Job Description
Level 1 IT Support / Help Desk & Workshop Technician
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ITSNQ is a growing managed IT services provider supporting businesses across North Queensland. We keep our clients' technology running so they can focus on their work — and we're looking for a switched-on Level 1 Support & Workshop Technician to join our team.
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About the role
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This is a hands‐on role split between help desk support and workshop work. You'll be the first point of contact for our clients on day-to-day support requests, and you'll also spend time at the bench building recent machines, diagnosing faults and carrying out hardware repairs. It's a great fit for someone early in their IT career who enjoys variety, wants mentoring from senior engineers, and is looking for a clear path to grow.
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What you'll be doing
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Responding to and resolving Level 1 support tickets via phone, email and remote tools
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Troubleshooting Windows desktops, laptops, printers, mobile devices and common business applications (Microsoft 365, etc.)
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Building and configuring new machines, and imaging/deploying devices for clients
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Diagnosing and repairing hardware faults on desktops, laptops and peripherals
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Assisting with user accounts, password resets and basic permissions
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Logging,



tracking and updating tickets accurately in our PSA system
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Escalating anything beyond Level 1 to our senior engineers
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Delivering friendly, professional service that clients love
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What we're looking for
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Some experience in an IT support, help desk or workshop/repair role, or a relevant IT qualification plus genuine hands‐on aptitude
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Working knowledge of Windows, Microsoft 365 and general desktop troubleshooting
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Confidence assembling, configuring and repairing PC hardware
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Excellent communication skills and a customer-first attitude
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Strong organisation and the ability to juggle support tickets and workshop jobs calmly
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A current driver's licence and reliable transport
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Nice to have
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Exposure to RMM/PSA tools (e.g. Autotask, Datto, ConnectWise)
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Basic networking knowledge or relevant certifications
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Experience with device imaging/deployment tools
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A keen interest in building a long-term IT career
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What we offer
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Full-time, permanent role with a supportive, close-knit team
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Ongoing training, certifications and genuine career progression into Level 2 and engineering
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Varied work across diverse client environments and a busy workshop
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📌 Level 1 It Support / Help Desk & Workshop Technician (Townsville)
🏢 IT Solutions NQ
📍 Townsville