IT Support Specialist - Onsite Helpdesk (1st/2nd Line)

The Garvan Institute of Medical Research; Sydney; On-site; AUD 51,000 - 85,000; Full time

Benefits offered by this job

Salary packaging

18 weeks parental leave

Flexible work arrangements

Discounted Health Insurance

Training & development

Job summary

The Garvan Institute of Medical Research in Sydney is seeking an IT Support Specialist to deliver 1st and 2nd line IT support across macOS and Windows environments, including Office 365. You will assist over 700 users, handle walk-up support, and maintain devices and printers in a busy, international research setting.

The role is onsite five days a week, offers flexible start times, generous salary packaging, and extensive training opportunities within a diverse, dynamic IT team.

Qualifications

• 2–4 years help desk experience or similar environment with ticketing system experience
• Excellent communication and interpersonal skills
• Able to multi-task and work quickly under pressure
• Flexible and reliable with strong research and troubleshooting ability
• Good time management and attention to detail; able to work unsupervised
• Strong customer service ethic with focus on high-quality service
• Experience with Laptop Support on macOS and Windows 11, including Office365

Responsibilities

• Provide 1st and 2nd level IT support via telephone, service desk portal and face-to-face for 700+ users
• IT bar shifts 9–11am & 2–4pm daily for walk-up support
• Wipe and rebuild laptops following standard operating procedures
• Maintain high customer satisfaction and service quality
• Support macOS and Windows devices and Office 365
• Maintain printers and peripheral equipment
• Setup and support Mac and Windows workstations
• Record and update tickets in the help desk system
• Provide central, client-focused IT support and resolve requests promptly

Skills

help desk

customer service

communication

troubleshooting

macOS

Windows

Office 365

Tools

Office 365

Mac OS

Windows

Job description

The Garvan Institute of Medical Research in Sydney is seeking an IT Support Specialist to deliver 1st and 2nd line IT support across macOS and Windows environments, including Office 365. You will assist over 700 users, handle walk-up support, and maintain devices and printers in a busy, international research setting.

The role is onsite five days a week, offers flexible start times, generous salary packaging, and extensive training opportunities within a diverse, dynamic IT team.