Technical Analyst EUC

2 weeks ago

Eagle Farm QLD, Australia Universal Store Full time $80,000 - $85,000 per year

Are you passionate about delivering exceptional end-user IT experiences and thrive on solving problems with a customer-first mindset?

About Us

Universal Store is one of Australia's leading youth fashion retailers, with over 105 stores nationwide, a thriving eCommerce platform, and a dynamic support office team based in Brisbane. Passion and pride are at the heart of what we do – ensuring every customer interaction is exceptional. Our success is built on our people, culture, and strong community values. Join a team that embraces innovation, collaboration, and continuous improvement.

About the Role

We're looking for a Technical Analyst – End User Compute (EUC) to join our IT team on a Full-Time basis in the Brisbane Support Office. Reporting to the IT Systems Administrator, this role is key in supporting our people and maintaining the technology they depend on. You'll manage and support desktops, laptops, mobile and BYOD devices, while ensuring our meeting room technologies are reliable and easy to use. You'll be the go-to person for end-user support, with a focus on efficiency, security, and customer satisfaction.

Key Responsibilities

  • End User Support: Deliver technical support and troubleshooting for hardware, software, and peripherals (onsite and remote).
  • Escalation Point: Act as the primary escalation point for complex end-user issues, providing guidance to the Service Desk team and ensuring timely resolution.
  • Device Management: Deploy, configure, and manage the lifecycle of end-user devices to ensure compliance and security.
  • Software Management: Install, configure, and oversee licences, compliance, and the rollout of new or updated applications.
  • Meeting Room Technologies: Support and maintain AV, video conferencing, and collaboration tools, including training and issue resolution.
  • Continuous Improvement: Stay up to date with trends and best practices, identifying opportunities to enhance service delivery.
  • Documentation: Maintain accurate records, processes, and user guides to support knowledge sharing and efficiency.

Skills & Experience

Essential:

  • 3–5 years' experience in a medium to large organisation.
  • Experience working with a retail IT environment
  • Proven background in IT service delivery with a strong customer focus.
  • Experience supporting Windows, macOS, iOS, and Android environments.
  • Ability to explain technical concepts to non-technical users.
  • Strong organisational skills with the ability to prioritise competing demands.
  • Experience managing and supporting 400+ endpoints.
  • Understanding of Active Directory, group policies, and user account management.

Desirable:

  • Freshdesk/FreshService exposure.
  • Knowledge of ITIL processes (incident, problem, change).
  • Experience with Point-of-Sale systems.
  • Deployment packaging and implementation skills.
  • CompTIA A+ / Network+ certifications.
  • Driver's licence and access to a vehicle.

What We Offer

  • Modern, purpose-built Support Office with onsite parking.
  • A collaborative and supportive IT team environment.
  • Hybrid/flexible working arrangements.
  • Career development opportunities with a focus on growth and progression.
  • Great employee benefits – product discounts, social events, and access to wellness initiatives.
  • Salary of $80,000 - $85,000 + Super.

Apply Now

If you're a dedicated IT professional who thrives on delivering exceptional support and shaping the employee technology experience, we'd love to hear from you

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