Proud WORK180 Endorsed Employer for Women and Gold Soldier On Pledge PartnerExcellent leave provisions including paid parental, reservist & cultural leaveWork as part of a supportive, innovative and collaborative teamAbout the RoleAs part of the Level 1 ICT Helpdesk, you are the initial point of contact for Penten employees, ensuring prompt resolution of their ICT problems. You will promote best practices among end-users and enforce compliance with policies and procedures regarding data protection and cyber security. Specifically, in this role you will:Respond to ICT support requests via various channels including phone, email or Jira (ticketing system) and provide timely assistance to resolve technical issues.Diagnose and troubleshoot hardware, software, and network problems encountered by end-users including desktops, laptops, printers, mobile devices and basic network connectivity issues.Provide guidance and support to end-users on the use of various software applications, operating systems and other ICT tools.Assist in the creation, modification, and deletion of user accounts, passwords, and access permissions according to established policies and procedures.Create and maintain accurate records of ICT support requests, resolutions, and troubleshooting procedures. Update knowledge base articles and FAQs to facilitate self-service support for end-users.Skills & ExperienceExcellent verbal and written communication skills with the ability to explain technical concepts to non-technical users in a clear and concise manner.Strong customer service skills with a focus on providing a positive experience for end-users.Analytical mindset with the ability to identify root causes of IT issues and develop effective solutions.Ability to collaborate with other ICT team members and escalate complex issues when necessary.Ability to prioritise and manage multiple ICT support tasks efficiently to meet business expectations.Adaptable with the ability to work in a fast paced and constantly changing environment.Qualifications & EligibilityTo be eligible for this position you must:Be an Australian citizen and hold an active Negative Vetting Level 2 (NV2) security clearance or higher (or be willing and able to obtain).Experience or interest in troubleshooting basic ICT problems related to hardware, software and networking.Please note: This role may be required to work a rotating roster over 7 days.About PentenFounded in 2014, Penten is a multi-award winning cyber technology company dedicated to strengthening our nation's security and prosperity through new and innovative technology. Our advanced hardware and software products and services support our clients with Secure Mobility, Applied Artificial Intelligence and Innovation and Technical Services Solutions. To find out more visit our website at www.penten.com.au.Be Your Best You at PentenPenten is a proud equal employment workplace committed to fostering a diverse, equitable and inclusive environment, reflective of the community in which we live, work and play. Penten's focus on inclusion, well-being and flexible working arrangements means everyone, regardless of their background, can be their best both inside and outside the office.How to ApplyTo help us achieve our mission to protect those who protect us, click on the 'Apply Now' button below. Please include a current copy of your resume/curriculum vitae, a cover letter and complete the screening questions.Should you require any adjustments throughout the recruitment process, please let us know by emailing ****** for a confidential discussion.
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