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About the Role

The IT Support Specialist is a hands-on, customer-focused role responsible for delivering high-quality first- and second-line IT support to all employees at THE ICONIC. You will be the on-the-ground IT presence, supporting a broad range of users, devices, systems, and operational technologies. You will diagnose and resolve incidents, fulfill service requests, manage IT assets, maintain accurate support documentation, and collaborate with internal technology teams and external suppliers. This role is fully office-based and requires working from the Fulfilment Centre (Yennora) and/or Headquarters (Barangaroo) five days per week to provide timely, hands-on support.

Responsibilities

Deliver professional, responsive, and customer-focused IT support to internal business customers.
Act as a visible, approachable, and reliable on-site IT support contact for operational and corporate users.
Receive, log, prioritize, investigate, and resolve incidents and service requests through the approved ticketing system.
Ensure all support activities, troubleshooting steps, customer communications, and resolutions are accurately documented.
Diagnose and resolve technical issues across hardware, software, operating systems, applications, and user access.
Provide support for laptops, desktops, mobile devices, peripherals, barcode scanners, printers, and audio-visual equipment.
Install, configure, maintain, and replace IT equipment, meeting room technology, and collaboration tools.
Perform basic network troubleshooting, including Wi-Fi, VPN, connectivity, and device access issues, escalating where required.
Maintain accurate records of IT hardware, software, and assets, including stock, allocation, returns, replacements, and lifecycle activities.
Support onboarding, offboarding, and employee moves by preparing, recovering, and updating devices and access.
Liaise with suppliers and service providers, tracking activities and outcomes to ensure issues are resolved and customers remain informed.
Create, maintain, and improve knowledge base articles, standard operating procedures, troubleshooting guides, and technical documentation.
Document known errors, workarounds, solutions, and recurring issues to improve first-contact resolution and reduce repeat incidents.
Identify trends in incidents, service requests, and user feedback, escalating opportunities for service improvement.

Requirements

1–3 years’ experience in an IT support, service desk, desktop support, or similar technical support role.
Experience working with a service desk or ticketing system.
Strong troubleshooting and problem-solving skills, with the ability to prioritize work in a busy environment.
Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
Willingness to travel between THE ICONIC hub locations (Yennora and Barangaroo).

Skills

Jira and Jira Service Management (JSM)
Microsoft Windows
Microsoft 365
Google Workspace
Windows Server
Active Directory fundamentals
Apple MacOS
iOS
Android
Endpoint management
Identity/access management platforms (e.g., Okta)
Hardware support
Asset management
Audio-visual support
Video conferencing support
Laptop support
Desktop support
Printer support
Peripheral support
Mobile device support
Basic networking concepts
Wi-Fi troubleshooting
VPN troubleshooting
DNS
DHCP
Connectivity troubleshooting
IP addressing
Microsoft Intune
Jamf Pro administration
Printing solutions
Label printer support
Handheld device support
Scanner support
Warehouse-related technology support
Asset management platforms
Hardware lifecycle management
Group policies
Endpoint configuration
Third-party supplier management
Managed service provider collaboration

Location

Yennora
Barangaroo

Work Type

Office-based
Full-time

Experience Level

1-3 years

Benefits

Learning days, hackathons & Linkedin Learning
Parental leave program
Extra day off for kids' first day of school
Paid day off for birthday
ICONIC voucher
Staff discount
Sample sales
Fitness Passport
Company wellbeing programs
Employee Assistance Program
Volunteer days

About the Company

From our ways of working to our growth mindset and sustainable approach, we each add unique value and have an incredible amount of fun doing it!
People are our greatest asset and our ICONITE experience is designed to empower you to do your best work.

Equal Opportunity

We are committed to providing reasonable arrangements to all individuals participating in our application and interview process, and while performing job functions. If you require any accommodations or adjustments prior to the submission of your application or throughout your interview process, please contact our Talent Acquisition team directly: talent.attraction@theiconic.com.au
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