Junior Level 1 Helpdesk Technician - Professional Development Opportunities

Priority Networking are a rapidly growing, fast-paced National IT consultancy. Established 12 years ago with a target market of small to medium sized businesses. 

We are looking for an individual with a passion for technology with a results driven mindset. An ideal opportunity for someone looking to start their career in IT.

At Priority Networking we strive to get IT right the first time! 

With a skilled and driven team focused on technology and exceptional customer service. We believe a healthy work life balance creates a satisfied and highly motivated team. We’re a no BS team that just get on with it.

Position Overview: 

As a Level 1 Engineer, you will be responsible for providing technical assistance and support to businesses in a professional and efficient manner. You will play a critical role in resolving hardware, software, and network-related issues to ensure smooth operations for our clients. This entry-level position is ideal for individuals who possess a strong foundation in IT concepts and have a passion for assisting others with their technology needs.

Key Responsibilities:

· Help Desk Support: Respond to incoming support requests through various channels (phone, email, ticketing system) and provide timely, courteous, and effective assistance to end-users.

· Onsite Support: Attend client’s site for hardware deployment, recovery from outages, general onsite troubleshooting.

· Troubleshooting: Diagnose and resolve hardware and software problems related to desktops, laptops, printers, and other peripherals. Perform basic troubleshooting for network connectivity issues.

· Software Installation and Configuration: Install, configure, and update software applications on end-user devices. Assist users with software-related inquiries and issues.

· Hardware Maintenance: Perform basic hardware repairs, upgrades, and replacements for desktops and laptops. Coordinate with vendors for equipment repairs covered under warranty.

· User Account Management: Create, modify, and manage user accounts and access permissions in various systems, ensuring data security and compliance.

· Documentation: Maintain accurate records of support requests, activities performed, and resolutions provided. Update the knowledge base with solutions to common problems.

· System Updates and Patches: Assist with routine software updates and patches to ensure the security and stability of end-user devices.

· Basic Network Support: Troubleshoot basic network issues related to connectivity, such as network access, IP configurations, and VPN connectivity.

· Hardware and Software Inventory: Assist in maintaining an up-to-date inventory of IT assets, including hardware and software licenses.

· User Training: Provide basic user training on hardware and software usage to enhance end-user knowledge and productivity.

Requirements:

· Australian PR/Citizenship.

· Availability to work full time hours.

· Driver’s license and vehicle.

· Strong problem-solving and analytical skills to diagnose and resolve technical issues.

· Excellent communication skills, both verbal and written, to effectively interact with end-users.

· Customer-focused approach with a patient and friendly demeanor.

· Ability to work independently and collaboratively in a team environment.

· Basic understanding of Windows and Mac operating systems.

· Familiarity with Microsoft Office applications (Word, Excel, Outlook).

· Willingness to learn and stay updated with the latest technology trends.

Desirable Qualifications:

· Associate's degree in Information Technology, Computer Science, or a related field.

· Certifications in IT, networking, cyber security or a related field

· Previous experience in a customer service or IT support role.

· Basic understanding of networking concepts and protocols.

· Familiarity with remote support tools and ticketing systems.

Working Conditions: This position involves working in an office or onsite with our clients, interacting with end-users primarily via phone or email. The role may require occasional lifting of computer equipment and working outside regular business hours to accommodate user needs or system maintenance.

Benefits:

· After your probation period ends, you have work from home available for up to two days a week.

· Car allowance for onsite technicians

· Employee Assistance Program Access

Note: This job description is intended to provide a general overview of the responsibilities and requirements of the Level 1 role. Duties and responsibilities may evolve over time, and additional tasks may be assigned to meet the needs of the organization.