Officer - IT Systems & Support
Zinc Australia, Regional Information Systems & Technology
Townsville, Queensland, Australia
We are seeking a capable and motivated IT Support Officer to join our IS&T team in Townsville. This role is primarily Service Desk Based, with a structured rotation into Level 2 onsite support that provides hands‐on assistance to users across our refinery and port operations. This is an excellent opportunity for someone who thrives in a frontline support environment while also wanting exposure to more advanced technical work and industrial site support.
About the Role
As an IT Support Analyst, you will provide frontline and escalated technical support across end‐user devices, systems, and operational environments. You will be responsible for managing incidents from initial contact through to resolution, delivering both remote and onsite support as required. This role operates within a structured team rotation model.
Key responsibilities include:
* Providing first‐line IT support via phone, email, and ticketing systems
* Logging, triaging, and resolving incidents within agreed service levels
* Troubleshooting Windows environments, Microsoft 365, Active Directory, and end‐user applications
* Managing user accounts, access provisioning, onboarding, and offboarding
* Delivering onsite technical support including device deployment, rebuilds, hardware replacement, and infrastructure troubleshooting
* Managing escalated incidents requiring advanced technical investigation
* Performing root cause analysis and identifying preventative solutions
* Liaising with internal IT teams and external vendors to ensure timely resolution
* Maintaining accurate documentation and contributing to knowledge base improvements
* Participating in a fortnightly rotation between Level 1 Service Desk and Level 2 Escalation & Onsite Support with other analysts
About You
You are a proactive and adaptable IT professional who is comfortable working across both frontline support and more advanced technical troubleshooting.
Essential:
* Experience in IT Service Desk or Desktop Support environments
* Strong troubleshooting skills with Windows OS and Microsoft 365
* Experience with Active Directory and user account management
* Ability to work independently during Level 2 rotations
* Excellent communication and customer service skills
* Comfortable working safely in industrial site environments
Desirable:
* ITIL Foundation certification
* Experience in operational or industrial IT environments
* Knowledge of endpoint management and identity platforms
Key Attributes
* Adaptable and comfortable with a rotational structure
* Accountable, proactive, and results‐driven
* Strong troubleshooting and problem‐solving skills
* Excellent documentation, compliance, and process discipline
* Effective communication and stakeholder engagement
* Team‐oriented with a continuous improvement mindset
Why Join Us?
* Gain exposure to both Service Desk and advanced technical support
* Work on operational IT systems at refinery and port sites
* Develop skills and experience for career progression toward senior IT roles
* Be part of a collaborative, supportive, and highly skilled IT team
Apply now and become a key part of our IT service delivery team, supporting critical industrial operations in Townsville!
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