IT Helpdesk Support Specialist | Sydney

The Opportunity

McInnes Wilson Lawyers are seeking an experienced practical and client-oriented IT Helpdesk Support Specialist to be the face of IT support in our Sydney office.

This isnt a script-based helpdesk job. Were looking for someone who can work independently solve problems with real-world context and bring a strong sense of judgement and responsibility. You will champion cybersecurity client confidentiality and understand the operations of a professional environment.

Youll be the only onsite IT team member in Sydney backed by a wider (and fun!) Brisbane-based team. Whilst we are excited about utilising scripts and AI as support tools we are interested in applicants who are capable problem solvers and can think initially on their own two feet. You will have the opportunity to work with autonomy variety and the ability to make a genuine impact.

Our firm is currently going through an exciting IT refresh providing numerous opportunities for growth and development. As part of a growing firm youll have the chance to learn from our well-respected IT team lead by our experienced CIO and Infrastructure & Operations Manager.

What will you do

• Own IT support for the Sydney office: hardware software AV network mobile and user onboarding
• Triage and resolve helpdesk tickets with appropriate prioritisation and clear communication
• Collaborate with our national IT team to escalate and solve broader issues
• Apply sound thinking and good judgement to maintain a secure and productive IT environment
• Train users and provide guidance in person over the phone or via Teams
• Contribute to an evolving IT function in a firm undergoing exciting change and growth

The Role

Technical aptitude excellent communication skills and a proactive attitude will be essential in this role as you will be responsible for supporting our legal professionals and ensuring their technology needs are met in a timely manner.

Your responsibilities in this role will include:

• Providing hands-on technical support for hardware software network and telecommunications issues
• Acting as the first point of contact for all IT-related enquiries in the Sydney office
• Processing and responding to service requests through our Service Desk platform
• Diagnosing and resolving a wide range of technical issues for legal and corporate services staff
• Delivering one-on-one and small group training on IT systems and applications
• Closely liaising with the Sydney administrative support team on day-to-day operations
• Working collaboratively with the Brisbane-based help desk team via remote communication
• Contributing ideas for process improvements and service enhancements

Role Requirements

• At least 2 years experience in a helpdesk or desktop support role preferably in a small team where we you have had to deal with a wide variety of issues
• Experience in professional services (legal environment highly regarded)
• Strong familiarity with document management and practice management systems would be highly regarded
• A proactive independent problem-solver not someone who needs a playbook to follow
• A calm and clear communicator especially with non-technical users
• Awareness of cybersecurity risks and the confidence to push back or educate where needed
• A sense of ownership and accountability. Youll be the go-to person in Sydney

This role requires immediate on-site presence in our Sydney office. Only candidates who are currently residing in Sydney or its immediate surroundings and have the right to work in Australia should apply. This position cannot accommodate fully remote work or visa sponsorship.

About McInnes Wilson Lawyers

We are a full-service firm with around 370 users providing high quality legal advisory services across Australia. We are proud of the values we uphold and the culture of our firm and know there is more to life than work. We believe in our people and trust them with our brand.

When joining McInnes Wilson Lawyers you will be joining a firm that takes gender equality seriously. Our progressive and inclusive policies have also earned us recognition as an Employer of Choice by the Australian Business Awards Lawyers Weekly Queensland Law Society and HRD to name a few.

Our range of employee benefits are designed to be inclusive of all employees and currently include:

• Progressive paid parental leave policy with no qualifying period pre-natal leave parent & care givers platform partner leave and return to work bonuses.
• Access to our firmwide personalised Salary Continuance Insurance Policy
• Flexible working arrangements.
• Reward and recognition program including tenure awards annual staff awards and promotion ceremonies.
• Further education support and professional development program including a formal mentoring program.
• Health and wellbeing initiatives birthday leave for full-time employees firm social club and regular team functions.

Please submit your application along with your resume and a cover letter explaining your interest in the position. All applicants should note that the successful candidate will be required to undergo background screening including reference checks and police checks.

Any questions regarding this role should be directed to our Talent team

We are an equal opportunity employer and value diversity at our firm. We encourage applications from all qualified individuals including those from underrepresented groups. If you require any changes or amendments to our recruitment process please dont hesitate to let us know.