Service Desk Technician

SERVICE DESK TECHNICIAN

We are seeking an experienced Service Desk Technician II to join our Information Technology team based on-site at WesTrac Tomago. This role provides Level 2 technical support to end users, delivering timely incident resolution and service request fulfilment for both on-site and remote users.

You will be responsible for owning IT tickets end-to-end, providing hands-on deskside support, and working closely with internal IT teams and vendors to ensure issues are resolved efficiently and in line with agreed service levels.

Key Responsibilities

• Provide Level 2 support for IT incidents and service requests across desktops, laptops, peripherals, applications and connectivity
• Deliver on-site deskside support and remote assistance to end users
• Troubleshoot and administer Windows 10/11, Active Directory, Microsoft 365, printers, VPN and business applications
• Build, image and provision devices and support endpoint lifecycle activities
• Own tickets end-to-end, prioritising workload and meeting SLA targets
• Escalate complex issues with clear diagnostics and documentation
• Create and maintain accurate ticket notes and knowledge base articles
• Contribute to continuous improvement and service quality initiatives

About You

• 3–4+ years’ experience in a Level 2 Service Desk or Desktop Support role
• Strong troubleshooting skills in enterprise end-user environments
• Experience working with ITSM tools and structured incident management
• Confident delivering face-to-face and remote customer support
• Clear communicator able to translate technical issues for non-technical users
• Well organised, proactive, and comfortable working independently on-site

Desirable

• ITIL Foundation or relevant IT certifications
• Exposure to endpoint management or software deployment tools (e.g. Intune, SCCM)
• Experience supporting operational or corporate environments

Why WesTrac?

At WesTrac, we’re Made for More—more opportunity, more growth, and more impact. With a team of over 4,500 people nationally, we’re united by our care for each other, our passion for building a better tomorrow, and our commitment to continual evolution.

We invest heavily in your development, offering access to our in‑house RTO(50737), dedicated learning pathways, and hands‑on experience with the latest Cat® technology and future‑focused capabilities. As one of the world’s largest authorised Cat® dealers, you’ll be part of an industry leader shaping what’s next in mining and construction.

What we offer

• Financial Benefits - Paid Parental Leave & Secondary Carers Leave, Salary Sacrificing, Novated Leasing, Income Protection Insurance & more than 600 retail discounts, such as, Coles, Petbarn, Virgin, HOYTS & Crown. Purchased leave program and RDO options available.
• Health & Wellness – Discounted Health Insurance, Fitness Passport to access multiple gyms across Australia & EAP access to support you and your immediate family.
• Culture & Career - Personal and Team Recognition (Made for More awards), Internal Career Progression, Training & Flexibility through our award-winning WesTrac Institute
• Employee Referral Program - Opportunity to receive a referral bonus for applicable roles
• Additional Perks – Free parking, onsite café, bootcamp and yoga available at certain locations

Apply Now

If you believe you have the skills and experience to succeed in this role, please submit your resume for consideration via the link. For further information regarding this role, please contact NSW Recruitment on 1300 797 028 and quote job #5694.

Successful applicants will be required to complete a satisfactory National Criminal History Check & Medical as part of the recruitment process.

At WesTrac, our primary focus is our people. As we look to the future, we’re focused on harnessing the best talent and providing them with the support they need to achieve success. WesTrac is a member of the Diversity Council of Australia and recognise the value of and strongly support the principles of equal employment opportunities in the workplace and are committed to continue to build our workplace culture.