Level 1 IT Service Desk Technician

Abano Healthcare Group; Queensland; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Flexible working arrangements

Job summary

A healthcare services organization in Queensland is seeking a skilled Level 1/2 IT Service Desk Technician to join their IT support team. This role involves providing crucial technical support, managing tickets, and contributing to process improvements. The ideal candidate should have over 2 years of experience in IT support along with strong problem-solving and communication skills. This position offers a competitive salary and flexible working arrangements within a collaborative environment.

Qualifications

• 2+ years in IT support/service desk with skills in troubleshooting and remote monitoring.
• Strong knowledge of Windows 10/11, macOS, Office 365, and basic networking.
• Experience using remote support tools and ticketing systems.

Responsibilities

• Provide first and second level support for PCs and peripherals.
• Manage tickets ensuring adherence to SLA guidelines.
• Create and update technical documentation for users.

Skills

Troubleshooting

User Support

Active Directory management

Networking knowledge

Education

Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft MCP/MCSA)

Tools

Freshservice

SCCM

Intune

Job description

Job Description

We are looking for a skilled and customer‑focused Level 1/2 IT Service Desk Technician to join our IT support team. This is a frontline role serving as an initial point of contact for clients seeking technical assistance. You will be a key player in ensuring operational continuity, user satisfaction, and efficient resolution of incidents and requests.

Key Responsibilities

Technical Support & Troubleshooting

• Provide first and second level support for desktop, laptop, mobile, and peripheral issues.
• Troubleshoot hardware and software problems related to Windows, macOS, Office 365, printers, and network connectivity.
• Handle Active Directory tasks including user account creation, password resets, and group permissions.

Ticket Management

• Create, manage and resolve tickets within SLA guidelines.
• Accurately document all actions and communications in the ITSM tool (Freshservice).
• Escalate complex issues to Level 2/3 support teams when necessary, ensuring proper handover and follow‑up.

Systems & Tools Support

• Support user access to corporate applications, VPN, email systems, and collaboration tools.
• Maintain knowledge of standard operating environments and software configurations.
• Work collaboratively with colleagues to deliver top‑tier service during outages and incidents.

Documentation & Process Improvement

• Create and update technical documentation, procedures, and user guides.
• Provide input on support process improvements and contribute to the knowledge base.

Qualifications

Required:

• 2+ years in IT support/service desk with skills in troubleshooting, backup/recovery, Active Directory, and remote monitoring/management tools.
• Strong knowledge of Windows 10/11, macOS, Office 365, and basic networking.
• Experience using remote support tools and ticketing systems.
• Solid understanding of ITIL or similar service management frameworks.

Preferred:

• Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft MCP/MCSA).
• Familiarity with endpoint management tools like SCCM or Intune.
• Bonus: exposure to dental services software/equipment.

Soft Skills:

• Excellent problem‑solving and analytical abilities.
• Strong written and verbal communication.
• Calm, customer‑focused, able to prioritise under pressure.

Additional Information

This is a high‑impact role with real influence on operational performance at ground level. You’ll be joining a collaborative and supportive team that values innovation and results, with opportunities for growth across a dynamic, multi‑site organisation. The position offers a competitive salary, comprehensive benefits, and flexible working arrangements.