Desktop Support Officer – Device Replacement

About the role

We are seeking an experienced and customer-focused Desktop Support Officer to join a technical ICT team responsible for managing enterprise hardware lifecycle activities and supporting users through device replacements and technology transitions.

This role will play a key part in delivering high-quality ICT support services, including the deployment, maintenance, and troubleshooting of desktop environments, hardware, software, and end-user technologies. You will work closely with internal teams and end users to ensure a smooth replacement process and provide effective technical solutions within a large and complex ICT environment.

Key responsibilities

- Install, configure, maintain, and support enterprise ICT environments, including:
- Desktop and mobile hardware
- Operating systems
- Software and operating system deployments
- Microsoft 365 applications
- End-user computing environments
- Support device replacement and hardware refresh activities, ensuring minimal disruption to users.
- Perform troubleshooting, investigation, and resolution of technical issues within an ITIL-based service management framework.
- Assist with the deployment and support of ICT hardware and software across Queensland.
- Provide technical advice and guidance to users and stakeholders regarding ICT systems and infrastructure.
- Deliver high-quality customer service by understanding user needs and continuously improving support practices.
- Collaborate with technical teams to support effective ICT service delivery.

Highly desirable criteria





- Experience with operating system deployment methodologies, device imaging, or hardware rollout projects.
- Experience supporting large-scale device replacement or technology refresh initiatives.
- Robust understanding of enterprise desktop environments and end-user computing technologies.
- Knowledge of Microsoft deployment tools such as SCCM/MECM, Intune, Autopilot, or similar technologies.
- Experience working within an ITIL-aligned service management environment.
- Understanding of enterprise networking fundamentals, including TCP/IP, LAN, and WAN.
- Experience supporting Microsoft 365 environments.
- Previous experience in field support or onsite technical support roles.

Skills and experience

- Demonstrated experience providing desktop support, ICT support, or end-user computing services within a large organisation.
- Strong analytical and problem-solving skills, with the ability to investigate and resolve technical issues.
- Experience installing, configuring, and troubleshooting hardware and software.
- Ability to work independently, take initiative, and adapt to changing priorities.
- Excellent communication and interpersonal skills, with the ability to liaise effectively with users at all levels.
- Ability to work onsite in Brisbane CBD five days per week .
- Willingness and ability to travel within Queensland for up to five days at a time.
- Ability to perform physical aspects of the role, including manual handling of equipment up to 15kg and trolleying of devices.

Please note that a National Police Check might be required as part of pre-employment screening.

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📌 Desktop Support Officer – Device Replacement (Brisbane City)
🏢 Exclaim IT
📍 Brisbane City