Job Description

IT Systems Lead

Cairns, QLD | Full-Time

Salary: $60,000 - $80,000 yearly

Passionate about IT systems and delivering great customer service? Step into a hands-on role where you’ll support people, improve systems, and make a real impact.

About the Role:

We are seeking an IT System Lead to support and manage the Organisation’s day-to-day IT systems, devices, and users across NDIS, Child Safety, and Community services.

This is not a standard helpdesk role. In addition to providing Level 1 and Level 2 support, you will
play a key role in system setup, device management, and ongoing improvements across a multi-site environment.

You will act as the primary point of contact for internal IT, ensuring issues are resolved efficiently while maintaining secure, reliable, and practical systems. You will work closely with an external IT Manager, escalating complex issues while taking ownership of day-to-day operations.

The role also supports the development of a future Business Hub, delivering IT solutions for external
partners and community organisations. Travel between sites is required and may include time away from home.

As a Help Desk Technician your role will involve:

Main Duties

• Provide Level 1 and Level 2 IT support to employees across multiple sites, resolving technical issues related to devices, systems, and user access.

• Deliver a high level of customer service by providing clear, professional, and timely support to employees, ensuring a positive user experience across all IT interactions.

• Act as the primary internal point of contact for IT support, managing and prioritising requests to ensure timely resolution.

• Set up, configure, and deploy devices, user accounts, and system access for new employees, sites, and programs.

• Support the day-to-day management of IT systems and platforms, including Microsoft 365, SharePoint, CRM, and HR systems.

• Manage IT assets, including device tracking, allocation, maintenance, and lifecycle management.

• Support cyber security practices, including user access management, MFA, and basic security controls.

• Monitor and respond to IT incidents, troubleshooting issues and escalating complex or specialised matters to the external IT Manager as required.

• Ensuring systems align with relevant standards and frameworks (NDIS, Child Safety, Privacy legislation).

• Assist with the setup and support of new sites, programs, and remote operations,
  including travel where required.

Other Duties

• Identify recurring issues and inefficiencies, contributing to system improvements and practical solutions.

• Coordinate with suppliers and vendors for hardware, software, and service-related needs.

• Assist in maintaining system documentation, procedures, and records to support consistency and audit requirements.

• Support the rollout and adoption of new systems, tools, and technologies, including automation and AI-based solutions.

• Contribute to Business Hub initiatives by supporting IT and systems-related projects for external partners.

Skills & Experience

Experience

• Experience in a Level 1/2 IT support or helpdesk role, supporting users across devices, systems, and applications.

• Working in multi-site or fast-paced environments, with the ability to manage competing priorities.

• Microsoft 365, including Outlook, Teams, SharePoint, and user account management.

• Setting up and deploying devices, user profiles, and system access for new employees.

• Managing IT assets, including device allocation, tracking, and basic lifecycle management.

• Experience in working within regulated environments such as NDIS, healthcare, community services, or Child Safety is highly desirable.

• Handling sensitive and confidential information with a high level of professionalism and discretion.

• Experience working alongside external IT providers or senior stakeholders, with the ability to escalate and support more complex technical solutions.

Key Skills

• Strong customer service skills, with the ability to provide clear, professional, and timely support to employees.

• Strong problem-solving skills, with the ability to troubleshoot issues and identify
  practical solutions.

• Good organisational skills, with the ability to manage multiple requests, prioritise tasks, and meet deadlines.

• Basic understanding of cyber security principles, including access control, password management, and safe data handling practices.

• Ability to follow processes while also identifying opportunities for improvement.

• Ability to work independently while knowing when to escalate issues to the external IT Manager.

• Strong attention to detail, particularly when managing user access, systems, and data.

Mandatory Requirements

• Relevant Qualifications or previous experience in a Help Desk role or similar.
• Proof of citizenship (passport, birth certificate or citizenship certificate) or VISA if applicable.
• Current QLD Open Driver's License.
• Must hold a Working with Children Blue Card.
• NDIS Workers Screening Yellow Card.
• Hold a current First Aid (HLTAID011) and CPR (HLTAID009) Certificate.
• A clean National Police check less than 6 months old.
• Ability to communicate effectively, excellent communication (written and verbal) and interpersonal skills, including working and communicating effectively with staff and clients.
• Ability to work in a busy environment, both independently and as a part of a team.
• Comply with & understand all privacy and confidentiality policies.
• Cultural awareness of all backgrounds.