ICT Help Desk Support (L1& L2)

Job Description

About the role:

• Provide first-line (L1) support for IT incidents and service requests via phone, email, and ticketing systems. Some out of hours and shift work required.
• Troubleshoot and resolve common hardware, software, and network issues.
• Escalate complex technical issues to L2 or specialist teams when required.
• Perform user account management, including password resets and access provisioning.
• Install, configure, and support desktop hardware, software, and peripherals.
• Assist with onboarding and offboarding of users (setup, access, equipment).
• Log, track, and update incidents in ITSM tools (e.g. ServiceNow, Jira).
• Conduct remote troubleshooting using standard support tools.
• Support basic network connectivity issues (Wi-Fi, VPN, LAN access).
• Maintain knowledge base articles and support documentation.
• Ensure adherence to SLAs and service desk procedures.
• Provide L2 support for more complex issues such as application errors, system configurations, and deeper diagnostics.

About you:

• Australian citizen (required for Defence projects) with a min AGSVA NV1 clearance.
• Min Certificate 3 or above in Information Technology or an IT/related field (or equivalent experience).
• Experience in ICT service desk or technical support environment.
• Familiarity with ITSM tools (e.g. ServiceNow, Jira Service Management, Zendesk).
• Strong understanding of Windows/Mac operating systems.
• Basic knowledge of networking concepts (DNS, DHCP, VPN, TCP/IP).
• Experience supporting Microsoft 365 and common business. Applications
• Communicates clearly and confidently, both written and verbal.
• Is highly organised with strong attention to detail.
• Builds positive relationships and manages stakeholders effectively.
• Works well independently and takes initiative.
• Can manage competing priorities and meet deadlines.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

#GraphicDesignJobsOnline

#WebDesignRemoteJobs #FreelanceGraphicDesigner #WorkFromHomeDesignJobs #OnlineWebDesignWork #RemoteDesignOpportunities #HireGraphicDesigners #DigitalDesignCareers# Dynamicbrand guru