Intermediate Service Desk Technician

About the role

RSM Australia is a member of RSM, the world's 6th largest network of audit, tax and consulting firms. We are an award-winning professional services firm with over 100 years experience supporting Australian businesses. We believe in putting people first and we are proud to have developed a work culture that fosters growth, collaboration and success. Location: Level 7/1 Martin Place, Sydney NSW 2000 Type: Full-time position Application open dates: 5 May 2026 - 6 June 2026 As an Intermediate Service Desk Technician, you will play a key role in supporting our national business by delivering high‑quality IT support, hardware deployment and end‑user training. This is a hands‑on role that blends face‑to‑face support with remote troubleshooting, ensuring our people have the technology and tools they need to work effectively. You will provide first and second level support across a broad range of systems and devices, manage incidents through ServiceNow, and work closely with the wider IT team to resolve issues in line with agreed SLAs. The role offers exposure to national projects, stakeholder engagement and opportunities to mentor junior team members, making it ideal for someone looking to take the next step in their IT support career. Key responsibilities include: Providing first and second level support for IT systems, software, hardware and networking issues Logging, prioritising and resolving incidents and service requests via ServiceNow Supporting staff both face‑to‑face and remotely using tools such as TeamViewer and Remote Desktop Configuring and installing PCs, mobile devices, software and peripheral equipment Travelling to offices across Australia as required to provide on‑site support Enforcing IT security in line with national policies and procedures Meeting SLAs, KPIs and contributing to continuous service improvement Assisting with projects and delivering delegated tasks effectively Creating and maintaining knowledge base articles Supporting and mentoring junior team members Liaising with hardware and software vendors to resolve faults Participating in team meetings, events and conferences Providing support outside standard business hours when required to maintain critical services Total remuneration package: $70,000 - $80,000 inclusive of superannuation, depending on experience About you: This role suits a proactive, customer‑focused technician who enjoys problem‑solving, collaboration and working in a fast‑paced national environment.