Company Description
Green Umbrella Technology is an Australian Managed Service Provider specialising in IT solutions for the medical practice industry. We deliver structured, reliable technology services including Managed IT, user support, and communications systems, tailored to the standardised needs of healthcare environments.
Our focus is on stability, security, and excellent service delivery. We support our clients through clear processes, documented procedures, and a strong emphasis on doing things properly.
Role Description
This is a full-time, office-based role for a Level 1 Helpdesk Technician located in Williamstown North, VIC.
The successful candidate will be responsible for providing first-level technical support to clients, primarily through a ticketing system, phone, and remote access tools. The role focuses on user support, basic troubleshooting, and accurate ticket handling, with clear escalation pathways for issues outside Level 1 scope.
This is a true L1 helpdesk position, ideal for someone at the beginning of their IT career who wants to build strong foundations in a structured MSP environment.
Qualifications
Essential:
Strong communication and customer service skills
Ability to follow procedures and work within defined support boundaries
Basic understanding of Windows desktop environments and Microsoft 365
Familiarity with helpdesk workflows and ticketing systems
Calm, methodical approach to troubleshooting
Desirable (but not required):
Previous helpdesk or MSP experience
Exposure to printer support and basic hardware troubleshooting
Entry-level IT certifications (e.g. A+, Network+, or equivalent)
Basic understanding of networking and IT infrastructure concepts
What we Offer
Clearly defined Level 1 responsibilities and escalation paths
Structured onboarding and documented procedures
Stable, office-based role with predictable hours
Supportive team environment
Opportunity to progress to Level 2 support based on performance and capability