Lifestart > Careers > Career opportunities > IT Helpdesk Technician

IT Helpdesk Technician

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Employment: Permanent Full Time
Location:  Sydney Olympic Park
Status: Closed


Role Purpose:

The IT Helpdesk Technician will support and troubleshoot endpoint issues for onsite and remote employees, ranging from basic requests to complex issues that require immediate resolution or escalation.

The IT Helpdesk Technician will be directly involved in the deployment, repair, replacement, disposal, and inventory management of end-user computing equipment (desktops, laptops, phones, printers and conferencing room hardware).

The IT Helpdesk Technician will support the IT Manager in researching and developing ongoing improvements and processes to meet the needs of the business.


Key Selection Criteria:

Qualifications and Experience

  • Industry certification or related TAFE (Diploma of Information Technology)
  • Minimum of 2 years’ experience in supporting MS Windows, MS Office 365, mailbox administration and MDM environments
  • Minimum of 2 years’ experience working in a helpdesk environment

Essential Knowledge/Skills

  • Excellent verbal communication and customer service skills
  • Highly developed time management, organisational and communication skills
  • Able to identify and resolve problems efficiently and effectively
  • Highly developed analytical and problem-solving skills
  • Ability to effectively prioritise and execute tasks
  • Highly developed interpersonal skills and demonstrated ability to liaise and build collaborative positive working relationships
  • Ability to work flexibly and responsively
  • Proven ability to work in a positive team environment
  • Quality focussed

Critical Knowledge/Skills

  • A valid Working with Children’s Check (WWCC) Clearance.
  • A valid NDIS Worker Screening Check (NDISWC) Clearance.
  • Fully vaccinated for the Covid-19 Virus or accepted medical exemption certificate
  • Successful pre-employment police check.
  • Current driver’s licence and use of own car.


Key Result Areas:

Key Result AreasKey Activities
IT SupportProvide quality IT systems support, to all Lifestart Staff.

Maintenance of the Active Directory, Azure Active Directory and Microsoft 365 environment.

Respond to and log helpdesk support requests from employees. Escalate any issues as appropriate to third party vendor.

Identify and troubleshoot hardware, software, network, WiFi, VoIP and video communication problems.

Install, upgrade and deploy mobile, desktop and network infrastructure including configuration and administration.

Undertake IT project activities as required.

Other duties as required.
Communication and AccountabilityUphold a strict level of confidentiality.

Respond to all enquiries and requests in a professional and timely manner.

Demonstrate a flexible approach to communicate with a range of stakeholders.

Establish and maintain positive, professional working relationships with colleagues and internal staff at all levels.

Maintain professional communication with all internal and external stakeholders.
Reporting, Documentation and AdministrationComply with organisational requirements for the accurate and timely completion of work.

Perform a variety of duties and be responsible for managing sensitive information, including data and communications.

Work in accordance with Lifestart’s Vision, Mission, Values and Ethical Framework and Code of Conduct.

Carry out reporting, documentation and administration tasks as required.