Star Hotels Group is continuing to grow rapidly and have an opportunity for a new member of the IT Support team to join us on the ride. Star is Queensland's largest independent hotel group with more than 50 Accommodation sites and pubs, and leading retail liquor operator with 115 liquor outlets.
The successful candidate will possess a can-do attitude, have high attention to detail and a customer service mindset. The position will be based in our Support office at Townsville, where you will be welcomed and well supported by the rest of our support team.
The Role
As an IT Support Specialist (Level 1&2), you will be the first point of contact for IT-related queries across our sites. Reporting to the Group IT Support Manager, you will provide frontline technical assistance, troubleshooting hardware and software issues, and ensuring smooth IT operations for our team members. This role is based in Townsville with travel required to provide on-site IT support across venues throughout the North Queensland region.
This role is perfect for someone with strong communication skills, a proactive mindset, and a passion for delivering great customer support. You will be working in a dynamic environment, gaining hands-on experience with retail and hospitality technologies while helping our teams stay operational and focused on delighting customers.
Key Responsibilities
Provide first-level IT support via phone, email, and ticketing system, resolving common issues, or escalating where necessary. Travel to business sites within the region for IT support as necessary (transportation provided).
Troubleshoot and support hardware, software, and networking issues, including POS systems, telephony, peripherals, and office IT equipment.
Assist with new site openings, system rollouts, and IT infrastructure changes.
Work closely with the wider IT team based in Brisbane to ensure seamless service delivery.
Document resolutions, update the IT knowledge base, and contribute to process improvements.
Support end-user training on IT best practices and common software tools.
Collaborate with external vendors and our managed service provider as required.
What You Bring
2+ years of experience in an IT support/help desk role.
Strong troubleshooting skills in IT hardware, software, and networking issues, including POS systems, telephony, peripherals, and office IT equipment, Windows, Microsoft 365, and common business applications.
Networking knowledge (Wi-Fi, VPN, LAN, troubleshooting).
Familiarity with IT ticketing systems and remote support tools.
Excellent communication and problem-solving skills.
A customer-first attitude and ability to work independently or in a team.
Experience in retail/hospitality environments (preferred).
Why Join Us?
Be part of an exciting digital transformation journey.
Work in a fast-paced, hands-on environment with plenty of learning opportunities.
Join a growing business with a strong culture of collaboration and support.
Gain exposure to Innovative Dynamic IT projects in a dynamic industry.
This role offers an opportunity to grow within the IT team and develop skills that will support career progression into Level 2/3 support, business applications, network administration, or IT project roles.