Ikon Collectables/Popcultcha is an Australian-owned & operated family business that has been retailing and wholesaling collectables for 30+ years and counting! We are a fun business that has its heart steeped in great customer outcomes and supports the collectables community world-wide. We sell vinyl toys, statues, action figures, trading cards, board games, books, vinyl records and comics and much, much more.

This role is based out of our Geelong HQ & warehouse - a fun and diverse workplace where we consistently achieve a high standard of work and promote great customer focused outcomes. We work fast and our facility is always abuzz with activity but at all times we ensure our staff are well cared for and respected in the workplace.

We ship thousands of orders each and every day to all corners of the globe from our Geelong HQ. We employ hundreds of eccentric Geelong locals and families and we are part of the fabric of the Geelong economy.

The IT Support Officer provides hands-on technical support for day-to-day IT needs across head office, retail locations, and warehouse environments of Ikon Collectables/Popcultcha. The role ensures staff have access to reliable, secure, and functional systems by assisting with desktop support, troubleshooting common issues, and coordinating with the external managed services provider (MSP) for escalations and infrastructure changes.

Key Responsibilities

Provide first-level support for users on both macOS and Windows devices

Set up and troubleshoot desktop hardware, printers, barcode scanners, and label printers

Assist with user account management via Active Directory (password resets, group changes, onboarding/offboarding)

Support Google Workspace (Gmail, Drive, Calendar) and basic Microsoft 365 usage

Perform basic network troubleshooting (connectivity, VLAN awareness, IP/DNS resolution)

Escalate issues to the MSP when required, with clear documentation

Assist with routine IT tasks such as device setup, patching, and on-site troubleshooting

Communicate effectively with non-technical staff within the warehouse and retail environments

Create and follow basic IT process documentation and checklists

Liaise with external vendors for hardware or software support as directed

Technologies in Use

Operating Systems: macOS, iOS, Windows 10/11

Cloud Platforms: Google Workspace, Microsoft 365

Directory Services: Active Directory

Networking: UniFi, Sophos Connect VPN, Sophos Firewall

Device Management: Mosyle MDM

Storage & Backup: Synology NAS, macOS Time Machine, ShadowProtect

Virtualisation: Hyper-V

Peripherals: Brother, Kyocera, and Toshiba multifunction printers

Requirements

Experience with desktop support (macOS and Windows)

Familiarity with Google Workspace and basic Microsoft 365 tools

Understanding of Active Directory user management

Awareness of endpoint security tools (e.g., Windows Defender)

Ability to support common peripherals and retail/warehouse devices

Basic understanding of networking concepts such as VLANs, subnets, DNS, and VPN

Strong communication skills and willingness to provide in-person assistance

Ability to follow existing IT processes and create simple documentation (e.g., onboarding checklists, troubleshooting guides)

Desirable Skills and Experience

Experience with Brightpearl, Magento, or other e-commerce/inventory systems

Familiarity with point-of-sale systems

Experience with ITSM, ticketing, or helpdesk platforms

Experience working in an MDM-managed environment (e.g., Mosyle, Intune)

Exposure to Hyper-V and Windows Server environments (e.g., rebooting VMs, viewing logs)

Understanding of basic web technologies or database (*SQL) concepts

To apply, please include a cover letter demonstrating how you meet the above key responsibilities, including your current resume and email to [email protected]