IT Support Analyst

About the Role

We are looking for an enthusiastic Junior IT Support Analyst to join a dynamic technology team in Australia. This full-time role offers individuals with 0 to 2 years of experience the chance to develop practical skills by assisting end-users, resolving technical problems, and managing IT systems in a cooperative setting. Strong communication skills and a customer-oriented approach are essential, alongside a keen desire to learn and grow.

Primary Responsibilities

• Deliver initial technical support through phone, email, and ticketing platforms.
• Diagnose and resolve issues related to hardware, software, printers, and network connectivity.
• Install, set up, and maintain computers, laptops, and associated peripherals.
• Manage support tickets by logging, updating, and closing them accurately while maintaining detailed records.
• Provide assistance for Microsoft Windows, Microsoft 365, and commonly used business software applications.
• Escalate complex problems to higher-level IT support teams when necessary.
• Handle user account duties including password resets and system access requests.
• Support employee onboarding and offboarding processes.
• Adhere to IT security standards and procedures.
• Ensure high-quality customer service by meeting response and resolution benchmarks.

Required Qualifications

• Completion of Certificate IV, Diploma, or Bachelor's degree in Information Technology, Computer Science, or related disciplines.
• Between zero and two years of relevant experience in IT Support, Help Desk, or Desktop Support roles.
• Basic understanding of Microsoft Windows operating systems and Microsoft 365 suite.
• Fundamental knowledge of computer hardware, networking concepts, and troubleshooting methods.
• Excellent verbal and written communication capabilities.
• Strong problem-solving skills and effective time management.
• Capacity to operate independently as well as collaboratively within a team environment.

Preferred Competencies

• Experience with Active Directory and Microsoft Entra ID (formerly Azure AD).
• Familiarity with ticketing tools like ServiceNow, Jira, or Zendesk.
• Basic comprehension of networking protocols including TCP/IP, DNS, DHCP, and VPN.
• Possession of certifications such as CompTIA A+, ITIL Foundation, or Microsoft Fundamentals is advantageous.

Benefits

• Attractive salary package tailored to experience.
• Opportunities for career growth and continuous learning.
• Supportive workplace fostering collaboration.
• Possibility of hybrid work arrangements depending on role requirements.
• Paid leave entitlements including annual leave and public holidays.
• Employee health and wellness programs.
• Paths for internal progression within the company.