IT Helpdesk Specialist - 1st/2nd Line Support & Onboarding

National Rugby League; Sydney; On-site; AUD 60,000 - 80,000; Full time

Job summary

NRL is seeking a Helpdesk Support Officer to join our Technology Team. You will be the first point of contact for technology support across the organisation, providing Level 1 and 2 assistance for laptops, desktops, mobile devices, apps and collaboration tools.

You will support onboarding and offboarding, manage devices and assets, assist meeting room tech and video conferencing, and help improve how technology services are delivered to staff, contributing to an excellent employee experience.

Qualifications

• 2–4 years of experience in an IT support, help desk or desktop support role.
• Experience supporting Windows, macOS and mobile devices.
• Knowledge of Microsoft 365, Teams and workplace collaboration technologies.
• Experience working with service desk and ticketing platforms.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to explain technical concepts to non-technical users.
• Proactive mindset and a genuine desire to help people.
• ITIL, Microsoft or other relevant certifications will be highly regarded.

Responsibilities

• Provide Level 1 and 2 support across laptops, desktops, mobile devices and workplace technology.
• Troubleshoot hardware, software, connectivity and user access issues.
• Support Microsoft 365, Teams and other business applications.
• Coordinate onboarding and offboarding, including device setup, software installation and account provisioning.
• Support meeting room technology, video conferencing systems and workplace collaboration tools.
• Manage device deployment, asset tracking and lifecycle activities.
• Create and maintain knowledge articles, user guides and self-service resources.
• Contribute to service improvements, automation initiatives and technology projects

Job description

NRL is seeking a Helpdesk Support Officer to join our Technology Team. You will be the first point of contact for technology support across the organisation, providing Level 1 and 2 assistance for laptops, desktops, mobile devices, apps and collaboration tools.

You will support onboarding and offboarding, manage devices and assets, assist meeting room tech and video conferencing, and help improve how technology services are delivered to staff, contributing to an excellent employee experience.