BLACK OPS SOLUTIONS · IT Graduate IT Interview PackAU · 2026

IT Support Officer · graduate level · Australia

Graduate IT Support Officer

The first person anyone calls, and the most common way into infrastructure work.

Job description · fictional employer

Graduate IT Support Officer

Banksia Learning Group

Location
Brisbane northside - on site 4 days, travel to other campuses about fortnightly
Employment type
Full-time, permanent - 24-month support to systems pathway
Salary
AUD $66,000 base + 12% superannuation
Reports to
IT Operations Manager
Intake
January 2027, before the school year starts - applications close 17 October 2026

About us

Banksia Learning Group runs six independent schools across south-east Queensland and northern New South Wales - about 9,000 students and 1,100 staff. Our IT team is fourteen people supporting 2,600 managed devices, six campus networks and a teaching day that does not tolerate an outage between 8:55am and 3:15pm.

The team you would join

Service Delivery is six people: four support officers, a team leader and you. Behind us sits a systems team of three who run identity, servers, backups and the network. This role is deliberately built to move you from the first team into the second.

What you will do

  • Work the service desk queue - accounts, devices, printing, classroom AV, the phone that rings during period one
  • Go to the classroom when a lesson is failing, and get teaching moving before you get comfortable diagnosing
  • Image and deploy devices across a fleet of about 2,600 laptops, desktops and iPads
  • Administer accounts and groups in Entra ID and Active Directory, including the enrolment churn every January
  • Take a real part in the start-of-year rollout, which is the largest single event in a school IT calendar
  • Write knowledge base articles so the same problem is never solved from scratch twice
  • Pick up supervised infrastructure work from month six - patching, backup checks, monitoring, small scripts
  • Join the rostered after-hours support during exam blocks and enrolment. Paid, capped, and never a surprise

What we are looking for

  • A completed or in-progress diploma or bachelor in IT, computer science or a related discipline - or demonstrable equivalent experience
  • Real patience with people who are stressed, non-technical and running out of time
  • A troubleshooting method you can describe out loud, rather than a list of things you try
  • Working knowledge of Windows, and a basic picture of DHCP, DNS and wireless
  • Willingness to be on site, move equipment and get under a desk. This is not a remote role
  • A Working with Children Check (Queensland Blue Card), or eligibility to obtain one, and a current driver licence

Nice to have

  • A home lab, or a history of fixing other people's machines properly rather than by reinstalling
  • Any PowerShell, even a script that only you have ever run
  • Exposure to Microsoft 365 admin, Intune, Jamf or Google Workspace
  • Retail, hospitality or call centre work - the front-line skills transfer directly
  • CompTIA A+ or N+, or Microsoft fundamentals certifications

What you would work in

Microsoft 365Entra IDIntuneActive DirectoryWindows 11Windows Server 2022Jamf (iPads)Meraki wirelessPaperCutFreshserviceVeeamPowerShell

What the program gives you

  • A named buddy for six weeks and a queue that is deliberately filtered while you learn
  • Paid certification path - MS-900, then EndPoint Administrator or Azure Administrator - with study leave
  • One day a week with the systems team from month six, on real infrastructure work
  • A defined move to Systems Administrator (Level 1) at 24 months, subject to review, with the criteria written down from day one
  • School holidays are genuinely quieter. That time goes to projects, study and taking leave

How the process runs

  1. 1

    Application

    CV plus three short written questions. No cover letter.

  2. 2

    Phone screen

    20 minutes - logistics, Blue Card eligibility, driver licence, shift and travel expectations.

  3. 3

    Practical interview

    45 minutes - we describe faults and hand you a misbehaving laptop, and watch how you work.

  4. 4

    Panel

    45 minutes with the IT Operations Manager and a head of department, who is the customer here.

  5. 5

    Checks

    Referees, Blue Card and a right to work check before an offer is confirmed.

Service desk work is a legitimate and fast route into infrastructure, and we treat it that way rather than as a holding pen. If you meet most of the essential criteria and none of the desirable ones, apply anyway. Reasonable adjustments are available at any stage of the process - tell your talent partner what you need.

Example CV · fictional candidate

Michael Tran

Written to the job description on the previous tab. Notes on the right explain each choice.

Michael Tran

Graduate IT Support Officer

Brisbane QLD · 0400 000 000 · [email protected] · linkedin.com/in/michael-tran-it · Blue Card held · Open driver licence

Professional summary

IT graduate with two years on a university service desk and eighteen months in retail technology before that, so I have handled the stressed user and the impossible deadline in both settings. Comfortable working a queue, imaging a fleet and writing the article so the next person does not have to ask. Building toward systems administration and doing it deliberately.

Technical skills
Support
Windows 11 and macOS, device imaging and deployment, printing, classroom and meeting room AV, ticket triage
Identity and cloud
Entra ID and Active Directory - accounts, groups, group policy basics; Microsoft 365 admin centre; Intune (learning)
Networking
DHCP, DNS, VLAN basics, wireless troubleshooting, patch panels and structured cabling
Scripting
PowerShell - bulk account tasks, reporting; basic bash
Servers and backup
Windows Server 2022, Hyper-V and Proxmox (lab), Veeam (lab restores tested)
Ways of working
Freshservice and Jira Service Management, knowledge base writing, asset registers
Education
Bachelor of Information Technology (Networking and Systems)
Feb 2023 - Nov 2026

Griffith University, Brisbane

  • Credit average, with distinctions in Network Fundamentals, Operating Systems and Systems Administration
  • Studied part time from 2024 while working four days a week on the service desk
  • Final project: automated onboarding for a simulated 500-user environment. See Projects below
Experience
IT Service Desk Officer (part-time, 24 hrs/week)
Feb 2024 - present

Griffith University, Digital Solutions

  • Around 55 tickets a week across accounts, devices, printing and teaching space AV, with a first-contact resolution rate of about 70%
  • Imaged and deployed 300+ staff laptops across two rebuild rounds, including the labelling and asset register work nobody volunteers for
  • Wrote 14 knowledge base articles; the two on wireless enrolment cut repeat tickets on that issue by roughly half over a semester
  • First responder for teaching space failures during class time, where the target is a working room in under ten minutes
Technology Sales and Repairs Associate
Aug 2022 - Feb 2024

Northgate Electronics, Brisbane

  • Diagnosed and repaired customer laptops - drives, memory, thermal, malware removal and data recovery
  • Explained faults and options to customers who were often upset about cost or lost data
  • Trained four new starters on the repair intake process
Holiday Program Technology Assistant
Dec 2023 and Jul 2024 (school holiday blocks)

Brisbane Community Learning

  • Set up and ran devices for a coding holiday program of about 60 primary students
  • Held a Blue Card and worked to the program's supervision and safeguarding rules
Projects
Home lab - a small enterprise, on purpose
Proxmox, Windows Server 2022, Active Directory, pfSense, Veeam
  • Domain with group policy, a file server with real permission structures, and a firewall separating a lab VLAN
  • Broke it on purpose and restored from backup four times - the last restore took 22 minutes end to end
  • Documented in a runbook I actually follow, because I have needed it twice
Bulk onboarding script (final year project)
PowerShell, Microsoft Graph, CSV
  • Creates accounts, assigns group membership and licences, and produces a report of what it did and what it skipped
  • Refuses to run against production without a dry-run flag, because I got that wrong once in the lab
  • github.com/michaeltran-it/bulk-onboard
Community device repair days
Volunteer, one Saturday a month
  • Repaired or set up around 40 donated laptops for a refugee resettlement service since 2024
  • Wrote a one-page plain-English setup guide that goes out with each machine
Leadership and activities
  • Peer trainer for new service desk casuals - four inducted since 2025
  • Volunteer, Brisbane refugee resettlement service, device program, 2024 - present
  • Griffith IT Society, events volunteer, 2024 - 2025
Certifications
  • CompTIA A+, November 2024
  • Microsoft MS-900: Microsoft 365 Fundamentals, June 2025
  • CompTIA Network+, in progress - exam booked April 2026
Referees

Available on request.