Job Description

About this role:

The IT Support Officer is responsible for providing first and second level technical support to users across the organisation, ensuring the reliable operation of IT systems, hardware, software, and end-user services. This role acts as a key point of contact for IT related issues, delivering timely, professional, and customer-focused support while escalating more complex issues as required.

The IT Support Officer supports day-to-day business operations by maintaining desktops, laptops, mobile devices, printers, and core business applications, as well as assisting with user account management, onboarding/offboarding, and basic network and security tasks. The role requires strong troubleshooting skills, clear communication, and the ability to prioritise and resolve incidents efficiently in a fast-paced environment.

Working closely with senior IT staff and external vendors, the IT Support Officer contributes to system stability, continuous improvement, and a positive end-user experience while adhering to organisational policies, security standards, and best practices.

What your day will look like:

• Provide onsite and remote IT support to end users, resolving hardware, software, and connectivity issues in a timely manner.
• Act as the first point of contact for IT incidents and service requests via phone, email, and support portals.
• Log, track, prioritise, and resolve issues using the IT service management (ticketing) system, ensuring accurate documentation and timely updates.
• Deliver a high standard of customer service, communicating clearly with users and managing expectations throughout issue resolution.
• Perform hardware troubleshooting, including desktops, laptops, monitors, printers, peripherals, and mobile devices.
• Handle setup, configuration, and deployment of IT equipment for new starters, role changes, and replacements.
• Install, configure, and support operating systems and standard business applications.
• Provide software support, including troubleshooting application issues and coordinating with vendors where required.
• Manage user accounts, access, and permissions in line with security policies and onboarding/offboarding processes.
• Assist with software licensing assignment and tracking, ensuring compliance with licensing agreements.
• Support routine IT maintenance tasks, including updates, patches, and basic system checks.
• Escalate complex or unresolved issues to senior IT staff or third-party providers as required.
• Maintain accurate asset registers and documentation for hardware, software, and licensing.
• Follow organisational IT policies, procedures, and security standards, including data protection and cyber security practices.
• Contribute to continuous improvement by identifying recurring issues and proposing practical solutions.

About you:

• Technical troubleshooting and problem-solving skills.
• Strong customer service and user support skills.
• Clear verbal and written communication.
• Time management and ability to prioritise support requests.
• Incident and request management using ticketing systems.
• Basic scripting or automation skills (desirable).
• Ability to follow procedures and document solutions.
• Collaboration and teamwork across IT and business units.

Qualifications / skills needed:

• Microsoft 365 administration.
• Microsoft Azure administration.
• Microsoft 365 Endpoint administration.
• Microsoft Intune.
• Microsoft Purview.
• Microsoft Entra Conditional Access.
• A current and valid Western Australia Drivers Licence.

About the Company:

Wormall Group is a proudly Western Australian, family-owned civil construction company with over 40 years of experience. We specialise in land development and infrastructure works, delivering excellence in construction, project management, and client service across the Perth metropolitan and regional areas.

Wormall Civil is an equal opportunity employer and encourages applications from Aboriginal and Torres Strait Islanders.

Applying:

Applications are preferred via this job ad, so please submit your up-to-date resume here - cover letters are not required.