IT Service Desk Technician I — Windows & M365 Support

OPC IT; Canberra; On-site; AUD 55,000 - 75,000; Full time

Job summary

OPC IT is seeking an entry-level IT helpdesk professional to be the first contact for managed services clients. You will resolve routine incidents, document steps clearly, and escalate more complex issues to Level 2 and security teams. The role covers support across Windows, Microsoft 365, and network peripherals.

Join a dedicated team that maintains ICT infrastructure across multiple locations in Australia, with a focus on customer service, clear communication, and adherence to documented SOPs.

Qualifications

• Helpdesk or IT support experience, or relevant entry-level training or a traineeship.
• Experience working with a ticketing system.
• Understanding of ITIL.
• Strong communication skills, including the ability to explain technical steps clearly.
• Good time management, attention to detail and composure under pressure.
• Willingness to follow documented processes and to ask for help early.
• Ability to learn quickly and adapt.
• Fluency in English.
• An entry-level IT qualification or Microsoft certification.
• Windows 11 troubleshooting.
• Microsoft 365, Entra ID (Active Directory) and Intune.
• Basic hardware and printer skills.
• Basic networking knowledge (DNS/DHCP, firewalls, routers and switches).
• Basic understanding of backup technologies.
• Experience with Halo or similar ticketing and remote support tools.
• Current driver's license and vehicle.

Responsibilities

• Answer Service Desk calls and log tickets in Halo.
• Sort and prioritise tickets and fix routine issues using SOPs and knowledge articles.
• Reset passwords and MFA, onboard/offboard users, manage mailboxes and licences.
• Set up and deploy devices using standard builds and Autopilot.
• Support users remotely and on-site with Windows, Microsoft 365, printers and peripherals.
• Respond to monitoring alerts including backups and endpoint protection.
• Keep client records, asset details and knowledge articles up to date.
• Escalate promptly with full notes when issues are beyond Level 1 or security concerns arise.

Skills

Customer service

IT support

Communication

Time management

Attention to detail

Adaptability

Fluent English

Driver's license

Education

Entry-level IT qualification or Microsoft certification

Tools

Halo ticketing system

Remote support tools

Microsoft 365

Entra ID (Active Directory)

Intune

Windows 11 troubleshooting

Microsoft Autopilot

DNS/DHCP networking basics

Job description

OPC IT is seeking an entry-level IT helpdesk professional to be the first contact for managed services clients. You will resolve routine incidents, document steps clearly, and escalate more complex issues to Level 2 and security teams. The role covers support across Windows, Microsoft 365, and network peripherals.

Join a dedicated team that maintains ICT infrastructure across multiple locations in Australia, with a focus on customer service, clear communication, and adherence to documented SOPs.