Job Openings IT Helpdesk

About the job IT Helpdesk

Clear is looking for a IT Helpdesk support to work with our client.

As an IT Helpdesk Support, you will be responsible for providing first-line technical support to internal users, ensuring IT issues are resolved efficiently while delivering exceptional customer service. Reporting directly to the IT Lead, you will support the day-to-day IT operations, maintain system availability, and assist users with hardware, software, and Microsoft 365-related concerns.

Purpose

Your daily tasks may include:

  • Manage and respond to IT support requests through the ticketing system, ensuring incidents are acknowledged and resolved within agreed service levels.
  • Provide remote technical support to internal staff by diagnosing and resolving hardware, software, network, and Microsoft 365 issues.
  • Troubleshoot user access, password resets, and account administration through Active Directory or Microsoft Entra ID.
  • Assist users with Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
  • Support the setup, configuration, deployment, and maintenance of desktops, laptops, peripherals, and mobile devices.
  • Coordinate with external vendors or service providers when escalation or specialised support is required.
  • Assist in the onboarding and offboarding process by preparing, deploying, recovering, and maintaining company IT equipment.
  • Maintain accurate documentation of support requests, troubleshooting activities, and technical procedures.
  • Monitor subscribed systems and ensure users receive timely technical assistance.
  • Escalate complex issues to the IT Lead when necessary.
  • Contribute to improving IT processes and create user-friendly IT knowledge articles or tips for employees.
  • Perform other IT-related duties as assigned by the IT Lead or Management.

Required Attributes

  • Excellent verbal and written English communication skills.
  • Customer-focused with strong interpersonal skills.
  • Strong analytical and troubleshooting abilities.
  • Proactive, resourceful, and solution-oriented.
  • Able to prioritise multiple support requests in a fast-paced environment.
  • Collaborative team player with a high level of professionalism and integrity.
  • Strong attention to detail and commitment to delivering quality support.
  • With a 'Can Do' attitude, proactive in looking for solutions not excuses

Essential Experience

  • 1–3 years of experience in an IT Helpdesk, Service Desk, or Desktop Support role.
  • Degree or Diploma in Information Technology, Computer Science, or a related discipline.
  • Experience supporting Windows operating systems and Microsoft 365.
  • Experience with:
  • Microsoft 365 Administration
  • Exchange Online
  • Active Directory / Microsoft Entra ID
  • Remote desktop support
  • Hardware and software troubleshooting
  • Ticketing systems (ServiceNow, Jira, Zendesk, Freshservice, or similar)
  • Strong understanding of desktop hardware, printers, and peripheral devices.

Advantageous (Optional)

  • Experience supporting Australian businesses or international clients.
  • Exposure to Microsoft Intune and device management.
  • Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
  • Experience working within an MSP or managed services environment.
  • Microsoft, CompTIA, or ITIL certifications.
  • Experience supporting remote or hybrid work environments.



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