Service Helpdesk - L1 to L2 - Need Baseline Clerance

Salary: $60k - $80k p.a. + super

• $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

Role

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.

You will have

• 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.

Desirable

• 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.

Organisation

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.