Level 1 IT Support / Help Desk & Workshop Technician
ITSNQ is a growing managed IT services provider supporting businesses across North Queensland. We keep our clients' technology running so they can focus on their work — and we're looking for a switched-on Level 1 Support & Workshop Technician to join our team.
About the role
This is a hands-on role split between help desk support and workshop work. You'll be the first point of contact for our clients on day-to-day support requests, and you'll also spend time at the bench building new machines, diagnosing faults and carrying out hardware repairs. It's a great fit for someone early in their IT career who enjoys variety, wants mentoring from senior engineers, and is looking for a clear path to grow.
What you'll be doing
Responding to and resolving Level 1 support tickets via phone, email and remote tools
Troubleshooting Windows desktops, laptops, printers, mobile devices and common business applications (Microsoft 365, etc.)
Building and configuring new machines, and imaging/deploying devices for clients
Diagnosing and repairing hardware faults on desktops, laptops and peripherals
Assisting with user accounts, password resets and basic permissions
Logging, tracking and updating tickets accurately in our PSA system
Escalating anything beyond Level 1 to our senior engineers
Delivering friendly, professional service that clients love
What we're looking for
Some experience in an IT support, help desk or workshop/repair role, or a relevant IT qualification plus genuine hands-on aptitude
Working knowledge of Windows, Microsoft 365 and general desktop troubleshooting
Confidence assembling, configuring and repairing PC hardware
Excellent communication skills and a customer-first attitude
Strong organisation and the ability to juggle support tickets and workshop jobs calmly
A current driver's licence and reliable transport
Australian working rights
Nice to have
Exposure to RMM/PSA tools (e.g. Autotask, Datto, ConnectWise)
Basic networking knowledge or relevant certifications
Experience with device imaging/deployment tools
A keen interest in building a long-term IT career
What we offer
Full-time, permanent role with a supportive, close-knit team
Ongoing training, certifications and genuine career progression into Level 2 and engineering
Varied work across diverse client environments and a busy workshop