Desktop Support Technician - Brisbane
HybridSpring Hill, Queensland, Australia
Job Summary
Provide intermediate to advanced desktop support services, including installation, configuration, maintenance, troubleshooting, repair, and upgrade of laptops, desktops, and other endpoint technologies. Manage customer incidents and service requests using approved IT service management standards, escalating issues appropriately when additional expertise is required. Apply and support endpoint security controls and standard protection tools to help secure company devices and data from vulnerabilities and threats. Receive, assess, and provide technical support to end users for desktop, laptop, mobile device, printer, copier, and related technology issues, including setup, configuration, and support of iPhone and Android devices for secure access to company systems such as Microsoft 365, multi-factor authentication, and endpoint/mobile device management solutions. Maintain professional written, verbal, and face-to-face communication with employees, colleagues, vendors, and other stakeholders while delivering responsive, high-quality customer service. Create and maintain technical documentation, knowledge articles, and support procedures related to desktop services, standard configurations, and issue resolution. Collaborate with other IT team members, business partners, and vendors to support service delivery, office activities, and moderate IT-related projects. Provide support to employees across multiple office locations, including remote troubleshooting and coordination with local office contacts as needed to ensure consistent service delivery. Travel to company offices throughout Australia, as needed, and participate in after-hours, on-call, or alternate work support when business needs require.
Required Qualifications
- Completion of secondary education or equivalent
- At least four years of relevant desktop support, endpoint support, or similar IT support experience, or post-secondary education in Information Technology, Computer Science, or a related field plus at least two years of relevant experience, or an equivalent combination of education and experience
- Hands-on experience with troubleshooting, diagnostic analysis, maintenance, repair, installation, upgrades, and day-to-day support of desktop and endpoint technologies in a business environment
- Ability to work under pressure and exercise sound professional judgment in analyzing problems to resolve or escalate intermediate to advanced technical issues
- Ability to manage multiple tasks through to completion while maintaining a high level of customer service
- Strong organizational, planning, customer service, written communication, and response skills
- Working knowledge of Microsoft-based business systems and endpoint technologies, including Microsoft 365, Windows operating systems, and related desktop support tools
- Flexibility to travel to company offices throughout Australia, as needed, and to participate in after-hours or on-call support when required
- Current and valid authorization to work in Australia without current or future need for employer-sponsored visa support
- A valid Australian driver's license and satisfactory driving record
Desired Qualifications
- Post-secondary education in Information Technology, Computer Science, or a related field, including a TAFE qualification, diploma, or bachelor's degree
- Microsoft 365 Fundamentals certification, or an equivalent certification aligned to desktop support responsibilities
- Microsoft Modern Desktop Administrator Associate, or a comparable Microsoft certification aligned to desktop administration responsibilities
- Apple support certification or equivalent experience supporting Apple devices and operating systems
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