience with local government software such as Financials / Property and Rating / Records Management systems

The Rewards

An attractive salary will be negotiated with the successful applicant commensurate with qualification, skills, and experience.

• Great Working Environment


• Rostered Day Off


• Paid Parental Leave


• Flexible work arrangements


• Tertiary Education Assistance


• Health and Wellbeing Program


• Long Service Leave after 5 years


• Training and Development Opportunities


• Employee Reward and Recognition program


• Fitness Passport Option


• Social Club - BBQs, Christmas parties, raffles and activities


• Employee Assistance Program for employees and their family

Applications close Sunday, 4th October 2026

Please note that the canvassing of Councillors in relation to these matters will automatically disqualify the applicant from this process.