IT Support Level 1

IT Support Level 1 job description

The IT Support Level 1 role provides frontline technical assistance to end-users by resolving hardware, software, and connectivity issues. This position is essential in maintaining smooth IT operations and ensuring user satisfaction across New Zealand-based teams.

IT Support Level 1 duties and responsibilities of the job

Key responsibilities of an IT Support Level 1 include:

Responding to and resolving basic IT support requests via phone, email, or ticketing system

Troubleshooting hardware and software issues across desktops, laptops, printers, and mobile devices

Assisting with account creation, password resets, and user access management in line with internal security policies

Installing and configuring approved software and hardware according to IT standards

Logging and updating support tickets accurately and escalating complex issues to Level 2 support

Supporting users with basic network connectivity and peripheral issues

Maintaining asset registers and assisting with inventory tracking

Ensuring compliance with New Zealand data privacy and security protocols when handling user information

IT Support Level 1 job qualifications and requirements

A certificate or diploma in information technology or a related NZQA-recognised qualification is preferred.

Requirements include:

1–2 years’ experience in an IT support or service desk role

Familiarity with Windows and macOS operating systems

Basic knowledge of Active Directory, Microsoft 365, and standard enterprise software

Strong problem-solving and customer service skills

Ability to communicate technical information clearly to non-technical users

Awareness of New Zealand privacy and data security requirements in IT support contexts

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Salary for IT Support Level 1

55000 - 65000

25th Percentile

55000

The candidate has little or no prior experience in the position and is still developing relevant skills.

50th Percentile

60000

The candidate has an average level of experience and has most of the necessary skills.

75th Percentile

65000

The candidate has above-average experience, has most or all the necessary skills and may have specialised qualifications.

Salary range based on three percentiles The starting salaries represent gross yearly salaries. They do not include bonuses, benefits or KiwiSaver.

Projected salaries for related positions

Position title

25th Percentile

50th Percentile

75th Percentile

IT Support Level 2

67500

70000

75000

Systems Administrator

80000

85000

95000

Application Support

65000

75000

95000

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