Desktop/IT Support | Melbourne Position Purpose: The Level 2 Desktop Support role is to provide support to end users of desktop systems and hardware, assist with building and deployment of new desktop/laptop hardware, support mobile devices and manage tickets using the company's chosen ITSM tool.Job description Work within a team, coordinating activities and supporting multiple concurrent goals.Follow all standard operating procedures (SOP) through the effective use of knowledge management.Acquire and maintain current knowledge of relevant policies to provide technically accurate solutions to users.Provide first level of IT & AV Troubleshooting in meeting and training rooms.Desktop Support (Desk setup, audit, and support).Print support.Informs customer of needed repairs and answers basic questions.Ensures that customer understands and is satisfied with work completed.Preparation, allocation, and maintenance of IT equipment's in IT storerooms for both internal use and shipment to customers.This includes imaging and setup of devices, troubleshooting of all IT related equipment such as PCs, wireless handheld devices, thin clients, printers and other end user devices.Hardware & Software support, Basic understanding of laptops (Windows and Mac) repairs and if requires, work with OEM (Like HP, Mac suppliers) directly for repairs.Manage accurate inventory of Customer owned IT/AV equipment's within IT controlled spaces.This also includes receiving and storage of IT assets and peripherals.Filling IT vending machines on time.Responsible for small projects within the team such as reverse logistic, E-waste of IT equipment's, also work as a team member for larger scale projects directed by more senior technicians.An IT Support is also expected to take initiatives in learning new technologies and pursue career development opportunities as presented to progress to higher level positions within the IT.This position reports directly to the IT manager.Physical Requirements: Adherence to shift schedules and timeliness are key requirements.Willingness to work flexible shifts and scheduling, weekends, and holidays.Ability to stand/walk for 6-8 hours at a time.Must be able to bend and lift equipment up to 22 KGs throughout the shift.Ability to work overtime as required.Basic qualifications - Associate in computer science or related field or experience equivalent.- 1+ years of experience in helpdesk or desk-side environment.- 1+ years of PC/laptop support including, troubleshooting, imaging, repair, deployment, and asset management experience.- Strong verbal skills proven ability to communicate with technical and non-technical staff.- Ability to work both independently and within a team environment.- Display a commitment to quality and strong multi-tasking skills.- Can troubleshoot first level of AV Troubleshooting in meeting and training rooms.- Desktop Support (Desk setup, audit, and support).Preferred qualifications - Ability to explain complex IT concepts in simple terms.- Diagnose and troubleshoot computer and first level of network problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following up to ensure the problem has been resolved.- Provide first level of Windows and Mac support and escalate to senior engineers in the team, when required.- First level of print support.