IT Support Specialist

3 days ago

Shepparton, Victoria, Australia beBeeService Full time $68,000 - $83,500

Berry Street is a leading Australian child and family services agency, providing vital support to over 35,000 individuals across Victoria each year. We are known for our innovative, evidence-based programs and our commitment to bold solutions that achieve lasting change. Our team works collaboratively to deliver impactful services, ensuring children, young people, and families receive the help they need.
Our Service Desk plays a critical role in enabling frontline staff to carry out this important work, providing critical IT support across laptops, mobile devices, infrastructure, and applications. This includes managing and maintaining core IT systems, collaborating with end users, business owners, vendors, and technical staff to ensure high availability, regular updates, and seamless integration of these systems.

About the Role

This exciting opportunity has arisen for an IT Service Desk Analyst to join our dynamic team. As a key member of the IT Service Desk and Infrastructure Team, you will be responsible for managing all staff requests for ICT with exceptional customer service while employing a logical approach to troubleshooting. You will also provide technical support and manage resolution of business incidents and requests, serving as the first point of contact for IT support.

Key Responsibilities
  • Manage all staff requests for ICT with exceptional customer service
  • Provide technical support and manage resolution of business incidents and requests
  • Serve as the first point of contact for IT support, assisting staff by quickly identifying and resolving their IT problems and escalating to designated teams as required
Required Skills and Qualifications

To be successful in this role, you will require:

  • Proven ability to work independently and collaboratively within a team
  • Demonstrated experience in providing technical application support across diverse environments
  • Excellent communication skills with the ability to deliver clear, concise support and guidance via phone or email
  • Strong understanding of IT systems, customer focus and a proactive mindset
  • Experience in technical/desktop support (2+ years), with a solid understanding and knowledge of Office 365 administration, Active Directory, Entra ID, and networking concepts (TCP/IP, DNS, DHCP)
  • Possess a strong cybersecurity mindset, with the ability to inspect for and report any vulnerabilities to the security team and proactively educate users
  • A Bachelor level qualification in Information Technology
  • Experienced and proficient in Mobile Device Management (MDM), Microsoft Intune, and Network Monitoring
Benefits

We offer a range of benefits to our employees, including:

  • Regular reflective supervision from leadership
  • Be part of a supportive, inclusive team
  • Creaturing positive impacts in the community
  • Opportunities for professional growth and learning
  • Access to the Employee Assistance Program, with access for staff's immediate family

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