Level 1 IT Service Desk Technician

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 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 in IT support/service desk with skills in troubleshooting, backup/recovery, Active Directory, and remote monitoring/management tools.
• Strong knowledge of Windows 10/11, macOS, Office 365, and basic networking.
• Experience using remote support tools and ticketing systems.
• Solid understanding of ITIL or similar service management frameworks.

Preferred:

• Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft MCP/MCSA).
• Familiarity with endpoint management tools like SCCM or Intune.
• Bonus: exposure to dental services software/equipment.

Soft Skills:

• Excellent problem-solving and analytical abilities.
• Strong written and verbal communication.
• Calm, customer-focused, able to prioritise under pressure.

This is a high-impact role with real influence on operational performance at ground level. You’ll be joining a collaborative and supportive team that values innovation and results, with opportunities for growth across a dynamic, multi-site organisation. The position offers a competitive salary, comprehensive benefits, and flexible working arrangements.