Service Helpdesk - L1 to L2 - Need Baseline Clerance
- Provide first-line IT support via phone, email, chat and ticketing systems.
- Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive and SharePoint Online.
- Support user accounts, password resets, access requests and mailbox administration.
- $60k-$80k + super | Grow your technical career in a Microsoft environment
- Hybrid Sydney role | Work across users, devices, cloud and workplace technology
- M365, Azure, Entra ID & Intune | Hands-on exposure to modern IT infrastructure
- Active Australian Government Baseline Security Clearance required
As a Level 1 Helpdesk Support Analyst, you will be the first point of contact for IT support requests, providing timely and customer-focused assistance across hardware, software, networking and Microsoft technologies.
You will:
- Provide first-line IT support via phone, email, chat and ticketing systems.
- Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive and SharePoint Online.
- Support user accounts, password resets, access requests and mailbox administration.
- Troubleshoot desktop, laptop, printer, mobile device and peripheral issues.
- Log, triage and prioritise incidents and service requests through the ITSM platform.
- Escalate more complex issues to Level 2 or Level 3 support teams.
- Support employee onboarding and offboarding, including user provisioning and equipment setup.
- Assist with device deployment, software installation, patching and asset management.
- Provide basic support across Entra ID / Active Directory and Azure.
- Maintain accurate incident records, technical documentation and knowledge articles.
- Follow ITIL-based service management processes and agreed SLAs.
- Deliver a professional and customer-focused support experience throughout the resolution process.
- Active Baseline Clearance or higher clearance is a MUST
- 2+ years' experience in Helpdesk, Service Desk, Desktop Support or IT Support.
- Experience supporting Microsoft Windows environments.
- Practical knowledge of Microsoft 365 and common M365 troubleshooting.
- Understanding of Active Directory and Entra ID fundamentals.
- Basic networking knowledge across TCP/IP, DNS, DHCP and VPN.
- Experience working with an ITSM or ticketing platform such as ServiceNow, Jira Service Management, Freshservice or Zendesk.
- Experience using remote support tools.
- Strong troubleshooting and problem-solving skills.
- Excellent communication skills and the ability to explain technical issues to non-technical users.
- Strong customer service mindset and ability to manage competing support requests.
- A relevant Certificate IV, Diploma or Degree in IT, Computer Science or a related discipline.
- Experience with Microsoft Intune / Endpoint Manager.
- Exposure to Microsoft Teams administration.
- Basic Azure cloud support experience.
- Exposure to Microsoft Defender or endpoint security technologies.
- SharePoint Online administration or troubleshooting experience.
- Experience supporting hybrid Microsoft environments.
- Microsoft certifications such as MS-900 or AZ-900.
- ITIL Foundation certification.
Join a collaborative IT Support team supporting users across a predominantly Microsoft-based technology environment. This is an opportunity to develop your technical capability across Microsoft 365, Azure, Entra ID, Intune and modern workplace technologies, while working closely with experienced Level 2 and Level 3 support teams.
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