IT Support Analyst

About the role

Vision Super is seeking a customer‑focused IT Support Analyst to be the first point of contact for end‑user technology issues. You will work closely with IT Operations and Cyber Security teams to maintain a reliable Microsoft‑centric environment for staff across New South Wales and remote locations.

Key responsibilities

• Log, triage and resolve incidents via Jira Service Management, adhering to SLA targets.
• Diagnose hardware, software, connectivity and access problems on Windows 11 desktops, laptops, mobile devices and remote users.
• Provide day‑to‑day support for Microsoft 365 applications, including Outlook, Exchange Online, Teams, SharePoint Online, OneDrive and Office suite.
• Administer user accounts, passwords and group memberships in Active Directory and Azure AD (Microsoft Entra ID).
• Deploy software images, manage laptop provisioning and Mobile Device Management (Intune).
• Assist with phone‑system workflows, call‑recording solutions and endpoint vulnerability remediation.
• Collaborate with external vendors and create knowledge‑base articles, guides and SOPs.

Required profile

• Minimum 3 years experience in an IT support or systems role.
• Strong customer service orientation and ability to communicate clearly with end users.
• Proactive attitude toward problem management and continuous service improvement.

Required skills

• Windows 11 desktop and laptop support
• Microsoft 365 suite (Outlook, Exchange Online, Teams, SharePoint Online, OneDrive, Office apps)
• Microsoft Intune and Mobile Device Management
• Active Directory and Azure AD (Microsoft Entra ID) administration
• Jira Service Management ticketing
• ITIL best practices
• Remote Desktop Services
• Endpoint vulnerability remediation