IT Office Support Specialist

Monks is seeking a highly motivated IT Office Support Specialist to join our team in the Sydney office. This role is crucial for ensuring the smooth operation of our workspaces, providing top-notch technical support to our AU Monks, and maintaining a functional, well-organized office environment from an IT perspective. You will be a vital part of the Global IT team, focusing on in-office support, asset management, and delivering world-class, face-to-face customer service.

Key Responsibilities:

• Act as the primary on-site contact for technical issues. Provide first-line support for troubleshooting, addressing issues with computer hardware and software (Mac/Windows).
• Install, support, and perform routine maintenance on all in-office hardware (computers, printers) and software. This includes diagnosing, repairing, or replacing IT equipment as necessary.
• Ensure the proper functioning of meeting room equipment and technology. Support presentations and events. Maintain general tidiness, including cable management, and conduct regular checks to ensure all workstations are complete and operational. Assist with office moves where IT support is needed.
• Be responsible for all IT equipment. Maintain organized storage, keep accurate track of stock, and notify the team when inventory levels are low. This includes maintaining ISO documentation (inventory and asset tracking), processing broken hardware/repairs, and managing the equipment lifecycle/recycling.
• Handle the IT aspects of colleague transitions, including setting up new Monks, shipping/receiving new hire equipment, and arranging equipment pickups for offboarding.
• Keep IT documentation and policies up to date.
• Assist with deploying new applications and technical solutions.
• Although primarily dedicated to Sydney, support the wider IT team by resolving FreshService tickets and addressing queries in Slack.
• Build a strong relationship with all Monks and teammates, promoting a team-oriented attitude and fostering a collaborative environment.

Skills & Qualifications:

• 1+ years of experience in a customer service or technical support role.
• Knowledge of macOS and Windows is a strong plus. Also working with Google Workspace, Jamf, Crowdstrike, Office365, Slack, and Freshservice.
• Proficiency in printer troubleshooting and maintenance. Experience setting up and maintaining meeting room hardware/software. Ability to troubleshoot and respond to simple networking/WiFi questions.
• Must have strong interpersonal communication and relationship-building skills. A considerable level of independence is required as you will often work alone while representing the Global IT team.
• Must be a fast and flexible self-starter, able to manage time effectively, prioritize numerous projects, and provide creative, out-of-the-box solutions to complicated problems. Certifications are preferred but not required.

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