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IT Help Desk Officer - Darrac

Johnathan Thurston Academy

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Our client: VAE

Posted: 17/12/2021
Closing Date: 22/01/2022
Job Type: Permanent - Full Time
Location: Darra
Job Category: IT

The Company

VAE Group is a HVAC (heating, ventilation and air conditioning) solutions company that started in 1997. Today, we have grown to over 300 employees and have 9 office locations in Australia, New Zealand and Papua New Guinea. As a Tier 1 building solutions company and one of Australia’s largest commercial HVAC companies, we pride ourselves on trust and integrity. We work and engage with our clients so that together we develop solutions that always work and are delivered on time and on budget. At VAE, our expert staff have an authentic passion for delivering outstanding results. This energy drives innovative thinking, promotes efficient performance and results in positive relationships.  Our growth and success is built on providing Smarter HVAC Solutions with a promise of ‘Built in Certainty’ every time. 

We’re continuously searching for likeminded people that complement our core principals and company culture to join our ever-growing team. From system integration engineers, service support and commissioning engineers, Draftsperson to technical Project Managers, if problem solving and innovating with technologies is a key driver of your desire to love what you do, then a career with VAE Group will deliver that desire.

The Role

Reporting to the IT Manager and based in Darra, the IT Helpdesk Officer will be responsible for logging and actioning IT support requests and tickets that enhances performance and improves day-to-day quality of IT service and customer support.

The successful candidate will demonstrate knowledge and experience in Information Technology field, have exceptional interpersonal skills as well as customer services.

The Responsibilities 

Some of the key responsibilities will include:

  • Providing general IT support for all staff across our Offices, assigned or directed work by the IT Manager and team members and Senior Management.
  • Physical presence in our Sudbury and Bellwood Office.
  • Ensure your assigned and logged support tickets are actioned, that they are updated regularly and completed on time to ensure a high level of customer support and satisfaction.
  • Fortnightly reporting of tickets is reviewed and suggested action is advised upon
  • Configure, test, troubleshoot operating systems, systems and hardware, notifying the team when required.
  • Ensure documentation and processes are followed and updated for knowledge management, skill transfer and aiding in timely resolution
  • Contribute to the monthly IT Meetings to report and present issues relevant in your helpdesk role
  • Manage, administer and monitor VAE infrastructure, monitoring systems, backup software, asset management and cloud-based software is kept up to date.
  • Daily reporting and checks, ensure data is backed up, flag up concerns and escalate when issue arise to ensure continuity.
  • Procure, configure, test and decommission IT equipment for new starters and leavers, this will comprise of laptops and mobiles as well as accessories and peripherals that may be required built to the standard operating procedures.
  • Coordinate and assist with Onboarding & offboarding process

The ideal candidate will have:

  • 1 to 3 years’ experience in a similar role
  • Aptitude and interest in the Information Technology field
  • Good social skills, telephone manner and interaction with staff
  • Good scheduling, prioritization, time management and written/documentation of tasks
  • Strong attention to detail following closely the requests made and correct process in the Standard Operating Procedures and as per system training
  • Sound communication and interpersonal skills
  • Proficient in the use of Windows 10 operating system, Android/IOS platforms
  • Must be confident in communicating and deskside interactions when attending to local issues
  • Experienced in documentation and IT department tools such as IT ticketing systems (Atlassian), Office 365, Sharepoint and Teams, Anti-virus security systems (Sophos) and system management tools (PRTG, VMware, nAble), Remote access tools (Teamviewer) and Backup software (Veeam)
  • Enthusiastic and willing to learn and share skills to team members


Most importantly the candidate will be able to demonstrate how they work within the VAE company values of Energy, Synergy and Success. We are proud of the VAE Group culture and it is key to the company's significant growth & low employee turnover.


Most importantly the candidate will be able to demonstrate how they work within the VAE company values of Energy, Synergy and Success. We are proud of the VAE Group culture and it is key to the company's significant growth & low employee turnover.

If you are interested in this position, please click the 'APPLY' button below and send us a copy of your Cover Letter and CV. Only successful applicants will be contacted.

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