IT Support Officer / IT Support SpecialistRole Description

We are seeking a responsive, technical, and customer-focused IT Support Officer / IT Support Specialist to provide first- and second-line technical support across our organization. In this entry-to-junior position, you will work closely with System Administrators, Network Engineers, IT Operations Managers, and internal staff to maintain hardware, software, and network infrastructure. You will be responsible for diagnosing and resolving hardware, software, and network issues, provisioning user workstations, managing identity access, and maintaining an efficient IT ticketing queue.

Responsibilities include deploying OS images, setting up peripheral equipment, administering user accounts across cloud services, troubleshooting local connectivity issues, and creating end-user technical documentation. Success in this position requires a structured approach to problem diagnostics, strong technical versatility across modern operating systems, clear communication skills, a focus on maintaining security compliance, and a proactive dedication to resolving user issues promptly.

Qualifications

- Education & Certifications: Bachelor's degree or Diploma in Information Technology, Computer Science, System Administration, or a related field; foundational IT certifications (e.g., CompTIA A+, CompTIA Network+, Microsoft Certified: Up-to-date Desktop Administrator, or ITIL Foundation) are strong advantages.
- Helpdesk & Ticket Management: Practical experience or familiarity with IT service management (ITSM) tools and ticketing platforms (e.g., Jira Service Desk, ServiceNow, Freshservice, or Zendesk) for logging, prioritizing,



and escalating technical incidents.
- Operating Systems & Hardware Provisioning: Hands-on experience configuring, troubleshooting, and deploying Windows 10/11, macOS, and Linux environments, alongside laptop/desktop hardware, mobile devices, printers, and peripherals.
- Identity & Access Management (IAM): Familiarity with user onboarding, group policy, and account administration within Active Directory, Microsoft Entra ID (Azure AD), and Google Workspace environments.
- Networking & Connectivity Fundamentals: Fundamental knowledge of network protocols (TCP/IP, DNS, DHCP, VPNs, Wi-Fi configuration) and basic physical network diagnostics (cabling, switches, routers).
- Cloud & Productivity Suite Support: Operational support knowledge for cloud applications including Microsoft 365 (Teams, Outlook, SharePoint), Google Workspace, remote desktop software (e.g., TeamViewer, AnyDesk), and endpoint protection tools.
- Cybersecurity & Compliance Awareness: Understanding of basic IT security practices, including multi-factor authentication (MFA), password management policies, endpoint anti-virus enforcement, and phishing mitigation routines.
- Technical Writing & Asset Tracking: Ability to create clear step-by-step user guides, maintain internal knowledge bases, and log physical IT asset inventories accurately.
- Communication & User Empathy: Excellent verbal and written communication skills to translate complex technical concepts into accessible, clear instructions for non-technical users.
- Professional Attributes: Strong analytical troubleshooting skills, calm under pressure during service interruptions, high attention to detail, and a commitment to operational uptime.

📌 IT Support Officer / IT Support Specialist (Entry / Junior Level) (New South Wales)
🏢 NAY Koçluk ve Gelişim Akademisi
📍 New South Wales