Level 1 IT Support / Help Desk & Workshop Technician
ITSNQ is a growing managed IT services provider supporting businesses across North Queensland. We keep our clients' technology running so they can focus on their work — and we're looking for a switched-on Level 1 Support & Workshop Technician to join our team.
About the role
This is a hands‐on role split between help desk support and workshop work. You'll be the first point of contact for our clients on day-to-day support requests, and you'll also spend time at the bench building new machines, diagnosing faults and carrying out hardware repairs. It's a great fit for someone early in their IT career who enjoys variety, wants mentoring from senior engineers, and is looking for a clear path to grow.
What you'll be doing
- Responding to and resolving Level 1 support tickets via phone, email and remote tools
- Troubleshooting Windows desktops, laptops, printers, mobile devices and common business applications (Microsoft 365, etc.)
- Building and configuring new machines, and imaging/deploying devices for clients
- Diagnosing and repairing hardware faults on desktops, laptops and peripherals
- Assisting with user accounts, password resets and basic permissions
- Logging, tracking and updating tickets accurately in our PSA system
- Escalating anything beyond Level 1 to our senior engineers
- Delivering friendly, professional service that clients love
What we're looking for
- Some experience in an IT support, help desk or workshop/repair role, or a relevant IT qualification plus genuine hands‐on aptitude
- Working knowledge of Windows, Microsoft 365 and general desktop troubleshooting
- Confidence assembling, configuring and repairing PC hardware
- Excellent communication skills and a customer-first attitude
- Strong organisation and the ability to juggle support tickets and workshop jobs calmly
- A current driver's licence and reliable transport
Nice to have
- Exposure to RMM/PSA tools (e.g. Autotask, Datto, ConnectWise)
- Basic networking knowledge or relevant certifications
- Experience with device imaging/deployment tools
- A keen interest in building a long-term IT career
What we offer
- Full-time, permanent role with a supportive, close-knit team
- Ongoing training, certifications and genuine career progression into Level 2 and engineering
- Varied work across diverse client environments and a busy workshop
