Workplace Tech Support Lead (Hybrid, MS 365)

National Heavy Vehicle Regulator; Sydney; Hybrid; AUD 105,000 - 110,000; Full time

Benefits offered by this job

Hybrid work up to 2 days from home

Superannuation 15.25% co-contribution

Salary package options

Wellbeing programs and discounted IT

Ongoing training and professional dev

Job summary

The National Heavy Vehicle Regulator (NHVR) invites applications for a Workplace Technology Officer to deliver hands-on IT support for end-user computing across the organisation. You will manage and maintain workstations, mobile devices, collaboration tools and other IT endpoints, enabling reliable service delivery.

You will troubleshoot Level 2 issues, support Microsoft 365 apps, and maintain documentation while collaborating with the IT Service Delivery team on asset inventories and patch

Qualifications

• Hands-on experience diagnosing and resolving Level 2 issues for endpoints, software and OS.
• Experience with Microsoft 365 apps (Outlook/Teams/OneDrive/SharePoint).
• Proven ability to write and maintain knowledge base articles and SOPs.
• Familiarity with ITSM platforms (ServiceNow) for ticketing and incident management.
• Experience maintaining IT asset inventories and improving compliance.

Responsibilities

• Troubleshoot and resolve Level 2 endpoint, software and OS issues escalated by Level 1.
• Provide support for Microsoft 365 tools and resolve mid-level issues.
• Diagnose hardware issues and manage firmware updates for laptops/desktops.
• Escalate unresolved issues to senior engineers and document handovers.
• Maintain knowledge base articles and SOPs to improve self-service.
• Assist with onboarding, account creation, drive mapping and device setup.
• Collaborate with IT Service Delivery to manage asset inventories and compliance.
• Support patch workflows, device configurations and lifecycle updates with proper docs.
• Manage ServiceNow ticket workflows and ensure timely quality resolutions.

Skills

Level 2 support

Microsoft 365 tools

IT documentation

ITSM familiarity

Asset management

Education

ITIL Foundation

Microsoft Modern Desktop Administrator Associate

Tools

ServiceNow

Intune / Endpoint Manager

Azure

Microsoft 365

Job description

The National Heavy Vehicle Regulator (NHVR) invites applications for a Workplace Technology Officer to deliver hands-on IT support for end-user computing across the organisation. You will manage and maintain workstations, mobile devices, collaboration tools and other IT endpoints, enabling reliable service delivery.

You will troubleshoot Level 2 issues, support Microsoft 365 apps, and maintain documentation while collaborating with the IT Service Delivery team on asset inventories and patch