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