IT Support Officer - Level 1

What you'll do:

As an IT Support Officer based in Wellington, you will play a pivotal role in ensuring the reliability and efficiency of the organisation’s IT infrastructure. Your day-to-day activities will involve being the first point of contact for staff experiencing technical difficulties—whether it’s troubleshooting common software issues or assisting with hardware setups. You’ll also take responsibility for maintaining robust security measures within the registration database, monitoring its performance closely, generating timely reports, and supporting communication efforts through newsletter distribution. By collaborating closely with colleagues across all departments as well as external service providers, you’ll help foster a positive team environment built on mutual respect. Your ability to provide clear guidance during training sessions will empower others to use technology confidently. In addition to these core duties, you’ll contribute ideas for process improvement while ensuring compliance with health and safety standards—making you an indispensable member of this supportive team.

• Provide first-level technical support to users via phone, email, chat, or face-to-face interactions, ensuring prompt resolution of routine IT issues such as password resets, software glitches, and connectivity problems.
• Escalate complex or unresolved technical issues to the IT Lead while maintaining clear records of support requests, resolutions, and user information as directed.
• Support the IT Lead by taking on routine system maintenance tasks and troubleshooting issues so they can focus on strategic projects.
• Conduct training sessions for staff to enhance their understanding of IT resources and promote best practices across the organisation.

What you bring:

To excel as an IT Support Officer in this environment, you will bring proven experience supporting end-users within an office setting—ideally having worked hands-on with both hardware troubleshooting and software support. Your background should include familiarity with Microsoft Office applications (especially SharePoint), basic networking concepts, cybersecurity awareness practices such as access control implementation or data encryption techniques. Beyond technical know-how, your success will depend on your ability to communicate clearly across diverse teams—explaining solutions patiently even when under pressure!

• A degree in Information Technology, Computer Science or related field is preferred; alternatively, a demonstrated passion for learning more about IT is highly regarded.
• Proficiency in various IT systems including Microsoft products such as SharePoint along with basic knowledge of network management, cybersecurity principles, troubleshooting techniques, software installation procedures, and hardware configuration.
• Previous experience in an IT support role within a similar industry or organisational size is desirable for understanding operational context.
• Strong verbal and written communication skills enabling you to assist staff effectively while documenting technical issues clearly.
• Demonstrated problem-solving abilities allowing you to diagnose technical challenges efficiently while maintaining composure under pressure.
• A customer service orientation that ensures every interaction is handled with patience, empathy, positivity—and always striving for high-quality outcomes.

What's next:

If you’re ready to bring your technical expertise into a welcoming environment where every day brings new opportunities for connection and growth—apply now!