IT Support Technician

About the role

The IT Support Technician is the first point of contact for IT support across Brackenridge, providing responsive, friendly and effective assistance to all staff at all locations. The role supports the day-to-day operation of IT systems, devices and applications, helping ensure that technology works reliably so that all staff can focus on delivering quality services. Working closely with and under the guidance of the IT Applications Specialist, the IT Support Technician will develop broad technical skills while contributing to a positive and capable IT support environment across a geographically distributed workforce. This is not a desk-based role. The successful candidate will regularly visit homes to provide on-site support to frontline staff and the people we support.

Key responsibilities

• Respond promptly and professionally to IT support requests via phone, email and in person
• Log, prioritise and track all incidents and service requests
• Diagnose and resolve first-level hardware, software and connectivity issues
• Escalate unresolved issues to the IT Application Specialist in a timely manner
• Set up, configure and maintain laptops, tablets, printers and peripherals
• Manage device provisioning and decommissioning for new and departing staff
• Perform routine maintenance, updates and basic troubleshooting on end-user devices
• Maintain an accurate register of IT assets and equipment across all sites
• Assist with basic network troubleshooting including WiFi, VPN and shared drive access
• Create and maintain clear, user friendly how-to-guides and FAQs for common issues

About you

• BSc/BA in Computer Science, IT or relevant field, or equivalent proven practical experience is desirable
• 1-2 years experience in an IT support, helpdesk or technical support role (or relevant study e.g. Microsoft certifications)
• Competency with the full Microsoft suite of products and business application ecosystems
• Ability to troubleshoot and resolve common hardware and software issues
• Experience in escalating matters and prioritising of IT support problems
• Good organisational skills with the ability to triage multiple requests at once
• Experience with IT helpdesk or ticketing systems is desirable
• Sound creative, analytical and problem-solving skills
• Excellent networking and relationship building skills
• Highly developed written and verbal communication skills