IT Support Analyst Level 2

About the role

The End User Support Analyst will join a busy, collaborative team delivering high‑quality IT support across multiple sites in Sydney’s CBD. The role involves both remote and on‑site assistance for desktops, laptops, mobile devices and communications infrastructure.

Key responsibilities

• Provide Level 1 and Level 2 support for desktops, laptops, and mobile devices.
• Deliver face‑to‑face assistance across five on‑site days per week and remote support as needed.
• Troubleshoot hardware, software and network connectivity issues to restore services promptly.
• Support AV systems, telephony and other communications equipment.
• Log, manage and resolve incidents through the ticketing system, maintaining clear communication with users.
• Participate in an after‑hours on‑call roster to ensure 24/7 coverage.

Required profile

• Strong communication skills with a focus on customer service.
• 3+ years experience in desktop, field or end‑user support.
• Relevant IT qualification (e.g., Cert IV) or equivalent experience.
• Full driver’s licence and access to a vehicle.
• Ability to work in a fast‑paced, multi‑site environment.

Required skills

• PC hardware troubleshooting.
• Windows desktop and laptop support.
• Mobile device management.
• Network connectivity troubleshooting.
• AV system support.
• Telephony and communications infrastructure support.
• Ticketing system usage for incident tracking.

What we offer

• 3‑month fixed‑term daily‑rate contract.
• Opportunity to work across a diverse, multi‑site environment.
• Collaborative team focused on delivering critical support services.
• Role within a not‑for‑profit organisation making a meaningful impact.