Job Title

Location: Tomago, NSW, AU Service Desk Technician We are seeking an experienced Service Desk Technician II to join our Information Technology team based onsite at WesTrac Tomago. This role provides Level2 technical support to end users, delivering timely incident resolution and service request fulfilment for both onsite and remote users. You will be responsible for owning IT tickets endtoend, providing handson 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 Level2 support for IT incidents and service requests across desktops, laptops, peripherals, applications and connectivity Deliver onsite deskside support and remote assistance to end users Troubleshoot and administer Windows10/11, Active Directory, Microsoft365, printers, VPN and business applications Build, image and provision devices and support endpoint lifecycle activities Own tickets endtoend, 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 34+ years experience in a Level2 Service Desk or Desktop Support role Strong troubleshooting skills in enterprise enduser environments Experience working with ITSM tools and structured incident management Confident delivering facetoface and remote customer support Clear communicator able to translate technical issues for nontechnical users Well organised, proactive, and comfortable working independently onsite 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, were Made for More more opportunity, more growth, and more impact. With a team of over 4,500 people nationally, were 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 inhouse RTO(50737), dedicated learning pathways, and handson experience with the latest Cat technology and futurefocused capabilities. As one of the worlds largest authorised Cat dealers, youll be part of an industry leader shaping whats 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 support for you and your immediate family. Culture & Career Personal and Team Recognition (Made for More awards), Internal Career Progression, Training & Flexibility through our awardwinning WesTrac Institute. Employee Referral Program Opportunity to receive a referral bonus for applicable roles. Additional Perks Free parking, onsite caf, bootcamp and yoga available at certain locations. EEO Statement WesTrac is a member of the Diversity Council of Australia and recognises the value of and strongly supports the principles of equal employment opportunities in the workplace. We are committed to continue to build our workplace culture. Background Check Successful applicants will be required to complete a satisfactory National Criminal History Check & Medical as part of the recruitment process. #J-18808-Ljbffr