IT Support Officer (Level 1)

.au Domain Administration Ltd; City of Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Salary packaging

Flexible work arrangements

Development opportunities

Inclusive culture

Job summary

.au Domain Administration Ltd (auDA) is seeking a proactive IT Support Officer (Level 1) in Melbourne to deliver frontline technical assistance. You will troubleshoot issues, manage tickets, provision devices, and support onboarding/offboarding while contributing to continuous improvement across the IT environment.

You will work with Windows 10/11, Microsoft 365, Intune and Azure AD, providing clear, customer-friendly guidance and collaborating with colleagues.

Qualifications

• 2+ years in IT Support, Service Desk or Helpdesk
• Experience with Windows 10/11 and desktop hardware
• Strong knowledge of Microsoft 365 (Teams/Outlook/OneDrive)
• Experience using ticketing systems to manage requests
• Understanding of networking basics (TCP/IP, DNS, DHCP, VPNs)
• Excellent customer service and communication skills
• Ability to explain technical concepts in plain English
• Experience with Intune, Entra ID and Exchange Online
• Microsoft cloud-first environment exposure
• Jira Service Management exposure
• Relevant certifications such as CompTIA A+/N+, ITIL Foundation or Cisco CCNA

Responsibilities

• Provide Level 1 technical support via face-to-face, phone, video or remote assistance
• Manage and resolve support tickets promptly and professionally
• Troubleshoot hardware, software, device and connectivity issues
• Assist with onboarding and offboarding including accounts and device setup
• Support Microsoft 365 administration and endpoint management
• Create and maintain user guides and knowledge base articles
• Identify opportunities to improve processes and automate tasks
• Provide end-user training on systems, applications and devices

Skills

Customer service

Clear communication

Troubleshooting

Proactive problem solving

Attention to detail

Willingness to learn

Tools

Microsoft 365

Intune

Entra ID / Azure AD

Exchange Online

Jira Service Management

Windows 10/11

Job description

The IT Support Officer (Level 1) is responsible for delivering high-quality Level 1 technical support to ensure our people have the tools, systems and support they need to do their best work. You'll troubleshoot issues, manage support requests, provision devices, support onboarding and offboarding activities, and contribute to continuous improvement across our IT environment.

Key responsibilities

• Provide technical support to all employees via face-to-face, phone, video, or remote assistance, ensuring timely resolution of issues
• Managing and resolving support tickets in a timely and professional manner.
• Troubleshooting hardware, software, device and connectivity issues.
• Supporting employee onboarding and offboarding, including user accounts, access permissions and device setup.
• Assisting with Microsoft 365 administration and endpoint management.
• Creating and maintaining user guides, documentation and knowledge base articles.
• Identifying opportunities to improve processes, automate routine tasks and enhance the employee experience.
• Provide end-user training on systems, applications, and devices to enhance user proficiency and adoption

About you

You are someone who enjoys helping people, communicating clearly and finding practical solutions to problems.

You’ll Bring

• At least 2 years' experience in an IT Support, Service Desk or Helpdesk role, with exposure to Level 2 tasks.
• Experience supporting Windows 10/11 environments and desktop hardware.
• Strong knowledge of Microsoft 365, including Teams, Outlook and OneDrive.
• Experience using ticketing systems to manage and prioritise support requests.
• Understanding of networking fundamentals such as TCP/IP, DNS, DHCP and VPNs.
• Excellent customer service and communication skills, with the ability to explain technical concepts in plain English.
• Strong attention to detail and a proactive approach to problem solving.
• A willingness to learn, grow and stay current with emerging technologies.
• Experience with Microsoft Intune, Entra ID (Azure AD) and Exchange Online.
• Experience in a Microsoft cloud-first environment.
• Exposure to Jira Service Management.
• Relevant certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft certifications or Cisco CCNA.

What we offer

• Competitive salary and salary packaging
• Flexible working arrangements
• Ongoing professional development and training opportunities
• An inclusive and collaborative culture that values your contributions

About us

.au Domain Administration Ltd (auDA) is the industry self-regulatory body for the .au country code Top Level Domain (ccTLD). We are responsible for the management and administration of the .au domain, ensuring it remains a trusted and secure online space for all Australians. As a not-for-profit organisation, we are committed to promoting the use of the .au domain and fostering a vibrant and innovative digital economy.

Our ESG Commitment

At auDA, we are committed to sustainability, inclusion and strong governance. These principles guide how we operate, support our people and create positive outcomes for the Australian community.

Additional Information

The successful candidate will be required to satisfactorily complete a National Police, Right to Work and Bankruptcy checks. An AusCheck Critical Infrastructure Background Check will also need to be conducted.

Applications close

Applications close at 5.00PM, Friday 6 November 2026.