Onsite IT Support Tech — End-User Expert with Growth Path

Affordable Car Loans Pty Ltd; Gold Coast City; On-site; AUD 55,000 - 75,000; Full time

Job summary

ACL Group is seeking an IT Support Officer to be the onsite hands-on desktop and end-user support specialist at our Southport office on the Gold Coast. You will work with our offshore Level 1 Service Desk as the Level 2 escalation point, handling device builds, starter setups, AV for meeting rooms, and basic network triage.

You will support Windows 11, Microsoft 365, Intune, Entra ID, and Azure Virtual Desktop, while maintaining asset records and security policies.

Qualifications

• Minimum 2 years' experience in a desktop or end-user support role.
• Strong working knowledge of Windows 11 and Microsoft 365.
• Experience with Microsoft Intune and Entra ID for device and user management.
• Hardware troubleshooting and device imaging/deployment experience.
• Working knowledge of networking fundamentals.
• Desirable: ITIL 4 Foundation or demonstrated ITIL practices (incident, problem, service request and change enablement).
• Desirable: Microsoft MS-900 (Microsoft 365 Fundamentals).
• Desirable: Windows Autopilot and Azure Virtual Desktop experience.

Responsibilities

• Acting as the onsite Level 2 escalation point for the Level 1 Service Desk, resolving incidents across local and cloud infrastructure.
• Managing incidents and service requests within SLA targets with accurate ticket records.
• Building, configuring and deploying laptops, desktops, and peripherals using Microsoft Intune and Windows Autopilot.
• Preparing devices for new starters and reallocating equipment for leavers.
• Supporting Microsoft 365, Azure Virtual Desktop and line-of-business applications at the desktop level.
• Assisting meeting rooms, AV equipment, printers, headsets and Genesys Cloud softphone setup.
• Diagnosing onsite network connectivity issues and escalating to the MSP.
• Maintaining the IT asset register and hardware stock and disposal of retired equipment.
• Keeping end-user devices compliant with security policies and escalating security incidents.
• Creating and maintaining knowledge articles and procedures for the Level 1 Service Desk.

Skills

Windows 11

Microsoft 365

Microsoft Intune

Entra ID

Hardware troubleshooting

Device imaging/deployment

Networking fundamentals

ITSM tool usage

MS-900 (Microsoft 365 Fundamentals)

ITIL 4 Foundation

Azure Virtual Desktop

Windows Autopilot

Tools

Microsoft Intune

Windows Autopilot

Azure Virtual Desktop

Job description

ACL Group is seeking an IT Support Officer to be the onsite hands-on desktop and end-user support specialist at our Southport office on the Gold Coast. You will work with our offshore Level 1 Service Desk as the Level 2 escalation point, handling device builds, starter setups, AV for meeting rooms, and basic network triage.

You will support Windows 11, Microsoft 365, Intune, Entra ID, and Azure Virtual Desktop, while maintaining asset records and security policies.