Desktop Support Specialist

Role overview

We are looking for a service-oriented Desktop Support Services Level 1 Technician to support end users at the Melbourne, Victoria office. This position is the first point of contact for staff experiencing technical problems, and it focuses on quickly identifying issues, carrying out basic troubleshooting, and reducing disruption to day-to-day work.

Core duties

• Act as the initial contact for IT support requests received through the ticketing platform, email, phone, and in-person visits.
• Perform first-level assessment, categorization, and troubleshooting for desktop and laptop issues, printers, peripherals, operating systems, Microsoft Office 365, and internal applications.
• Handle routine access issues such as password resets, account lockouts, and basic permissions concerns.
• Escalate more complex or unresolved matters to higher-level support teams or external vendors, ensuring the case history is clearly recorded.
• Support the preparation, configuration, and rollout of employee workstations, laptops, and mobile devices using standard company images.
• Install, update, and configure approved applications and device drivers.
• Carry out basic upkeep of IT equipment and assist with conference room technology setups.
• Record incidents, troubleshooting steps, and resolutions accurately in the IT service management tool.
• Help maintain the internal knowledge base by documenting standard resolution steps.
• Assist with tracking hardware inventory, IT assets, and software licensing.

Experience and education

Applicants should have a high school diploma or an equivalent qualification. An associate degree in computer science, information technology, or a related area is considered an advantage. This role suits candidates with 0 to 2 years of experience in a service desk, help desk, or desktop support environment, including entry-level applicants with solid foundational knowledge.

Technical and interpersonal strengths

The right candidate should understand Windows 10/11 and/or macOS, be comfortable working with Microsoft 365 tools such as Teams, Outlook, Word, and Excel, and have familiarity with Active Directory. Exposure to Azure AD/Entra ID is beneficial. Basic networking knowledge is also important, especially around TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting. Prior use of a ticketing or ITSM system is expected. In addition, strong customer service, patience, professionalism, and the ability to explain technical matters clearly to non-technical users are essential.

Additional notes

This is a contract position based onsite in Melbourne, Victoria, Australia. The role is intended for an individual who can balance technical troubleshooting with a strong user-support mindset.