IT Support Officer / Junior IT Support Officer

Role Description

We are seeking a patient, technical, and service-oriented IT Support Officer / Junior IT Support Officer to provide frontline technical assistance, maintain hardware/software infrastructure, and ensure high operational uptime for internal employees. In this entry-to-junior IT role, you will work closely with Systems Administrators, Network Engineers, Information Security Officers, and Department Leads to resolve technical issues promptly and systematically. You will be responsible for provisioning user hardware (laptops, desktops, peripherals), managing user accounts and access permissions, troubleshooting operating system errors, and resolving local network connectivity issues.

Responsibilities include logging and prioritizing helpdesk tickets, deploying software patches and system images, maintaining asset inventory logs, managing printer and conference room AV configurations, and training employees on cybersecurity best practices. Success in this position requires a strong technical troubleshooting foundation, excelente customer service skills, clear written and spoken communication, and a disciplined approach to documentation and ticket tracking.

Qualifications

- Education: Bachelor's degree or Diploma in Information Technology, Computer Science, Computer Engineering, System Administration, or a related technical field; industry certifications (e.g., CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation) are a strong advantage.
- Operating Systems Administration: Hands-on experience configuring, updating, and troubleshooting Windows 10/11,



macOS, and Linux desktop environments.
- Helpdesk & Ticketing Systems: Working knowledge of logging, categorizing, prioritizing, and escalating IT service requests using ticketing platforms (e.g., Jira Service Management, ServiceNow, Freshdesk, or Zendesk).
- Identity & Access Management (IAM): Experience managing user creation, group policies, password resets, and multi-factor authentication (MFA) in Active Directory, Azure AD / Microsoft Entra ID, or Google Workspace.
- Hardware & System Provisioning: Proficiency in assembling, imaging, deploying, and diagnosing laptop/desktop hardware, mobile devices, printers, and meeting room audiovisual (AV) equipment.
- Networking Fundamentals: Practical understanding of core networking protocols (TCP/IP, DHCP, DNS, VPNs, VLANs, Wi-Fi configuration) to diagnose local connectivity and remote access issues.
- Software Deployment & Remote Tools: Familiarity with remote desktop management tools (e.g., AnyDesk, TeamViewer, Remote Desktop Connection) and enterprise software deployment systems.
- Basic Cybersecurity Best Practices: Knowledge of endpoint security software (antivirus, EDR), data encryption practices, phishing prevention, and backup execution procedures.
- Technical Documentation & Knowledge Base: Ability to write clear step-by-step user guides, FAQs, and technical troubleshooting notes for internal knowledge bases.
- Customer Service & Skilled Attributes: Outstanding patience, active listening, transparent verbal/written communication, strong analytical problem-solving skills, and the ability to remain calm under pressure during technical outages.

📌 IT Support Officer / Junior IT Support Officer (Entry / Junior Level) (New South Wales)
🏢 Needibi Helping Hand
📍 New South Wales