IT Service Desk (L1/L2)

L1/L2 IT Support Officer – Service DeskMelbourne | Independent School
About the RoleWe're seeking a proactive and customer-focused L1/L2 IT Support Officer to join the IT team at a leading independent school in Melbourne. This is a fantastic opportunity to work within a well-resourced, collaborative environment supporting staff, students, and school-wide technology systems.
Key ResponsibilitiesProvide first and second-level technical support to staff and students via phone, email, and in-personLog, triage, and resolve incidents and service requests through the ticketing system, escalating complex issues as requiredSupport and troubleshoot hardware, software, printers, mobile devices, and classroom AV/technologyAssist with user account administration (Active Directory / Office 365)Support the setup and maintenance of laptops, desktops, and school-issued devicesContribute to IT projects, upgrades, and rollouts as requiredMaintain accurate documentation of support processes and asset recordsDeliver a high standard of customer service to a broad range of stakeholders, including teaching staff
About You1+ years' experience in an IT support / service desk role (education sector experience highly regarded but not essential)Solid working knowledge of Windows OS, Active Directory, Office 365, and general networking fundamentalsExperience with ticketing systems (e.g. ServiceNow or similar).Strong communication skills and a genuine customer-service mindsetAbility to work both independently and as part of a small, close-knit teamA relevant IT qualification or certification (e.g. Cert IV, CompTIA A+) is a plusWorking with Children Check (or willingness to obtain) required
What's on OfferSupportive, well-resourced team environmentOn-site parkingSchool term-aligned conditions/benefits (adjust as applicable)Opportunity to make a genuine impact supporting a values-driven independent school community