IT Helpdesk – Support

Mable

. Provide Level 1 and Level 2 IT support to staff across Mable and HomeMade, in person and remotely .

Posted 10/13/2026full-timeMelbourne • AustraliaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT support and service desk operations, with a strong focus on Google Workspace administration, endpoint management, and automation. Proficient in troubleshooting, incident management, and maintaining security best practices.

Highest-signal resume keywords

Google Workspace AdministrationEndpoint ManagementITIL-Aligned PracticesTroubleshooting SkillsAutomation Aptitude

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT SupportService Desk OperationsUser Lifecycle ManagementSaaS Application SupportIncident ManagementRoot Cause AnalysisAutomated Workflow DesignPatch ManagementAccess ControlNetworking Troubleshooting

Soft Skills

Clear Written CommunicationCustomer-Service MindsetAbility to Manage Competing Priorities

Tools & Technologies

JumpCloudMicrosoft 365Jira Service ManagementServiceNowZoom Contact CenterAtlassianAI Tools

Certifications & Qualifications

ITIL 4 FoundationCompTIA A+CompTIA Network+Certificate III in ITCertificate IV in IT

Industry Keywords

Information SecurityAccess Lifecycle ManagementCloud TelephonyPolicy ComplianceKnowledge Base Management

Tech Stack

Tools & technologies

CloudITSMJamfMacOSServiceNow

About the role

Key responsibilities & impact

Provide Level 1 and Level 2 IT support to staff across Mable and HomeMade, in person and remotely
Own support requests from start to finish and resolve them efficiently
Troubleshoot and investigate issues, escalating to other teams, squads or third-party vendors when needed
Administer core SaaS and collaboration platforms including Google Workspace, JumpCloud, Slack, Atlassian and Zoom
Support Zoom Contact Center telephony, including user setup and basic queue and configuration changes
Maintain access and asset records and participate in periodic access reviews
Promote good information-security practices among staff
Keep laptops and devices patched, protected and up to date through endpoint management
Participate in incident management, problem resolution and root cause analysis
Create and maintain knowledge-base articles and self-help content
Identify recurring issues and recommend permanent fixes
Manage identity and access lifecycle processes including onboarding, offboarding and access changes
Design, build and maintain automated workflows for service requests
Manage the IT asset lifecycle, including provisioning, refresh and retirement
Streamline software and application deployment through automated, policy-based delivery
Document manual and automated procedures so they are repeatable and auditable
Use AI tools for troubleshooting, documentation, scripting and analysis
Identify opportunities to apply AI and automation to IT support processes
Participate in planning, executing and delivering projects and initiatives

Requirements

What you’ll need

2–3 years’ experience in an IT support or service desk role across Level 1 and Level 2
Hands-on administration of Google Workspace or Microsoft 365/Entra ID, including user lifecycle, groups, MFA and SSO
Experience with endpoint or mobile device management such as JumpCloud, Intune or Jamf across macOS and Windows, including patching and policy compliance
Experience using an ITSM tool such as Jira Service Management, ServiceNow or Freshservice
Experience working to ITIL-aligned practices for incidents, requests, problems and changes
Sound troubleshooting across laptops, peripherals, SaaS applications and basic networking
Demonstrated aptitude for automation
Practical use of AI tools such as Claude, ChatGPT or Copilot
Clear written communication, including documentation and self-help content for non-technical users
Strong customer-service mindset and ability to manage competing priorities with minimal supervision
Good understanding of security fundamentals including access control, least privilege, phishing awareness and safe data handling
Desirable: Google Workspace and/or JumpCloud administration
Desirable: Atlassian administration, including Jira Service Management, Confluence, request types, portals and knowledge bases
Desirable: Zoom Phone, Zoom Contact Center or other cloud telephony experience
Desirable: Certificate III/IV in IT, a degree, ITIL 4 Foundation, CompTIA A+/Network+ or vendor certifications

Benefits

Comp & perks

14 weeks of paid leave for primary carers plus superannuation
6 weeks of paid leave for secondary carers plus superannuation
Hybrid workplace balancing office and remote work
One extra paid Flexi Leave day per quarter
Floating public holiday
Reward and Recognition program
Learning from industry experts and experienced leaders
On-the-job learning opportunities