Desktop Support Engineer level 1 About the Role Blue Connections is a provider of best-in-class IT solutions to Australian Enterprises, local and state government departments. We are proud to serve some of Australia’s best known and established organisations navigating the challenges of business growth for the past 27 years. We have many Tier 1 industry partnerships, accreditations and certifications which include Lenovo, HP, HPE Cisco, Microsoft, Palo Alto Networks and Fortinet. About You: You will be at the top of your game as a strong Level 1 Desktop Support Engineer, and you know how to give a customer a fabulous experience You will have excellent technical and interpersonal skills and have attention to detail that is second to none. Why Choose Blue Connections: At Blue Connections, we believe in a culture of inclusivity, innovation, and collaboration. Our team is dynamic, supportive, and passionate about delivering the best IT solutions to our clients. We’re also big on work-life balance and love to see our team members thrive both personally and professionally. We’re not just about IT support; we’re about building careers. With many industry partnerships, certifications, and recognition, including being a finalist in the 2022 ARN Innovation Awards and the AFR Most Innovative Companies, Blue Connections is the perfect place to start your IT journey and grow alongside the best in the industry. Role Responsibilities & Requirements: • Install and support global business applications used by the organisation • Act as a customer advocate. Respond timeously to requests for technical assistance in person, via phone, or electronically. • Diagnose and resolve technical hardware and software issues assigned to them – onsite and remote support • Research solutions using available intranet and knowledge database • Advise user on appropriate action, sometimes education of user is required. • Follow standard Level 1 & Level 2 application support procedures. Escalate to Level 2 and 3 teams when needed • Log all support desk interactions and document issue resolution using the ITSM system. • Maintain accurate inventory of all hardware and software resources and parts. • Administer ITSM software. • Identify and effectively prioritise situations requiring urgent attention. • Track and route problems and requests and document resolutions. • Stay current with system information, changes, and updates. • Maintain excellent communication with all end users and other members of the technology department. Skills & Abilities: • Knowledge and experience of IT desktop services & application support practices. • Related experience and training. • 2-3 years setup, configuration, troubleshooting of desktop/notebook hardware and software. • Windows desktops and notebooks, as well as iOS devices, in a networked environment. • Knowledge & understanding of Windows OS, Microsoft O365 suite, Teams, SharePoint, OneDrive, Exchange, AD & Outlook. • Autopilot – Intune • Imaging & software deploying using SCCM/SOE/SOP • Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc). • Knowledge of Active Directory concepts and administration. • Experience providing onsite support & remote • Experience in supporting, configuring, commissioning label printers • Basic server exposure (Windows, Linux and Hyper V) • Experience supporting a variety of Wi-Fi-enabled devices. Requirements: • Associate’s or Bachelor’s degree in computer science or related field • 1-3 years of experience in desktop support • Excellent customer service and communication skills • Strong attention to detail and process-oriented mindset • Ability to prioritize and manage multiple tasks simultaneously • Ability to work independently and in a team environment