* Employee Type Part Time
Contact information
* Contact Name People & Culture Team
* Contact Phone 0265899100
* Contact Email careers@birdon.com.au
Birdon is passionate about innovation, in-house engineering and problem solving. We don't shy away from a challenge; we thrive on it. A proudly Australian manufacturer and industry partner, we provide whole of life solutions to multinational defence, government, maritime, energy and resource sectors.
This is a Part Time role (approximately 2 days per week) based in our Port Macquarie office.
Position Overview
The Digital and ICT Team is responsible for the strategy, design, implementation, and support of all Digital and ICT systems and services across Birdon.
The IT Support Officer is responsible for providing high-quality Level 1 and Level 2 ICT support services to ensure the secure, reliable, and effective use of Birdon's systems, endpoints, and infrastructure. This role serves as a primary point of contact for technical issues, focusing on excellent customer service, rapid incident resolution, and operational resilience across all business units.
Key Accountabilities
* Provide Level 1 and Level 2 ICT support services, including user onboarding/offboarding, endpoint configuration, and troubleshooting of hardware, software, and network connectivity issues.
* Diagnose and resolve incidents and service requests using remote support tools, telephone support, and on-site assistance at the Port Macquarie office.
* Administer and support Microsoft 365 services, including Microsoft Entra ID (Azure AD), Exchange Online, SharePoint, Teams, and Intune endpoint management.
* Set up, deploy, and maintain workplace hardware including laptops, desktops, mobile devices, printers, and meeting room AV equipment.
* Maintain accurate technical documentation, asset registers, knowledge base articles, and standard operating procedures.
* Escalate complex Level 3 issues to senior ICT staff or external vendors promptly, tracking them through to resolution.
* Ensure all support requests are accurately logged, categorized, and updated within the ICT service desk ticketing system.
* Collaborate with ICT team members and external vendors to improve day-to-day service delivery.
* Proactively promote safety, quality, and professionalism in all work practices.
* Contribute to continuous improvement initiatives across ICT operations.
Qualifications, Experience and Skills
Essential.
* Certificate IV or Diploma in Information Technology, or equivalent hands‐on industry experience.
* 2–4 years' experience in a dedicated ICT Helpdesk, Desktop Support, or Technical Support role within an enterprise environment.
* Strong technical proficiency in supporting Microsoft-based environments, including Microsoft 365 apps and Windows operating systems.
* Proven troubleshooting skills across hardware, software, peripherals, and basic networking (Wi‐Fi, VPN, LAN).
* Excellent communication and customer service skills with a patient, user-focused approach.
* Ability to work autonomously and manage time effectively within a 2-day part-time schedule.
* Relevant industry certifications (e.g., Microsoft Certified: Modern Desktop Administrator, CompTIA A+/Network+, or ITIL Foundation).
* Familiarity with basic scripting or automation (e.g., PowerShell) for operational tasks.
* Previous experience supporting a geographically dispersed or hybrid workforce.
We deliver value for our customers through our innovative people, organisational agility, and operational excellence. As an equal opportunity employer, all positions are open to any person that may have the required characteristics and experiences. Veterans are encouraged to apply.
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