IT Support Specialist

About the Role

The IT Support Specialist position offers a hands-on, customer-centric opportunity to provide exceptional first- and second-level IT support to all team members at THE ICONIC. Based in Yennora, New South Wales, this role requires a dependable on-site presence supporting various users, devices, systems, and operational technologies. You'll be responsible for troubleshooting incidents, handling service requests, managing IT assets, documenting support processes, and collaborating with technology teams and third-party providers.

Key Responsibilities

• Offer professional and prompt IT support to internal users across corporate and operational areas.
• Serve as an approachable and dependable on-site IT contact, maintaining visibility and accessibility.
• Log, prioritize, investigate, and resolve incidents and service demands via the designated ticketing platform.
• Maintain precise documentation of troubleshooting actions, communications, and solutions.
• Diagnose and resolve technical problems related to hardware, software, operating systems, and user access issues.
• Support laptops, desktops, mobile devices, peripherals, barcode scanners, printers, and audiovisual equipment.
• Implement, configure, and maintain IT hardware, meeting room technologies, and collaboration tools.
• Conduct fundamental network troubleshooting including Wi-Fi, VPN, connectivity, and access matters; escalate complex issues as necessary.
• Keep accurate records of IT hardware and software assets including stock, allocations, returns, replacements, and lifecycle management.
• Assist with employee onboarding, offboarding, and relocations by preparing and managing devices and access permissions.
• Coordinate with suppliers and service providers, tracking issue resolution progress and communicating with users.
• Develop and enhance knowledge base articles, standard operating procedures, troubleshooting guides, and technical documents.
• Record known issues, workarounds, and solutions to improve incident resolution efficiency and reduce recurrence.
• Monitor incident and request trends and suggest areas for service enhancement.

Qualifications and Experience

• 1 to 3 years in IT support, desktop support, service desk, or equivalent technical assistance role.
• Proficient with service desk and ticketing systems.
• Strong problem-solving and prioritization skills to excel in dynamic environments.
• Excellent communication skills, capable of explaining technical information to non-technical users.
• Availability to travel between THE ICONIC’s Yennora and Barangaroo locations as needed.

Technical Expertise

• Experience with IT service management tools, particularly Jira and Jira Service Management.
• Familiarity with Microsoft Windows, Microsoft 365, Google Workspace, Windows Server, and Active Directory concepts.
• Knowledge of Apple MacOS, iOS, Android, endpoint management and identity platforms like Okta.
• Experience supporting hardware including laptops, desktops, printers, peripherals, and audio-visual tech.
• Basic networking knowledge covering Wi-Fi, VPN, DNS, DHCP, connectivity, and IP addressing troubleshooting.

Preferred Skills

• Familiarity with Microsoft Intune for managing devices, deploying applications, and ensuring compliance.
• Experience administering Jamf Pro for Apple device management.
• Knowledge of printing solutions, label printers, handheld scanners, or warehouse technology.
• Exposure to asset management platforms and hardware lifecycle processes.
• Understanding of Active Directory group policies and endpoint configuration.
• History of working with third-party suppliers and managed service providers.

What THE ICONIC Offers

• Access to professional development with learning days, hackathons, and training resources.
• Extra parental leave benefits including a day off for your child's first school day annually.
• Birthday leave with pay alongside an exclusive store voucher.
• Employee discounts and special sample sales for personal style curation.
• Wellness programs including fitness membership access and overall wellbeing support.
• Employee Assistance Program availability for employees and their families.
• Opportunities to engage in corporate social responsibility through charity partnerships.

Additional Information

This position is entirely office-based at the Fulfilment Centre in Yennora and/or Headquarters in Barangaroo, requiring presence five days a week to ensure prompt hands-on support. Reasonable accommodations will be provided during application and interview processes upon request. Candidates are encouraged to apply even if they do not meet every qualification completely, as ongoing learning is supported.