Helpdesk Support Analyst

3 days ago


Brisbane, Australia Aspire Technology Limited Full time

Location:Technology
Posted on:31 October 2025
Salary: $76,600 (base salary) + Amazing Team Member Discount

We are looking for a highly capable Helpdesk Support Analyst to join our IT team and deliver expert-level support across a wide range of technologies and business systems.

This role is ideal for someone with deep experience in Windows OS environments, Microsoft 365 administration and retail IT operations, who thrives in a fast-paced, customer-centric environment.

Key Responsibilities

- Troubleshoot Windows OS issues including user profiles, group policies, and performance bottlenecks.

- Provide advanced support for Microsoft 365 services: Exchange Online, Teams, SharePoint, and OneDrive.

- Manage user accounts and permissions in both on-prem Active Directory and Microsoft Entra ID (formerly Azure AD).

- Handle ticket triage, escalation, and resolution tracking using platforms like ServiceNow, Freshservice, Jira, or Salesforce Service Cloud.

- Support legacy VB6 applications and ensure continuity of service.

- Resolve networking issues involving TCP/IP, DNS, DHCP, VPN, and local network infrastructure.

- Provide Salesforce support focused on customer service workflows such as case management and email-to-case.

- Monitor and respond to security alerts from SIEM platforms, including LDAP anomalies and suspicious login activity.

- Deliver endpoint support including imaging, patching, driver troubleshooting, and peripheral support (printers, scanners, POS).

- Assist with store-level device support and logistics workflows in retail and supply chain systems.

- Automate repetitive tasks using PowerShell or batch scripting.

- Provide remote support using tools like TeamViewer, Intune, and RDP.

- Apply ITIL principles in incident, problem, and change management processes.

Soft Skills

- Excellent communication and documentation abilities.

- Strong collaboration across IT and business units.

- Detail-oriented with a customer-first mindset.

- Willingness to participate in a 7-day on-call rotation every three weeks.

Qualifications

- Bachelor’s Degree in IT, Networking, or a related field.

- Microsoft certifications (e.g., MS-900, AZ-104) are a plus.

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