IT Support Analyst

About the role

We are seeking an IT Support Analyst to join our growing national organisation. Based in Sydney’s West, you will provide first‑line technical assistance to users across multiple Australian sites, working with modern Microsoft technologies.

Key responsibilities

• Provide Level 1 and Level 2 remote support via phone, email and ticketing systems
• Troubleshoot and resolve hardware, software and network‑related issues
• Manage and prioritise multiple support requests while maintaining service levels
• Keep users informed of progress and resolution timeframes
• Monitor systems and escalate critical issues when required
• Maintain accurate technical documentation and knowledge‑base articles
• Assist with user training initiatives across supported technologies
• Collaborate with internal teams to resolve complex technical issues
• Participate in infrastructure, systems and technology improvement projects
• Support desktop, laptop, mobile and telephony environments

Required profile

• Certificate IV in Information Technology (or higher)
• 2+ years’ experience in an IT Support, Service Desk or Helpdesk role
• Experience supporting users across multiple sites or a national business
• Strong customer service and communication skills
• Excellent troubleshooting and documentation capabilities
• A proactive and team‑oriented approach

Required skills

• Microsoft 365 Administration
• Active Directory
• Microsoft Exchange
• Microsoft Azure
• Windows Server Administration
• LAN/WAN networking
• DNS, DHCP, Routing and VPN technologies
• Desktop and laptop deployment and imaging
• VoIP and mobile device support
• Dell and Apple/Mac hardware environments

What we offer

• Competitive salary package ($70k‑$75k p.a.)
• Stable permanent position
• Modern office environment with onsite parking
• Exposure to a broad technology stack
• Opportunities to contribute to projects and continuous‑improvement initiatives
• Supportive, collaborative and people‑focused culture
• Ongoing professional development and career progression