Job Description

We are looking for a skilled and customer‑focused Level 1/2 IT Service Desk Technician to join our IT support team. This is a frontline role serving as an initial point of contact for clients seeking technical assistance. You will be a key player in ensuring operational continuity, user satisfaction, and efficient resolution of incidents and requests.

Key Responsibilities

Technical Support & Troubleshooting

- Provide first and second level support for desktop, laptop, mobile, and peripheral issues.
- Troubleshoot hardware and software problems related to Windows, macOS, Office 365, printers, and network connectivity.
- Handle Active Directory tasks including user account creation, password resets, and group permissions.

Ticket Management

- Create, manage and resolve tickets within SLA guidelines.
- Accurately document all actions and communications in the ITSM tool (Freshservice).
- Escalate complex issues to Level 2/3 support teams when necessary, ensuring proper handover and follow‑up.

Systems & Tools Support

- Support user access to corporate applications, VPN, email systems, and collaboration tools.
- Maintain knowledge of standard operating environments and software configurations.
- Work collaboratively with colleagues to deliver top‑tier service during outages and incidents.

Documentation & Process Improvement

- Create and update technical documentation,



procedures, and user guides.
- Provide input on support process improvements and contribute to the knowledge base.

Qualifications

Required:

- 2+ years in IT support/service desk with skills in troubleshooting, backup/recovery, Active Directory, and remote monitoring/management tools.
- Solid knowledge of Windows 10/11, macOS, Office 365, and basic networking.
- Experience using remote support tools and ticketing systems.
- Solid understanding of ITIL or similar service management frameworks.

Preferred:

- Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft MCP/MCSA).
- Familiarity with endpoint management tools like SCCM or Intune.
- Bonus: exposure to dental services software/equipment.

Soft Skills:

- Excellent problem‑solving and analytical abilities.
- Strong written and verbal communication.
- Calm, customer‑focused, able to prioritise under pressure.

Additional Information

This is a high‑impact role with real influence on operational performance at ground level. You’ll be joining a collaborative and supportive team that values innovation and results, with opportunities for growth across a dynamic, multi‑site organisation. The position offers a competitive salary, comprehensive benefits, and flexible working arrangements.

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📌 Level 1 IT Service Desk Technician (Queensland)
🏢 Abano Healthcare Group
📍 Queensland