Job Title: Expression of Interest - Level 1 and 2 Helpdesk IT Support

Location: Central Coast

Position Overview:

We are currently seeking expressions of interest from experienced and enthusiastic individuals for Level 1 and 2 Helpdesk IT Support positions.

The ideal candidates will have a passion for technology, excellent communication skills, and a strong desire to provide exceptional customer service. As a member of our Helpdesk IT Support team, you will be responsible for assisting end-users with technical issues, troubleshooting hardware and software problems, and ensuring the smooth operation of our IT systems.

Responsibilities:

• Provide first and second-level technical support to end-users via phone, email, chat, or in person.
• Assist users with hardware and software installation, configuration, and troubleshooting.
• Troubleshoot and provide adequate triage and response for IT issues and escalate to Level 3 support when necessary.
• Log and track support requests using a helpdesk ticketing system.
• Follow standard operating procedures for incident management and resolution.
• Provide quality documentation for technical procedures, troubleshooting steps, and resolutions.
• Maintain a high level of customer satisfaction through timely and effective communication.
• Liaising with internal and external parties for support on incidents, following process to ensure that incidents are actioned in a timely manner, clients remain updated, and progress is tracked.
• High attention to detail.

Knowledge, Qualification, Skills & Experience Required:

• High school diploma or equivalent.
• Bachelor’s degree in Information Technology or related field is a plus.
• Minimum of 2-3 years of experience in a helpdesk or technical support role.
• Previous experience in IT MSP environments an advantage.
• Previous experience with ConnectWise Manage.
• Strong knowledge of Microsoft Windows operating systems and Office applications.
• Strong knowledge in Microsoft 365 products.
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP).
• Familiarity with following ITIL processes – incident management, change and release, problem management, asset management.
• Excellent communication and interpersonal skills.
• Ability to prioritise tasks and work effectively under pressure.
• Customer-focused attitude with a passion for helping others.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are advantageous but not required.
• Participating in a on-call roster on a rotating basis. When necessary, travel to client sites, interstate and internationally as required