Service Desk Officer

Salary: $70,000 per year plus superannuation

About Us:
DCC specialises in 24-hour residential care, allied health, outreach support, community access, supervised family contact, and transport. It is dedicated to creating a warm, friendly home environment for our children and young people and empowering them with the skills needed to live independent lives.

About the Role:
Based at our Spring Hill Office, (with travel to Ipswich), the Service Desk Officer provides first and second-level ICT support to staff across DCC Industry Group, ensuring the timely resolution of technical issues while delivering exceptional customer service.

The role is responsible for managing and resolving a broad range of ICT incidents and service requests, maintaining ICT equipment and user accounts, supporting Microsoft 365 administration, and contributing to continuous improvement initiatives. The IT Service Desk Officer also provides guidance and support to the IT Helpdesk Trainee while escalating more complex issues to the Senior IT Support Officer as required.

Key responsibilities will include:

• Provide first-level ICT support and routine second-level support where required and within the officer’s capability, across multiple locations through phone, email, remote support and in-person assistance.

• Respond to and resolve ICT incidents and service requests within agreed service levels.

• Troubleshoot hardware, software, network connectivity, printing, mobile device and Microsoft 365 issues.

• Create, modify and deactivate user accounts within Microsoft 365 and Azure AD.

• Support user access, permissions, licensing and mailbox management.

• Prepare, configure and deploy laptops, desktops and mobile phones.

• Maintain accurate asset records for laptops, phones, SIM cards, accessories and other ICT equipment.

• Assist with software installations, upgrades and device imaging.

• Assist with ICT projects including technology rollouts, office moves and system upgrades.

What's on Offer:

• Permanent, full-time employment

• $70,000 per annum plus super

• Company laptop and mobile phone provided

• Ability to claim back KM's for travel to DCC locations

• Access to our Employee Assistance Program

Qualifications/Requirements:

• Minimum Cert IV qualification in Information Technology or a related field

• Minimum 2 years experience in a service desk or IT support role.

• Strong knowledge of Microsoft 365, Windows devices, laptop and phone setups, hardware troubleshooting and ticketing systems.

• Experience with Entra ID and Intune is desired.

• Experience using IT service management (ITSM) or ticketing systems

• Working with Children Check or willing to obtain

• Satisfactory national police check or willing to obtain

• Satisfactory LCS check or willing to obtain

• Occasional travel to other DCC locations as needed

If this sounds like an opportunity for you, please submit your CV and cover letter outlining your suitability against the requirements.

Should you have further questions, please contact [email protected].

We are proud to be an Indigenous-led organisation, and we value diversity and are committed to providing a safe, inclusive, and culturally respectful workplace for all. We have zero tolerance for discrimination and uphold the highest standards of child safeguarding in line with the Child Safe Organisations Act 2024 (Qld).

We welcome candidates from all cultural backgrounds, abilities, genders, and identities who share our commitment to child safety, cultural safety, and the wellbeing of children and young people.