Information Technology Support Analyst

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Plenary is a people business and our employees are at the heart of our success. We bring together high-performing professionals with a commitment to excellence in the procurement, delivery, and management of public infrastructure.

• We celebrate diversity and promote inclusivity
• We are proud to be recognised for our commitment to achieving workplace gender equality, awarded a WGEA Employer of Choice for Gender Equality
• We are endorsed by the DCA as an Inclusive Employer
• We believe in ensuring our infrastructure projects offer long-term economic, social and environmental dividends to the communities in which they exist
• We offer a work environment that rewards performance and culture where our people can thrive professionally and personally

The IT Support Analyst is the first point of contact for all IT-related queries within Plenary, providing timely in-person and remote support to end users. This role involves maintaining and supporting the company's network, servers, and desktop environments through problem-solving and hardware/software installations. The analyst will work closely with teams to understand and address technology needs effectively. Occasional travel to local and interstate project sites will be required.

In this role, you will be responsible for:

• Responding to first point of contact IT queries from Plenary staff
• Providing technical assistance and support for any queries or issues related to Plenary computer systems, software, hardware, network and our IAAS & SAAS Platforms
• Responding to requests for technical assistance by Plenary employees quickly and effectively in person, via phone or electronically on all company supported systems - ensuring a courteous, timely, and effective resolution of end user issues
• Assisting with onboarding / offboarding of users, across all offices, globally
• Ordering, configuring and the installation of new workstations and associated equipment
• Maintenance of all infrastructure, hardware and software, asset registers and associated licenses
• Carrying out Daily / Monthly IT maintenance tasks
• Assisting in the support and management of Plenary bid / project offices
• Carrying out Systems Security Compliance Management ensuring thesecurity of data, network access and backup systems
• Documenting high and low-level design, operation manuals and troubleshooting guides of technology platforms and procedures as required
• Attending IT training courses to effectively carry out required duties and to keep up-to-date with IT best practices across all systems and technologies
• After hours work may be required to facilitate Plenary projects, system maintenance, incident management or critical support tasks
• Monitor and review all automated system alerts whilst responding to Severity Level 1 incidents as they occur both inside and outside of business hours
• Implementing and maintaining Standard User Operating Environment
• Performing all activities in adherence with ITIL processes
• Undertake any other reasonable duties requested by the IT manager or Head of Business

Ideal candidates will have a curiosity for learning, an eagerness for a challenge, be a team player and will demonstrate resilience and commitment to the role. You will have:

• A tertiary qualification in computing or related discipline coupled with significant experience in a Level 1-2 support environment
• Strong hands-on experience in support, systems administration, troubleshooting and deployment
• Experience with Office 365, Microsoft Azure, Microsoft Entra ID and Exchange management
• Knowledge of Windows Server 2016 Active Directory management, group policy, DNS, DHCP
• Management and support experience of Microsoft Intune, SharePoint, Dynamics, and Teams (including meeting room support)
• Extensive knowledge of Security solutions (including Microsoft Defender for Endpoint and Mimecast)
• Demonstrated efficient and effective use of problem-solving and task prioritization to solve complex IT issues
• Knowledge of ITIL and industry best practices
• Experience supporting Cisco Meraki networking equipment
• Experience in a highly transactional IT environment such as banking, stockbroking or accounting

• Excellent communication skills and experience effectively communicating with technical and non-technical audiences of different levels
• Critical analytical thinking ability and pragmatic work attitude to quickly identify optimal solutions
• A 'Can Do' attitude and the ability to work autonomously
• Able to work in a diverse environment across multiple business systems
• Strong teamwork skills
• Self starter, able to resolve issues quickly and efficiently, recognizing when to escalate
• Ensure all activities within the business comply with relevant acts, legal demands and ethical standards
• Upholds the Plenary Values and Behaviours
• Complies with the Plenary Code of Conduct, company policies, process standards and practice standards

We are an equal opportunity employer. All applications will be handled with complete confidentiality, only short-listed applicants will be contacted. Agency resumes will not be accepted and applicants must have working rights for Australia. Sponsorships are not offered for this position.

• Entry level

• Full-time

• Information Technology