IT Service Help Desk

Sydney Tools Pty Ltd; Sydney; On-site; AUD 60,000 - 80,000; Full time

Job summary

Sydney Tools Pty Ltd is seeking a Level 1 Help Desk Administrator to join our Head Office IT team. You will provide frontline support to a network of 1500 employees, troubleshoot hardware, printers and software, and perform remote system installations to keep operations running smoothly.

The role focuses on fast response, clear communication, and escalating complex issues when needed. A relevant IT qualification or commercial experience is required, with working rights in Australia essential.

Qualifications

• IT qualification or relevant commercial experience.
• Solid understanding of PC and mobile operating systems (Windows, Mac, iOS, Android).
• Good hardware knowledge and a proactive troubleshooting mindset.
• Familiarity with virtualization (VMware, Hyper-V) and basic networking desirable.

Responsibilities

• Respond to helpdesk requests by phone, email, or ticketing system with urgency.
• Provide Level 1 troubleshooting across Windows and Mac devices and printers.
• Assist with remote system installations and routine IT maintenance.
• Support system/network administration tasks and grant appropriate access.
• Escalate issues as required and maintain accurate records.

Skills

Windows OS

Mac OS

Networking basics

Troubleshooting

IT Support

Education

IT qualification

Tools

VMware

Hyper-V

Ticketing system

Job description

About us

We are a leader in our Industry, committed to providing quality and excellence across the comprehensive range of products that we offer to the market. As our growth continues, we are seeking a well rounded and motivated Level 1 Help Desk Administrator to join our Head Office team.

IT is at the heart of our operations and so we are future-proofing our business with the addition of this new IT team member as we aim to remain agile for the expansion ahead.

About the role

The purpose of the role is to provide Level 1 Support to our network of employees to ensure a seamless operation from top to bottom. As a Level 1 Help Desk Administrator, you will play a crucial role in the day to day troubleshooting and IT maintenance across our business. You will be responsible for analysing, troubleshooting and resolving requests.

Key Responsibilities

• Act with urgency when responding to client requests via phone, email, or ticketing system.
• Provide technical support across our network of 1500 employees
• Perform remote system installation
• Assist with System/Network administration and maintenance
• Day-to-day troubleshooting with an ability to provide IT solutions to hardware, printers, application and network faults.
• Performing initial analysis, prioritisation and resolution of Helpdesk calls, escalating where required.
• Maintaining user access across our systems and ensuring that appropriate approvals are sought prior to making changes.
• Predominantly Windows network with some use of Mac

The successful applicant will possess

• Qualification in IT or related discipline, or appropriate commercial experience
• Solid understanding of PC and Mobile operating systems(Windows, Mac, iOS, Android)
• Understanding and interest in computer hardware
• Some understanding of Networking, Security, Firewall and Storage technologies (desirable)
• Some understanding of Virtualization technologies like VMware, Hyper-V (desirable)
• Excellent troubleshooting skills!

Please be advised that as part of Company Policy, all new employees must undergo a Police Check which is paid for by the organisation.

Only applicants with valid working rights in Australia will be considered for this position.