IT Helpdesk Support Level 2

MacKillop Family Services Pty; Blacktown; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Salary sacrifice (up to $18,550 per yr

Employee Assistance Program and Well‑n

Professional development opportunities

Sanctuary Model framework

Job summary

MacKillop Family Services Pty seeks an experienced IT Support Specialist, Level 2, to provide advanced technical support and act as an escalation point across our dispersed workforce. You will manage MS 365, Entra ID, Intune, endpoint security and networking, delivering reliable technology services for children, families and staff.

The role is a permanent full-time position based in Blacktown, NSW with travel between sites as required.

Qualifications

• At least two years in a Level 2 IT Support, Service Desk or related role.
• Information Technology qualification or industry certification.
• Experience troubleshooting complex incidents across hardware, software, identity, and connectivity services.
• Strong knowledge of Microsoft 365 including Exchange Online, Teams, SharePoint Online, OneDrive.
• Experience supporting Microsoft Entra ID, including MFA and access management.
• Experience managing Intune‑managed devices and Defender security.

Responsibilities

• Provide advanced technical support and act as escalation point for complex incidents.
• Support Microsoft 365 technologies, Entra ID, Intune, endpoint security, and networking across multiple sites.
• Contribute to service improvements, process optimisation and knowledge management.
• Work with employees, partners and stakeholders to ensure reliable technology services.

Skills

IT support Level 2

Microsoft 365

Entra ID

Intune management

Endpoint security

ITSM processes

Communication skills

Education

Information Technology qualification or certification

Tools

Intune

Entra ID

Defender security

Job description

About the Role

MacKillop Family Services is seeking an experienced, customer focused and technically skilled IT Support Specialist, Level 2 to join our Information Technology team.

Reporting to the IT Service Delivery Manager, the IT Support Specialist, Level 2 is responsible for providing advanced technical support across MacKillop, acting as an escalation point for complex incidents and service requests that require deeper technical investigation and resolution.

This role combines strong technical troubleshooting capability with excellent customer service, security awareness, documentation skills, and a commitment to supporting a geographically dispersed workforce. You will work closely with employees, technology partners, and internal stakeholders to ensure the reliable delivery of technology services that enable quality outcomes for children, young people, families, and communities.

The successful candidate will be responsible for supporting Microsoft 365 technologies, Microsoft Entra ID, Intune-managed devices, endpoint security solutions, networking services, business applications, and operational technology across multiple sites. You will also contribute to service improvement initiatives, process optimisation, knowledge management, and the ongoing enhancement of MacKillop’s technology services.

This role requires a professional who can confidently manage competing priorities, communicate complex technical information clearly, take ownership of issues through to resolution, and build strong working relationships across the organisation.

This is a Permanent Full Time opportunity based Blacktown, NSW with flexibility to travel between sites as required. The position reports to the IT Service Delivery Manager.

Key Selection Criteria

To be successful in this role, you will demonstrate:

• Demonstrated experience in a Level 2 IT Support, Service Desk, Desktop Support, or Systems Support role, typically gained through at least two years of relevant experience.
• Relevant Information Technology qualification, recognised industry certification, or equivalent practical experience.
• Experience troubleshooting and resolving complex incidents across hardware, software, business applications, identity and access management, endpoint devices, printing, and connectivity services.
• Strong knowledge of Microsoft 365 technologies including Exchange Online, Teams, SharePoint Online, and OneDrive.
• Practical experience supporting Microsoft Entra ID, including user and group administration, multifactor authentication, and access management.
• Demonstrated experience managing and supporting Microsoft Intune-managed devices, including deployment, compliance, configuration, and application management.
• Strong knowledge of Windows 11 administration, endpoint security, patching, and Microsoft Defender technologies.
• Experience using IT Service Management (ITSM) systems and applying incident, request, change, problem, knowledge, and asset management processes.
• Highly developed analytical and troubleshooting skills, including the ability to
• Ability to manage competing priorities, work independently, and collaborate effectively with colleagues, stakeholders, vendors, and managed service providers.

For More Information

For further information regarding this position, please contact James Chang at [e-mail]

Our Offer

• More money in your pocket - salary sacrifice up to $18,550 per year, helping reduce the amount of tax you pay.
• Employee Assistance Program and Hotline - free access to confidential counselling, coaching, wellbeing resources, financial advice, and health support services.
• Professional Development Opportunities - ongoing learning, certification support, and opportunities to develop your technical capability and career within a purpose-driven organisation.
• Sanctuary Organisation - MacKillop’s work is underpinned by the Sanctuary Model, an evidence-supported whole-of-organisation framework that promotes safety, recovery, wellbeing, and resilience.

You Must Have

• Valid and current Driver’s Licence.
• Satisfactory Criminal History Check (paid for by MacKillop).
• Valid Employee Working with Children Check.
• Valid and current NDIS Worker Screening Check (for risk-assessed/client-facing roles). MacKillop can assist successful candidates with their application.

Our Commitment

MacKillop celebrates and draws strength from diversity and respects the dignity of all people. Every person has the right to be safe and to be treated justly. We value every person’s ability, cultural or linguistic background, ethnicity, sexual orientation, gender identity, gender expression, intersex status, relationship status, religious or spiritual beliefs, socio-economic status, and age.