Service Desk Technician - Level 1

Established in 1985, OPC IT offers a range of technology solutions to small business, government departments and education clients throughout Australia.

About the role

As the first point of contact for our managed services clients, you'll handle and resolve common incidents and service requests. You'll keep clients informed in clear, friendly language and pass more complex work to our Level 2, security, network and onsite specialists. You'll join a dedicated team that supports and maintains client ICT infrastructure across many locations.

What you'll do

• Answer Service Desk calls and requests, and log and update tickets in Halo
• Sort and prioritise new tickets, then fix routine issues using our standard procedures (SOPs) and knowledge articles
• Reset passwords and MFA, onboard and offboard users, change mailboxes and groups, and assign licences
• Set up and deploy devices using our standard builds and Microsoft Autopilot
• Support users remotely and at their desks with Windows, Microsoft 365, printers, peripherals, connectivity and meeting rooms
• Act on assigned monitoring alerts, including backup, endpoint protection and disk capacity
• Keep client records, asset details and knowledge articles up to date
• Escalate promptly, with full notes, whenever an issue is beyond Level 1 scope or raises a security concern

About you

At OPC IT, our people are our most valuable asset and we choose our team carefully. You'll be flexible, well presented and passionate about customer service. You'll also bring:

Essential

• Helpdesk or IT support experience, or relevant entry-level training or a traineeship
• Experience working with a ticketing system
• An understanding of ITIL
• Strong communication skills, including the ability to explain technical steps clearly
• Good time management, attention to detail and composure under pressure
• A willingness to follow documented processes and to ask for help early
• The ability to learn quickly and adapt
• Fluency in English

Desirable

• An entry-level IT qualification or Microsoft certification
• Windows 11 troubleshooting
• Microsoft 365, Entra ID (Active Directory) and Intune
• Basic hardware and printer skills
• Basic networking knowledge (DNS/DHCP, firewalls, routers, switches and wireless)
• A basic understanding of backup technologies
• Experience with Halo or similar ticketing and remote support tools
• Current driver's license and vehicle

What we offer

We work in a dynamic, fast-paced environment that calls for a 'sleeves up, can do' attitude and a highly professional work ethic. In return, you'll get an attractive salary package with benefits, based on your experience. You'll also get ongoing training and professional development, and we'll support you to keep your certifications current.