Technology Support Analyst

**About the Role**:
Nova Systems is a leading engineering services and technology solutions company, partnering with our clients to keep our nations and people safe and secure. At Nova, we work collaboratively to achieve our vision and our strategic objectives, whilst staying true to our values of Trust, Professionalism, Community and Passion. We collectively contribute to a safe, respectful, and inclusive workplace, valuing diversity in all its forms.

Reporting to the Technology Support Lead, the **Technology Support Analyst **supports staff on core technologies that support business operations and processes. As a Technology Support Analyst, you are responsible for undertaking work that is moderately complex to complex in nature, under limited direction, utilising expertise in information technology systems and infrastructure, and operational technology support across a geographically dispersed network.

The **Technology Support Analyst **will be required to assist the Security and Technology Support team with requests that relate to end user devices, mobile devices and configuration.

**Key Accountabilities**:
Technical Support and Issue Resolution:

- Provide support through the Technology Support Portal, phone and face to face to users for IT related issues.
- Respond to service requests and incidents, ensuring issues are documented, prioritised, and resolved in a timely manner.
- Provide users with guidance and the necessary information to resolve their problems.
- Troubleshoot and resolve network-related issues, including Wi-Fi connectivity, remote access and local network performance.
- Escalate complex issues to resolver groups and teams as needed, in accordance with established procedures while maintaining ownership of the issue.
- Provide an effective interface between users and vendors, supplying all necessary diagnostic information according to procedures.
- Travel to various sites and locations as needed to address and support business IT requirements.

Hardware and Software Management:

- Ensure all hardware/software installations and routine upgrades are implemented according to processes and within service level agreements.
- Assist in the deployment and rollout of new software and hardware, ensuring mínimal disruption to business operations.
- Support IT infrastructure and system maintenance activities, including patch management, software updates, and backups.

User Training and Knowledge Management:

- Provide user training and create knowledge base articles to enhance self-service support options for end-users.
- Participate in ongoing training and professional development to build knowledge base.
- Work on tasks as assigned by The Technology Support Lead.

Security and Compliance:
Ensure compliance with IT security policies and procedures, identifying and reporting potential risks or vulnerabilities.

**What we would expect from you**:
Proficient technical knowledge of desktop hardware and software, including Windows 10 and 11, Active Directory, Entra and InTune.
- Experience supporting Microsoft 365
- Sound analytical and problem-solving skills, with the ability to diagnose and resolve technical issues quickly.
- Effective time management and communication skills, with a strong focus on customer service.
- Ability to work independently and collaboratively within an Information Security & Technology team,
- Ability to manage multiple incidents at once and effectively prioritise.
- Ability to develop sound knowledge of the organisation's Standard Operating Environment (SOE)
- Strong understanding of the ITIL Framework for IT Service Management
- Proven ability to develop and uplift processes to continually improve support and exceed customer expectations
- Experience using IT service management systems (e.g. FreshService, ServiceNow).
- At least 1 year experience in a similar technology support role within a mid to large corporate organisation.

**Requirements**:

- Degree in a relevant Information Technology discipline or;Relevant Microsoft or other ICT industry certifications

**Life at Nova - it all adds up**

With people being our point of difference, we deliver on promises, reward good work, champion professional growth and support flexibility, all within a diverse and inclusive culture that recognises moments that matter.

Life at Nova is our collection of employee benefits, designed to meet the many and varied needs of our people.

Just a few of the great benefits you will have access to are:

- **Generous Parental Leave**: Primary Carers receive 20 weeks paid leave; Partner Carers receive 4 weeks. Full superannuation contributions for up to 52 weeks
- **Professional and Personal Development**: Up to $5,000 per year of allowance with PD leave included. Up to $750 per year can be used towards well-being such as a gym membership or assets related to well-being activities
- **Additional Leave**: Ranges from - Reserve, Loyalty, Emergency Services, Purchased (up to 2 weeks), and Com