{"id":2417636,"url":"https://alion.io/job/mable-it-helpdesk-support","title":"IT Helpdesk & Support","company":{"id":3376,"name":"Mable","domain":"mable.com.au","url":"https://alion.io/company/mable","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":29000,"max_usd":80000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":814},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ChatGPT","optional":false},{"name":"Claude","optional":false},{"name":"Copilot","optional":false},{"name":"Google Workspace","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Least Privilege","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Slack","optional":false},{"name":"Windows","optional":false},{"name":"Confluence","optional":true}],"status":"live","first_seen_at":"2026-10-13T02:06:18Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-13T18:35:08Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"The IT Helpdesk & Support role keeps the people behind Mable and HomeMade productive, secure and connected, while helping transform how IT support is delivered across our brands. Alongside providing responsive Level 1 and 2 support, you’ll help the team pursue three goals: eliminating issues through proactive maintenance and self-service; automating routine service requests such as onboarding, offboarding, and access changes; and using AI to increase our capacity for planned project work and initiatives.\nKey Responsibilities:\nDeliver Great Support\nTake ownership of support requests from start to finish for staff across Mable and HomeMade, whether in person or remotely, ensuring each is resolved efficiently and effectively.\nTroubleshoot and investigate issues, escalating to other teams, squads or third-party vendors when needed.\nAdminister and support our core SaaS and collaboration platforms, including Google Workspace, JumpCloud, Slack, Atlassian and Zoom.\nSupport telephony and contact centre services (Zoom Contact Center), including user setup, basic queue and configuration changes.\nSupport information security controls by maintaining accurate access and asset records, participating in periodic access reviews, following team procedures, and promoting good security practices with staff.\nEliminate Incidents & Issues\nKeep laptops and devices up to date, patched and protected through endpoint management, so issues are prevented before they reach staff.\nParticipate in incident management, problem resolution and root cause analysis, with a focus on fixing underlying causes rather than symptoms.\nCreate and maintain knowledge base articles and self-help content that let staff resolve common issues themselves.\nUse incident trends to identify recurring issues and recommend permanent fixes.\nAutomate Service Requests\nManage the identity and access lifecycle (onboarding, offboarding and access changes), and help design, build and maintain automated workflows that fulfil these requests with minimal manual effort.\nManage the IT asset lifecycle (provisioning, refresh and retirement), using automation to keep asset records accurate and processes consistent.\nStreamline software and application deployment through automated, policy-based delivery.\nDocument procedures for both manual and automated processes so they’re repeatable and auditable.\nAI Assisted IT Work\nUse AI tools to speed up troubleshooting, documentation, scripting and analysis, increasing the team’s capacity for planned project work.\nIdentify opportunities to apply AI and automation to support processes, and help test and adopt new tooling.\nParticipate in planning, executing and delivering key projects and initiatives as needed.\nSkills, Knowledge and Experience\n2-3 years’ experience in an IT support or service desk role across Level 1 and Level 2.\nHands-on administration of a cloud identity and productivity platform (Google Workspace or Microsoft 365/Entra ID), including user lifecycle, groups, MFA and SSO.\nExperience with endpoint or mobile device management (e.g. JumpCloud, Intune, Jamf) across macOS and Windows, including patching and policy compliance.\nExperience using an ITSM tool (e.g. Jira Service Management, ServiceNow, Freshservice) and working to ITIL-aligned practices for incidents, requests, problems and changes.\nSound troubleshooting across laptops, peripherals, SaaS applications and basic networking\nA demonstrated aptitude for automation: you look for ways to remove repetitive work, and can point to something you’ve streamlined or automated.\nPractical use of AI tools (e.g. Claude, ChatGPT, Copilot) to work faster, and a genuine interest in applying them to IT work.\nClear written communication, including documentation and self-help content for non-technical users.\nA strong customer-service mindset and the ability to manage competing priorities with minimal supervision.\nA good understanding of security fundamentals such as access control, least privilege, phishing awareness and safe data handling.\nDesirable:\nGoogle Workspace and/or JumpCloud administration.\nAtlassian administration (Jira Service Management, Confluence), including request types, portals and knowledge bases.\nExperience with Zoom Phone, Zoom Contact Center or other cloud telephony.\nA relevant qualification, such as a Certificate III/IV in IT or a degree, or certifications such as ITIL 4 Foundation, CompTIA A+/Network+ or vendor certifications.","description_format":"text","description_chars":4447,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Marketplaces","Home Care Services","Disability Support Services"],"lifecycle":[{"event":"open","at":"2026-10-13T03:54:44Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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