Entry/ Level 1 Service Desk Technician

Job Description

Job Description

We’re looking for a Level 1 IT Technician to join our support team. You’ll be a first point of contact for our clients’ day-to-day IT issues, with a mix of remote troubleshooting and on-site visits. Experience is great but not essential, as long as you have a positive attitude and a willingness to learn. If you’re looking for a career, not just a job, this is a genuinely varied role in a small team, with a clear path to grow from everyday helpdesk work into more advanced systems and infrastructure management.

Key Responsibilities

Technical Support & Troubleshooting

•        Provide first-line support for desktops, laptops, mobile devices and peripherals

•        Troubleshoot hardware and software issues across Windows, Microsoft 365, printers and network connectivity

•        Assist with basic Active Directory tasks such as password resets and account setup

Site & Infrastructure Support

•        Visit client sites across Canberra for installs, break-fix work and routine maintenance

•        Support and maintain client hardware, network equipment and infrastructure on-site

•        Assist with hardware deployments and stock/parts as needed

Ticket Management

•        Log, manage and resolve support tickets within SLA guidelines

•        Document actions and communications clearly in our ticketing system

•        Escalate complex issues to Level 2/3 with a thorough handover

Documentation & Process Improvement

•        Keep clear, accurate notes and time entries against jobs

•        Contribute to our internal documentation and knowledge base

Qualifications

Required

•        A genuine willingness to learn and a can-do attitude — we’re happy to train the right person

•        Comfortable around computers and technology generally

•        Reliable, and able to work well as part of a small team

•        Current driver’s licence and based in or around Canberra — you’ll be visiting client sites

Preferred (not essential)

•        Some experience in an IT support, helpdesk, or similar customer-facing role

•        Working knowledge of Windows, Microsoft 365 and basic networking

•        Printer/MFD experience

•        Cert IV in IT, CompTIA A+, or similar certification

•        Exposure to ticketing systems, RMM tools, or a managed services environment

Soft Skills

•        Good written and verbal communication — you’ll be dealing directly with clients

•        Calm, customer-focused, and able to prioritise under pressure

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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