_{04th December, 2024}

JOB TITLE:
Level 1 - IT Helpdesk Support

JOB OVERVIEW:
As a Level 1 IT Helpdesk Support technician, you will be responsible for providing basic technical assistance and support to end-users in resolving IT issues. You will serve as a key point of contact for troubleshooting and resolving technical problems and ensuring the efficient operation of the organization's IT systems. You will be required to work with Level 2 and Level 3 technical staff to resolve and escalate issues.

KEY RESPONSIBILITIES:
1. Technical Support: Provide first-level support to end-users, including hardware and software troubleshooting, system configuration, and issue resolution.
2. Incident Management: Manage and prioritize incoming support requests via phone, email, or ticketing system. Analyse and categorize issues and escalate as necessary to Level 2.
3. Problem Solving: Investigate and diagnose technical issues, identify root causes, and implement solutions. Document troubleshooting steps and resolutions for future reference. Obtain assistance from Level 2 where necessary.
4. Hardware and Software Maintenance: Perform hardware and software
installations, upgrades, and patches. Ensure that all systems are up-to-date and secure using RMM software.
5. Network Support: Use basic tools to troubleshoot network connectivity issues, including LAN and WAN problems. Escalate in timely manner. Collaborate with level 2 or level 3 to ensure resolution.
6. Documentation: Maintain accurate records of support requests, actions taken, and solutions provided. Contribute to knowledge base articles and technical documentation.
7. Security Awareness: Monitor for security threats and vulnerabilities and assist in implementing security policies and procedures.
8. Collaboration: Collaborate with Level 2 and Level 3 support, systems administrators, and other IT teams to resolve complex technical issues and implement system improvements.

ABOUT YOU:
You must:

• be studying a relevant degree qualification or a recent graduate.
• have excellent communication skills, both written and spoken.
• have the necessary technical and soft skills to perform the job.
• be committed to a career in your field of study.
• be able to work at least 3 days per week.

LOCATION:
The host company is located at Wollongong


WHY SHOULD YOU APPLY?
You will benefit with:  

• Work experience for 12 weeks.
• Interview the interviewer to assess the quality of the internship.
• Internship agreement with a structured training plan.
• Reputable host company.
• Challenging, meaningful, and relevant job duties
• Performance appraisals by the supervisor to ascertain that you are learning and progressing on the job.
• Options to work 3, 4, or 5 days per week so you can balance internship with your study or work commitments.
• A chance to prove your worth to secure a job offer.
• Job placement assistance after internship.
• Work experience insurance cover for peace of mind.
• Compliance with the Fair Work Ombudsman’s guidelines for an internship to ascertain that you are the one benefiting the most from the internship, not your host company.

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