IT Support Officer / IT Support Specialist (Entry / Junior Level)

Role Description We are seeking an organized, technical, and customer-focused IT Support Officer / IT Support Specialist to provide reliable first-line technical assistance, hardware troubleshooting, and systems administration support across the organization. In this entry-to-junior level role, you will work closely with System Administrators, Network Engineers, IT Security Leads, and Internal Stakeholders to ensure seamless workplace technology operations. You will be responsible for resolving hardware, software, and network support tickets, provisioning end-user devices, managing user access rights, and maintaining software license inventories.

Responsibilities include deploying OS images, setting up computer workstations, troubleshooting local network connectivity, administering Microsoft 365 or Active Directory accounts, and maintaining accurate IT asset registers. Success in this position requires a methodical approach to technical problem-solving, solid foundational technical knowledge, excellent interpersonal communication, and a strong commitment to maintaining system security and high IT service availability.

Qualifications

- Education: Diploma or Bachelor's degree in Information Technology, Computer Science, Computer Engineering, System Administration, or a related field; foundational industry certifications (e.g., CompTIA A , CompTIA Network , Microsoft Certified: Fundamentals, or Cisco CCNA) are an advantage.
- Hardware & Device Troubleshooting: Practical expertise in diagnosing, repairing, and assembling desktop PCs, laptops, printers, peripheral devices,



and mobile endpoint devices across Windows and macOS environments.
- Operating Systems & Software Deployment: Hands-on experience or coursework in installing, configuring, and updating operating systems (Windows 10/11, macOS, Linux) and standard productivity applications.
- Directory Services & Access Management: Familiarity with user account creation, password resets, permission assignments, and group policy management in Active Directory, Azure AD / Microsoft Entra ID, or Google Workspace.
- Networking Fundamentals: Basic understanding of networking protocols and infrastructure, including TCP/IP, DHCP, DNS, VPN configurations, Wi-Fi connectivity, and Ethernet cabling diagnosis.
- IT Service Desk & Ticketing Systems: Working knowledge of logging, prioritizing, and escalating technical support tickets using IT Service Management (ITSM) tools (e.g., Jira Service Management, ServiceNow, Freshservice, or Zendesk).
- System Imaging & Asset Management: Exposure to OS deployment tools (e.g., SCCM, Microsoft Intune, Jamf) and tracking software/hardware assets in digital inventory logs.
- Cybersecurity & Compliance Best Practices: Understanding of fundamental IT security practices, such as endpoint antivirus management, multi-factor authentication (MFA) enforcement, software patching, and data backup protocols.
- Communication & Technical Documentation: Clear written and verbal communication skills to explain technical procedures to non-technical users patiently and to maintain transparent internal IT user guides/knowledge bases.
- Professional Attributes: High troubleshooting aptitude, patient and service-oriented demeanor, excellent time management under ticket SLA pressures, and strong technical curiosity.

📌 IT Support Officer / IT Support Specialist (Entry / Junior Level) (Western Australia)
🏢 The Friend
📍 Western Australia