IT Support Officer

About the role

We are seeking an experienced IT Support Officer to join our team in Melbourne, VIC. This is a full-time position that plays a crucial role in ensuring the smooth operation of our IT infrastructure and providing exceptional technical support to our users. As an IT Support Officer, you will be the first line of defence in resolving technical issues, maintaining system performance, and delivering outstanding customer service. This role is essential in supporting our organisation's operational efficiency and enabling our teams to work productively.

What you'll be doing

• Providing first-line and second-line technical support to end-users via phone, email, and ticketing systems
• Diagnosing and resolving hardware, software and network-related issues in a timely manner
• Installing, configuring and troubleshooting personal computers, laptops, printers and other IT equipment
• Managing user accounts, passwords and access permissions
• Maintaining IT documentation and support ticket records
• Performing routine system maintenance and updates
• Providing technical guidance and training to users on IT systems and applications
• Supporting the deployment of new software and hardware across the organisation
• Collaborating with IT team members to resolve complex technical issues
• Escalating unresolved issues to senior technical staff when necessary

What we're looking for

• Certification in IT support, such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent industry qualification
• 2–4 years of experience in an IT support role, preferably in a help desk or similar environment
• Strong knowledge of Windows and/or Mac operating systems
• Experience with ticketing systems and IT service management tools
• Familiarity with networking concepts and basic troubleshooting
• Excellent problem-solving abilities and attention to detail
• Outstanding communication skills with the ability to explain technical concepts to non-technical users
• Ability to work independently and as part of a team
• Patience and a customer-service-oriented mindset
• Experience with cloud-based services such as Office 365 or Google Workspace is advantageous
• Knowledge of mobile device management and remote support tools is desirable

Why Join Modus?

At Modus, we believe our people are the driving force behind our success. That's why we invest in creating a workplace where you can thrive professionally while enjoying a supportive, inclusive culture.

What’s in it for you?

💰 Competitive Salary – Be rewarded for your experience and contribution.

🚀 Career Growth – Genuine progression, training and professional development.

🎂 Extra Leave – Birthday Leave and Loyalty Leave.

🤝 Great Culture – Supportive leadership, collaborative teams and a workplace where your ideas matter.

❤️ Wellbeing – EAP and wellbeing initiatives to support you at work and beyond.

🌱 Make an Impact – Real autonomy, trusted client relationships and the opportunity to shape service delivery.

Apply now

If you are an enthusiastic IT Support Officer with a passion for delivering excellent technical support, we would love to hear from you. Please submit your resume and a cover letter outlining your relevant experience and why you are interested in this role.