Job Description

Job Description

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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.

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Key Responsibilities

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Technical Support & Troubleshooting

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

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

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

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- Create and update technical documentation, procedures, and user guides.
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- Provide input on support process improvements and contribute to the knowledge base.
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Qualifications

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Required:

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

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

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

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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