IT Support Coordinator

Shadforth; Sunshine Coast Regional; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Milestones program

Monthly birthday raffle

Wellness programs

Service recognition program

ShadLife programs

Job summary

Shadforth is seeking an IT Support Coordinator to lead a small IT Support team from the Forest Glen office on the Sunshine Coast. You will coordinate daily IT support activities while delivering hands-on assistance to users across more than 60 sites in SE Queensland and Northern NSW.

You will work with the IT Manager to prioritise tickets, provide timely updates and ensure high customer service levels. The role includes vendor liaison, equipment deployments and continuous process improvements.

Qualifications

• Experience in Level 1-2 IT Desktop Support and coordinating a small team.
• Strong knowledge of Windows and iOS operating systems.
• Familiarity with Active Directory, DHCP, DNS and VPN networking.
• Ability to prioritise workloads and manage multiple tickets to resolution.
• Excellent customer service and clear technical communication.
• Willingness to travel between sites with a valid driver’s licence.

Responsibilities

• Coordinate the day-to-day workload and priorities of the IT Support team.
• Take ownership of support issues and progress tickets to resolution.
• Monitor outstanding and ageing tickets and escalate where required.
• Act as escalation point for complex IT issues.
• Provide hands-on technical support to users across 60+ sites.
• Liaise with vendors and support providers to drive resolution.

Skills

IT Desktop Support

Team leadership

Customer service

Communication

Time management

Tools

Cisco Meraki

Apple DEP

VPP

MDM platforms

Active Directory

Office 365

Job description

We're seeking an experienced and motivated IT Support Coordinator to join our close-knit team in a dynamic and fast-paced environment. Based at our Forest Glen office on the beautiful Sunshine Coast, you'll play a key role in coordinating our IT Support function while providing hands-on support to users across more than 60 sites throughout Southeast Queensland and Northern NSW.

Reporting to the IT Manager, you'll coordinate the day-to-day activities of a small IT Support team, ensuring issues are prioritised, progressed and resolved while maintaining a high standard of customer service. You'll also provide hands-on technical support and have the opportunity to work across a broad range of technology solutions.

About The Role

Working closely with the IT Manager and IT Team, you'll be responsible for coordinating support activities and providing technical assistance to our users.

• Coordinate the day-to-day workload and priorities of the IT Support team.
• Take ownership of support issues and ensure tickets are actively progressed through to resolution.
• Monitor outstanding and ageing tickets, following up actions and escalating issues where required.
• Act as an escalation point for more complex or business-critical IT support issues.
• Ensure users receive timely updates and a high level of customer service.
• Coordinate new user setups, equipment deployments and other scheduled IT support activities.
• Operation and maintenance of the internal helpdesk and asset database.
• Staff computer and mobile device support, both remote and on site.
• Remote access technology support, including Remote Desktop and VPN.
• Office 365 email and user account administration.
• Network maintenance and support.
• Mobile Device Deployment Support (iOS).
• Multi-function printer support and setup.
• Identify recurring issues and contribute to improved support processes, documentation and service delivery.
• Support and mentor IT Support Officers, helping maintain accountability and consistent standards.
• Liaise with vendors and third-party support providers to drive issues through to resolution.
• Work closely with the IT Manager on operational priorities, projects and continuous improvement.
• Procurement of IT equipment and coordination of technology deployments.

About You

We're looking for someone who combines strong technical capability with the leadership, organisation and communication skills needed to coordinate a busy support function.

• Proven experience in a Level 1-2 IT Desktop Support role, with experience coordinating or leading a small support team highly regarded.
• Strong knowledge of desktop and mobile operating systems, particularly Windows and iOS.
• Familiarity with Active Directory, Windows file security, Office 365 and networking technologies including DHCP, DNS and VPN.
• Demonstrated ability to prioritise workloads, manage competing demands and take ownership of issues through to resolution.
• Strong customer service and communication skills, with the ability to communicate technical information clearly to users.
• Reliable, self-motivated and able to work independently in a fast-paced environment.
• Excellent time management skills with a focus on accountability, process improvement and documentation.
• A proactive approach to identifying recurring issues and improving support processes.
• A valid Driver's Licence and willingness to travel between sites for work.
• Experience with Cisco Meraki, managing computer SOEs, Apple DEP and VPP, and MDM platforms - highly regarded, but not essential.

Why Work with Shadforth?

Celebrate Milestones | Monthly Birthday Raffle, Personal Goals and Team Achievements

Service Recognition Program | Recognition for your continual service with Shadforth

ShadLife Programs | Regular programs offering Wellness and Awareness initiatives co-designed amongst the Shadforth Teams

About Shadforth

Shadforth are one of Queensland's largest family-owned civil construction companies, originating on the Sunshine Coast over 50 years ago. We have a strong presence across Queensland and Northern New South Wales, where we have developed an outstanding reputation working across many sectors including residential and commercial subdivisions and major civil infrastructure, including roads and bridges.

At Shadforth, we are committed to fostering an inclusive and diverse workplace. We strongly encourage applications from women, First Nations people, and individuals from all backgrounds. Our goal is to create a welcoming environment where everyone feels valued, respected and supported to achieve their full potential.