IT Support

IT Support / Helpdesk Officer (6-Month Contract)

Brisbane CBD | Onsite Role | Immediate Start Available

We are seeking an experienced IT Support / Helpdesk Officer to join a busy and collaborative IT team based in Brisbane. This is a hands-on onsite role where you'll be the first point of contact for staff, providing exceptional technical support and ensuring day-to-day technology issues are resolved quickly and efficiently.

About the Role

As the primary IT support contact for internal users, you will provide face-to-face, remote, and service desk support across a broad range of technologies. You'll play a key role in maintaining a high-quality user experience while ensuring support requests are managed effectively through established processes and escalation pathways.

This role is ideal for someone who enjoys working directly with end users, thrives in a fast-paced environment, and takes pride in delivering outstanding customer service.

Key Responsibilities

Service Desk & User Support

• Act as the first point of contact for IT incidents and service requests

• Provide onsite deskside support and remote assistance to users

• Monitor and manage the helpdesk queue to ensure timely resolution of tickets

• Troubleshoot and resolve issues relating to:

-       User accounts, passwords, and MFA

-       Laptops, monitors, docking stations, and peripherals

-       Microsoft 365 applications

• Keep users informed through regular updates and clear communication

Incident Management & Escalation

• Perform initial diagnosis and troubleshooting of technical issues

• Determine appropriate escalation paths when required

• Escalate complex issues with detailed documentation and troubleshooting evidence

• Follow established support procedures, runbooks, and escalation frameworks

Device & Office Technology Support

• Provision, configure, and troubleshoot end-user devices

• Assist with device lifecycle activities including deployment and decommissioning

• Support MDM-related activities using Intune and JAMF

• Provide support for meeting room technology, AV equipment, Zoom, and Microsoft Teams

• Assist with IT support requirements for internal meetings and events

About You

To be successful in this role, you'll bring:

Essential Experience

• Proven experience in an IT Support, Service Desk, or Helpdesk role

• Strong customer service skills with excellent communication abilities

• Experience supporting Windows and macOS environments

• Solid knowledge of Microsoft 365 applications and services

• Experience using ticketing systems and managing support queues

• Understanding of ITIL principles, support processes, and escalation procedures

• Experience working with IT Service Management (ITSM) platforms

Desirable Skills

• Exposure to Microsoft Intune and JAMF

• Familiarity with Entra ID (Azure AD) or Okta

• Experience supporting meeting room AV and conferencing technologies

• Knowledge of endpoint management and device lifecycle processes

What's on Offer?

• Opportunity to work within a well-established and supportive IT team

• Varied and hands-on technical environment

• Exposure to a broad range of technologies and end-user support activities

• Contract opportunity with an organisation that values collaboration, service excellence, and continuous improvement

If you're an IT support professional who enjoys helping people, solving technical challenges, and delivering excellent customer experiences, we'd love to hear from you.

Apply now with your updated resume