Job Description

Geosyntec Consultants, a fast-paced and deadline-driven environmental professional services firm, is seeking enthusiastic, independent, resourceful, and experienced Desktop Support Technicians, Level II, to join our growing Information Technology team. These roles provide intermediate to advanced end-user and desktop support for company employees, including installation, configuration, maintenance, troubleshooting, repair, and upgrade of laptops, desktops, mobile devices, and other endpoint technologies, while delivering high-quality customer service and support in accordance with established standards and procedures. These positions will be based in our Brisbane and Perth, Australia offices, with the option to participate in our company’s hybrid work program, working in the office two or three days a week and from a home office.

Geosyntec is an innovative, international engineering and consulting firm serving private and public-sector clients to address new ventures and complex problems involving our environment, natural resources, and civil infrastructure. Our engineers, scientists, technical and project employees serve our clients from offices across the world. Ranked by ENR as one of the top environmental engineering design firms, Geosyntec is internationally known for its technical leadership, broad experience, and exceptional client service. Learn more by visiting www.geosyntec.com.

To Learn More Visit: http://www.geosyntec.com/careers/.

Essential Duties and Responsibilities

Is this the right position to help achieve your professional goals? Some of the key responsibilities for this position include:

• Provide intermediate to advanced desktop support services, including installation, configuration, maintenance, monitoring, troubleshooting, repair, and upgrade of laptops, desktops, and other endpoint technologies used across the business.

• Manage customer incidents and service requests using approved IT service management standards, policies, and procedures, escalating issues appropriately when additional expertise is required.

• Apply and support endpoint security controls and standard protection tools to help secure company devices and data from vulnerabilities and threats.

• Receive, assess, and provide technical support to end users for desktop, laptop, mobile device, printer, copier, and related technology issues, including setup, configuration, and support of iPhone and Android devices for secure access to company systems such as Microsoft 365 (Outlook, Teams, and mobile apps), multi-factor authentication (e.g., Microsoft Authenticator), and endpoint/mobile device management solutions (e.g., Microsoft Intune), using approved tools and procedures to resolve or escalate requests.

• Maintain professional written, verbal, and face-to-face communication with employees, colleagues, vendors, and other stakeholders while delivering responsive, high-quality customer service.

• Communicate progress, recurring issues, service risks, and potential business impact to the manager and team members, and document activities in accordance with departmental procedures.

• Create and maintain technical documentation, knowledge articles, and support procedures related to desktop services, standard configurations, and issue resolution.

• Collaborate with other IT team members, business partners, and vendors to support service delivery, office activities, and moderate IT-related projects.

• Provide technical guidance and user support on hardware, software, and desktop-related issues to help employees work effectively with company technology.

• Provide support to employees across multiple office locations, including remote troubleshooting and coordination with local office contacts as needed to ensure consistent service delivery.

• Travel to company offices throughout Australia, as needed, and participate in after-hours, on-call, or alternate work support when business needs require.

Education and Licensure

• Completion of secondary education or equivalent. (required)

• Post-secondary education in Information Technology, Computer Science, or a related field, including a TAFE qualification, diploma, or bachelor’s degree, is preferred. An equivalent combination of education and relevant experience will also be considered.

• Microsoft 365 Fundamentals certification, or an equivalent certification aligned to desktop support responsibilities, is preferred. Acceptable coursework toward certification may also be considered, consistent with company requirements.

• Microsoft Modern Desktop Administrator Associate, or a comparable Microsoft certification aligned to desktop administration responsibilities, is preferred.

• Apple support certification or equivalent experience supporting Apple devices and operating systems is preferred.

• A valid Australian driver’s license and satisfactory driving record are required if driving on company business is part of the position.

Skills, Experience and Qualifications

• At least four years of relevant desktop support, endpoint support, or similar IT support experience, or post-secondary education in Information Technology, Computer Science, or a related field plus at least two years of relevant experience, or an equivalent combination of education and experience, consistent with a Desktop Support Technician Level II role. (required)

• Hands-on experience with troubleshooting, diagnostic analysis, maintenance, repair, installation, upgrades, and day-to-day support of desktop and endpoint technologies in a business environment. (required)

• Ability to work under pressure and exercise sound professional judgment in analyzing problems to resolve or escalate intermediate to advanced technical issues. (required)

• Ability to manage multiple tasks through to completion while maintaining a high level of customer service. (required)

• Strong organizational, planning, customer service, written communication, and response skills. (required)

• Working knowledge of Microsoft-based business systems and endpoint technologies, including Microsoft 365, Windows operating systems, and related desktop support tools. (required)

• Flexibility to travel to company offices throughout Australia, as needed, and to participate in after-hours or on-call support when required. (required)

• Current and valid authorization to work in Australia without current or future need for employer-sponsored visa support. (required)