Level 1 Help Desk Technician — Growth & Flexible Hours

Accucom Systems Integration

The Hills Shire Council

On-site

AUD 60,000 - 80,000

Full time

14 days+

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Job summary

Accucom is seeking a Level 1 IT Support specialist to join our MSP team in NSW. You will handle Level 1 tickets via phone, email, and portal, troubleshoot Windows and 365 environments, and onboard/offboard users.

You'll work with senior engineers, document issues, and escalate complex problems. The role emphasizes customer service, accuracy, and teamwork in a fast-paced IT environment with steps towards Level 2/3 roles.

Qualifications

Experience in an MSP Help Desk, Service Desk, or IT Support role.
Strong troubleshooting skills across Windows and Microsoft 365.
Experience with Active Directory, Entra ID, Exchange Online, Teams, and endpoint support.
Experience supporting Apple macOS environments.
Excellent customer service and communication skills.
Strong attention to detail and ability to follow processes.
Ability to work independently and in a team.
Desirable: Jamf Pro administration or support.
Desirable: Microsoft Intune and mobile device management experience.

Responsibilities

Provide Level 1 support via phone, email, remote support, and service portal.
Log, prioritise, and manage support tickets through to resolution or escalation.
Troubleshoot Microsoft 365, Windows, MAC, mobile devices, printers, networking, and end-user applications.
Perform user onboarding and offboarding activities.
Assist with password resets, MFA configuration, access requests, and account administration.
Deploy and configure workstations, laptops, and mobile devices.
Maintain accurate ticket notes, documentation, and knowledge base articles.
Escalate complex issues to Level 2 and Level 3 engineers when required.
Deliver outstanding customer service and communication.