ITS Helpdesk Officer

We are seeking an enthusiastic and motivated ITS HelpDesk Officer to bring to life Infoxchange’s mission of Technology for Social Justice. 

Infoxchange is a social enterprise where diverse, smart and passionate people embrace the power of technology, to improve social justice outcomes and enable others to feel supported to belong and thrive.

About the role

This is an entry level role working in a dynamic helpdesk environment to make a difference in the lives of front-line workers at community service organisations by helping them with their hardware, software and day to day IT support and resolve any issues they encounter.

The role places a strong importance on outstanding customer service and a methodical approach to investigation and problem solving, as well as the ability to work collaboratively with customers and Infoxchange staff to resolve issues efficiently and with high level of customer satisfaction. Where you are unable to resolve the issue, you will document and escalate to specialist Level 2 teams.

The IT services team primarily provides installation, management and support services for computers running Microsoft operating systems and software. Clients are supported through managed support contracts, projects and casual (as-required) support activity.

The impact that we have with our customers is what we live for. The key objectives of this role are to help organisations improve their digital capability and use ICT efficiently and effectively by providing IT services which satisfy our customers and are, cost effective, professional, timely, and efficient.

Key duties and responsibilities

• Managed support services - remote and onsite support of desktops (Windows and MacOS), servers, and networks
• Migration, management, and support services for clients who use online services such as Microsoft Office 365
• Proactive maintenance
• Design and implementation of IT infrastructure solutions
• Undertaking maintenance activities for IT Services clients desktops and servers
• Building and deploying PCs for clients
• Supporting IT projects with required activities, including desktop deployments and maintenance of documentation
• Developing and improving Infoxchange services, procedures, and documentation

Key selection criteria

To succeed in this role at Infoxchange, you will demonstrate:

Qualifications and Specialist Expertise

1. Working knowledge or certification in ITI
2. Bachelor’s degree or greater in computer science or related discipline - Desirable
3. Microsoft certifications relating to Office 365, SharePoint, or Azure - Desirable

Skills and Capabilities

1. Outstanding customer service skills
2. Experience working within SLA’s and target timeframes
3. Previous experience in On-site Support or Help Desk operation
4. Experience using ticketing systems - Desirable
5. Knowledge and experience with Windows 10 Pro / 11 Pro, O365 application suite
6. Some knowledge of other applications e.g. Adobe products
7. Knowledge or experience supporting printers and networking
8. Some knowledge and experience with Microsoft Windows Server 2012 R2+
9. Experience with Active Directory and Azure Active Directory
10. Some knowledge of commonly used concepts, practices and procedures for desktop and server support, including remote hardware support
11. Working knowledge of modern security practices
12. A valid driver’s licence

What we offer

• A base salary of $70k (depending on experience) plus superannuation and 17.5% annual leave loading.

• Salary packaging benefits to reduce your taxable income to put more money in your pocket (check out cbb.com.au)

• Other additional benefits.

We’re passionate about taking care of our employees, so working with us means that you will also enjoy:

• Flexible work arrangements (including hybrid working)
• Additional leave provisions (paid parental leave supplement, annual leave loading)
• Health & wellbeing program
• Benefits for new parents
• Great learning and development opportunities
• Employee reward and recognition program
• Carbon neutral offices
• Public transport discounts

Plus, at the end of the day, you can feel good knowing you’re working for an organisation that contributes to a fairer society. Can’t beat that!

Who are we?

Infoxchange is a not-for-profit social enterprise that has been delivering technology for social justice for over 30 years. With 180 staff across Australia, we tackle the biggest social challenges through the smart and creative use of technology.

We work with community, government, and corporate partners to solve issues around homelessness, family violence, mental health, and disability, as well as supporting Indigenous communities, women, youth, and families.

Our products and services are used by over 35,000 organisations across the community sector. We provide the right tools to improve efficiency and deliver greater impact – from nation-wide service coordination systems to IT advice for individual organisations.

And through our work in digital inclusion and social innovation we use technology to empower people experiencing disadvantage, driving social inclusion, and creating stronger communities. We believe no-one should be left behind in today’s digital world.

Read more about Infoxchange in our annual report at 

Infoxchange is committed to growing teams with diverse skills, abilities, and experiences. We welcome applications from people of all ages, abilities and cultures, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, people living with disability, people from the LGBTQI+ community, parents and carers.

We are a 2024 Circle Back Initiative Employer and commit to respond to every applicant who applies to work for Infoxchange.