Service Desk Technician - Level 1

OPC IT; Canberra; On-site; AUD 55,000 - 75,000; Full time

Job summary

OPC IT is seeking an entry-level IT helpdesk professional to be the first contact for managed services clients. You will resolve routine incidents, document steps clearly, and escalate more complex issues to Level 2 and security teams. The role covers support across Windows, Microsoft 365, and network peripherals.

Join a dedicated team that maintains ICT infrastructure across multiple locations in Australia, with a focus on customer service, clear communication, and adherence to documented SOPs.

Qualifications

• Helpdesk or IT support experience, or relevant entry-level training or a traineeship.
• Experience working with a ticketing system.
• Understanding of ITIL.
• Strong communication skills, including the ability to explain technical steps clearly.
• Good time management, attention to detail and composure under pressure.
• Willingness to follow documented processes and to ask for help early.
• Ability to learn quickly and adapt.
• Fluency in English.
• An entry-level IT qualification or Microsoft certification.
• Windows 11 troubleshooting.
• Microsoft 365, Entra ID (Active Directory) and Intune.
• Basic hardware and printer skills.
• Basic networking knowledge (DNS/DHCP, firewalls, routers and switches).
• Basic understanding of backup technologies.
• Experience with Halo or similar ticketing and remote support tools.
• Current driver's license and vehicle.

Responsibilities

• Answer Service Desk calls and log tickets in Halo.
• Sort and prioritise tickets and fix routine issues using SOPs and knowledge articles.
• Reset passwords and MFA, onboard/offboard users, manage mailboxes and licences.
• Set up and deploy devices using standard builds and Autopilot.
• Support users remotely and on-site with Windows, Microsoft 365, printers and peripherals.
• Respond to monitoring alerts including backups and endpoint protection.
• Keep client records, asset details and knowledge articles up to date.
• Escalate promptly with full notes when issues are beyond Level 1 or security concerns arise.

Skills

Customer service

IT support

Communication

Time management

Attention to detail

Adaptability

Fluent English

Driver's license

Education

Entry-level IT qualification or Microsoft certification

Tools

Halo ticketing system

Remote support tools

Microsoft 365

Entra ID (Active Directory)

Intune

Windows 11 troubleshooting

Microsoft Autopilot

DNS/DHCP networking basics

Job description

Established in 1985, OPC IT offers a range of technology solutions to small business, government departments and education clients throughout Australia.

About the role

As the first point of contact for our managed services clients, you'll handle and resolve common incidents and service requests. You'll keep clients informed in clear, friendly language and pass more complex work to our Level 2, security, network and onsite specialists. You'll join a dedicated team that supports and maintains client ICT infrastructure across many locations.

What you'll do

• Answer Service Desk calls and requests, and log and update tickets in Halo
• Sort and prioritise new tickets, then fix routine issues using our standard procedures (SOPs) and knowledge articles
• Reset passwords and MFA, onboard and offboard users, change mailboxes and groups, and assign licences
• Set up and deploy devices using our standard builds and Microsoft Autopilot
• Support users remotely and at their desks with Windows, Microsoft 365, printers, peripherals, connectivity and meeting rooms
• Act on assigned monitoring alerts, including backup, endpoint protection and disk capacity
• Keep client records, asset details and knowledge articles up to date
• Escalate promptly, with full notes, whenever an issue is beyond Level 1 scope or raises a security concern

About you

At OPC IT, our people are our most valuable asset and we choose our team carefully. You'll be flexible, well presented and passionate about customer service. You'll also bring:

• Helpdesk or IT support experience, or relevant entry-level training or a traineeship
• Experience working with a ticketing system
• An understanding of ITIL
• Strong communication skills, including the ability to explain technical steps clearly
• Good time management, attention to detail and composure under pressure
• A willingness to follow documented processes and to ask for help early
• The ability to learn quickly and adapt
• Fluency in English
• An entry-level IT qualification or Microsoft certification
• Windows 11 troubleshooting
• Microsoft 365, Entra ID (Active Directory) and Intune
• Basic hardware and printer skills
• Basic networking knowledge (DNS/DHCP, firewalls, routers, switches and wireless)
• A basic understanding of backup technologies
• Experience with Halo or similar ticketing and remote support tools
• Current driver's license and vehicle

What we offer

We work in a dynamic, fast-paced environment that calls for a 'sleeves up, can do' attitude and a highly professional work ethic. In return, you'll get an attractive salary package with benefits, based on your experience. You'll also get ongoing training and professional development, and we'll support you to keep your certifications current.