Level 1 IT Service Desk Technician - 7AM start

At Abano Healthcare, we’re dedicated to fostering a supportive and innovative environment for our clinicians. As the largest dental support organisation in Australia and New Zealand where we operate Lumino the Dentists, we provide access to state-of-the-art equipment, robust learning opportunities, and mentorship programs.

We are looking for a skilled and customer-focused Level 1/2 IT Service Desk Technician to join our IT support team. This is a frontline role serving as an initial point of contact for our clients seeking technical assistance. 

You'll be a key player in ensuring operational continuity, user satisfaction, and efficient resolution of incidents and requests. 

Key Responsibilities: 

🛠️ Technical Support & Troubleshooting 

• Provide first and second level support for desktop, laptop, mobile, and peripheral issues. 

• Troubleshoot hardware and software problems related to Windows, macOS, Office 365, printers, and network connectivity. 

• Handle Active Directory tasks including user account creation, password resets, and group permissions. 

📞 Ticket Management 

• Create, manage and resolve tickets within SLA guidelines. 

• Accurately document all actions and communications in the ITSM tool (Freshservice). 

• Escalate complex issues to Level 2/3 support teams when necessary, ensuring proper handover and follow-up. 

🧰 Systems & Tools Support 

• Support user access to corporate applications, VPN, email systems, and collaboration tools. 

• Maintain knowledge of standard operating environments and software configurations. 

• Work collaboratively with colleagues to deliver top tier service during outages and incidents 

📚 Documentation & Process Improvement 

• Create and update technical documentation, procedures, and user guides. 

• Provide input on support process improvements and contribute to the knowledge base. 

✅ Required: 

• 2+ years’ experience in an IT support or service desk role. 
  - trouble shooting 
  - backup and recovery processes 
  - familiarity with Active Directory 
  - experience with remote monitoring and management tools 

• Strong knowledge of Windows 10/11, macOS, Office 365, and basic networking. 

• Experience with Active Directory, remote support tools, and ticketing systems. 

• Solid understanding of ITIL or other service management frameworks. 

💡 Preferred: 

• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft (MCP/MCSA). 

• Familiarity with endpoint management systems (e.g., SCCM, Intune) is a plus. 

• Exposure to dental services software and equipment is a plus but not required 

🧠 Soft Skills: 

• Excellent problem-solving and analytical skills. 

• Strong communication skills—both written and verbal. 

• A calm, customer-oriented approach with the ability to manage pressure and prioritize tasks. 

• A high-impact role that influences business performance at the ground level.

• Be part of a collaborative, supportive team that values innovation and results.

• Opportunities for growth in a dynamic, multi-site organisation.

• Competitive salary, benefits, and flexible working arrangements.