Service Helpdesk - L1 to L2 - Need Baseline Clerance

Talenza; Adelaide; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Superannuation

Hybrid role

Job summary

Talenza is seeking a Level 1 Helpdesk Support Analyst to be the first point of contact for IT support requests across hardware, software and Microsoft technologies in a predominantly Microsoft environment.

You will provide frontline support via phone, email, chat and tickets, troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams and SharePoint Online, and assist with onboarding and device provisioning. This role requires Baseline Security Clearance.

Qualifications

• 2+ years of experience in Helpdesk, Service Desk or IT Support.
• Active Australian Government Baseline Security Clearance or higher.
• Strong knowledge of Microsoft 365 and Entra ID fundamentals.
• Experience with ITSM platforms (ServiceNow, Jira Service Management, Freshservice or Zendesk).
• Experience supporting Microsoft Windows environments.
• Ability to explain technical issues to non-technical users.

Responsibilities

• Provide first-line IT support via phone, email, chat and ticketing systems.
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive and SharePoint Online.
• Support user accounts, password resets, access requests and mailbox administration.
• Troubleshoot desktop, laptop, printer, mobile device and peripheral issues.
• Log, triage and prioritise incidents and service requests through the ITSM platform.
• Escalate more complex issues to Level 2 or Level 3 support teams.
• Support employee onboarding and offboarding, including user provisioning and equipment setup.
• Assist with device deployment, software installation, patching and asset management.
• Provide basic support across Entra ID / Active Directory and Azure.
• Maintain accurate incident records, technical documentation and knowledge articles.
• Follow ITIL-based service management processes and agreed SLAs.
• Deliver a professional and customer-focused support experience throughout the resolution process.

Skills

Customer focus

Communication

Troubleshooting

Windows OS

Microsoft 365

Entra ID

Active Directory

Intune

Azure

ITIL

Education

Certificate IV / Diploma / Degree in IT or related

Tools

ServiceNow

Jira Service Management

Freshservice

Zendesk

Remote support tools

SharePoint Online admin

Teams admin

Endpoint Manager / Intune

Azure AD

Job description

• $60k-$80k + super | Grow your technical career in a Microsoft environment
• Hybrid Sydney role | Work across users, devices, cloud and workplace technology
• M365, Azure, Entra ID & Intune | Hands-on exposure to modern IT infrastructure
• Active Australian Government Baseline Security Clearance required

As a Level 1 Helpdesk Support Analyst, you will be the first point of contact for IT support requests, providing timely and customer-focused assistance across hardware, software, networking and Microsoft technologies.

You will:

• Provide first-line IT support via phone, email, chat and ticketing systems.
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive and SharePoint Online.
• Support user accounts, password resets, access requests and mailbox administration.
• Troubleshoot desktop, laptop, printer, mobile device and peripheral issues.
• Log, triage and prioritise incidents and service requests through the ITSM platform.
• Escalate more complex issues to Level 2 or Level 3 support teams.
• Support employee onboarding and offboarding, including user provisioning and equipment setup.
• Assist with device deployment, software installation, patching and asset management.
• Provide basic support across Entra ID / Active Directory and Azure.
• Maintain accurate incident records, technical documentation and knowledge articles.
• Follow ITIL-based service management processes and agreed SLAs.
• Deliver a professional and customer-focused support experience throughout the resolution process.

• Active Baseline Clearance or higher clearance is a MUST
• 2+ years' experience in Helpdesk, Service Desk, Desktop Support or IT Support.
• Experience supporting Microsoft Windows environments.
• Practical knowledge of Microsoft 365 and common M365 troubleshooting.
• Understanding of Active Directory and Entra ID fundamentals.
• Basic networking knowledge across TCP/IP, DNS, DHCP and VPN.
• Experience working with an ITSM or ticketing platform such as ServiceNow, Jira Service Management, Freshservice or Zendesk.
• Experience using remote support tools.
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills and the ability to explain technical issues to non-technical users.
• Strong customer service mindset and ability to manage competing support requests.
• A relevant Certificate IV, Diploma or Degree in IT, Computer Science or a related discipline.

• Experience with Microsoft Intune / Endpoint Manager.
• Exposure to Microsoft Teams administration.
• Basic Azure cloud support experience.
• Exposure to Microsoft Defender or endpoint security technologies.
• SharePoint Online administration or troubleshooting experience.
• Experience supporting hybrid Microsoft environments.
• Microsoft certifications such as MS-900 or AZ-900.
• ITIL Foundation certification.

Join a collaborative IT Support team supporting users across a predominantly Microsoft-based technology environment. This is an opportunity to develop your technical capability across Microsoft 365, Azure, Entra ID, Intune and modern workplace technologies, while working closely with experienced Level 2 and Level 3 support teams.