Helpdesk Support Officer

Who we are

Secure State is a growing IT and cybersecurity company based at the Tonsley Innovation Precinct in South Australia. We’re a team of smart, down-to-earth people who genuinely enjoy working together and take pride in doing great work for our clients. We value collaboration, curiosity and people who are willing to get involved, share ideas and keep learning. We’re ambitious about where we’re going, but equally focused on building a workplace where people feel supported, trusted and part of the journey.

About the role

This is a junior/entry-level position providing first-line technical support to employees across the organisation. The successful candidate will assist users with day-to-day IT issues, with a particular focus on Microsoft 365, Windows devices, user accounts, applications, connectivity and general desktop support. The role is suited to someone at the beginning of their IT career who has completed a relevant IT qualification and is looking to develop practical experience in a professional IT environment. The successful candidate will work closely with senior IT staff and will receive guidance and support while developing their technical skills.

Key responsibilities

• Provide first-line IT support to staff via phone, email, service desk tickets and in person, including logging, categorising, prioritising and managing IT support requests

• Troubleshoot and resolve common Level 1 technical issues and provide professional, friendly and timely customer service

• Provide first-line support for Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and troubleshooting of email, calendar, collaboration and file-access issues

• Provide support for Windows 10/11 computers and laptops, including troubleshooting operating system and application issues, software installation and configuration, and peripheral support

• Create, modify and disable user accounts, perform password resets and account recovery, and assist with Microsoft Entra ID / Active Directory administration under appropriate supervision

• Troubleshoot basic wired and wireless network connectivity, assist users with VPN connectivity issues, and perform basic IP, DNS and network troubleshooting

• Follow all organisational IT security policies and procedures, verify user identity before performing account or access-related actions, and identify and report suspected phishing emails and security incidents

• Assist with the setup, deployment and collection of IT equipment, and perform basic hardware troubleshooting

• Maintain accurate records of support activities in the service desk system, document troubleshooting steps and solutions, and contribute to the IT knowledge base

• Escalate issues to Level 2/Level 3 support where required and follow established IT procedures, policies and escalation processes

About you

• Relevant IT qualification, such as a Diploma of Information Technology or equivalent

• Strong interest in developing a career in IT

• Good understanding of Windows operating systems

• Basic understanding of Microsoft 365

• Basic understanding of computer hardware and networking

• Good troubleshooting and problem-solving ability

• Strong communication and customer-service skills

• Ability to explain technical issues to non-technical users

• Good attention to detail and ability to follow documented procedures and security requirements

• Willingness to learn and accept guidance from senior IT staff