Desktop Support Technician - Brisbane

Is this the right position to help achieve your professional goals? Some of the key responsibilities for this position include:

• Provide intermediate to advanced desktop support services, including installation, configuration, maintenance, monitoring, troubleshooting, repair, and upgrade of laptops, desktops, and other endpoint technologies used across the business.
• Manage customer incidents and service requests using approved IT service management standards, policies, and procedures, escalating issues appropriately whenadditionalexpertise 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 (Outlook, Teams, and mobile apps), multi-factor authentication (e.g., Microsoft Authenticator), and endpoint/mobile device management solutions (e.g., Microsoft Intune), using approved tools and procedures to resolve or escalation requests.
• Maintain professional written, verbal, and face-to-face communication with employees, colleagues, vendors, and other stakeholders while delivering responsive, high-quality customer service.
• Communicate progress, recurring issues, service risks, and potential business impact to the manager and team members, and document activitiesin accordance withdepartmental procedures.
• Create andmaintaintechnical 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 technical guidance and user support on hardware, software, and desktop-related issues to help employees work effectively with company technology.
• 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, andparticipatein after-hours, on-call, or alternate work support when business needs require.

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