Intermediate Service Desk Technician
Job Description
OUR VALUE PROPOSITION
At RSM, our purpose is to instill confidence in a world of change for both our clients and our people.
RSM Australia supports a people-centric and collaborative culture where we are committed to empowering and developing you. As a leading professional services firm, we connect you to an extensive network of global resources and invest in your future. We value the meaningful work that you do and encourage you to be a part of the change.
Our value proposition is our commitment to you; it highlights the experiences, benefits, and value that you can expect as part of RSM. This is underpinned by our three values – integrity in everything that we do, supporting clients everywhere, and developing and valuing everyone.
Who we are:
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.
About the role:
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.
What We’re Looking For:
A relevant tertiary IT certification, diploma, or degree.
At least 12 months of experience in an IT support role.
Experience with customer service, end-user training, and remote support is a plus!
A valid driver’s licence and the flexibility to travel when required.
A proactive, problem-solving mindset with strong interpersonal skills.
A willingness to work flexible hours to support critical IT services.
A team player who thrives in a collaborative environment.
Life at RSM:
RSM provides a great environment to build skills and confidence and we help our people achieve their best. We are trusted advisors to our clients, so it is critical for us to find the right people for the job on offer. Our network of offices across Australia and around the world allow us to offer a personal service to all our clients regardless of where they are!
Working for RSM entitles everyone to a wide range of leading health, wellness financial and lifestyle benefits.
How to apply:
Please click on the “apply” button and complete our online application form.
Agencies, thank you for thinking of us, but our recruitment is managed internally, and we will reach out to our preferred suppliers if we need assistance.