IT Support Analyst

About the role

We are seeking an IT Support Analyst to join our growing national organisation. You will provide Level 1 and Level 2 remote support to end‑users across multiple Australian locations, helping to maintain a reliable technology environment.

Key responsibilities

• Deliver Level 1 and Level 2 support via phone, email and ticketing systems.
• Troubleshoot and resolve hardware, software and network issues.
• Prioritise and manage multiple support requests while meeting service level agreements.
• Communicate progress and resolution timeframes to users.
• Monitor systems, escalating critical incidents as needed.
• Maintain accurate technical documentation and knowledge‑base articles.
• Assist with user training on supported technologies.
• Collaborate with internal teams on complex issues and 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 abilities.
• Proactive, team‑oriented attitude.

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.
• Stable permanent position.
• Modern office with onsite parking.
• Exposure to a broad technology stack.
• Opportunities to contribute to projects and continuous improvement.
• Supportive, collaborative culture.
• Professional development and career progression.