IT Support Analyst

2 weeks ago

Brisbane, Queensland, Australia Chandler Full time $60,000 - $100,000 per year

Position Title: IT Support Analyst

Location: Brisbane/Sydney/Melbourne

Reports To: Security and Infrastructure manager


Position Summary

The IT Support Analyst provides day-to-day helpdesk support across hardware, network and custom application environments. Primary responsibilities include responding to helpdesk tickets for our internal network environment; managing user access requests; and troubleshooting in-house applications, as well as documenting solutions and fixes for customer support pages. The role requires strong problem-solving skills, excellent customer service and the ability to collaborate with technical teams to ensure system reliability and user satisfaction.


Key Responsibilities

  • Helpdesk Ticket Resolution

  • Triage and resolve Level 1/2 support tickets via the ITSM system.

  • Diagnose and remediate hardware faults on Dell Hyper-V hosts, server storage and network devices.
  • Monitor device health, apply firmware updates and coordinate vendor RMA as needed.
  • Document fixes for support documentation, how-to guides

  • Network & Infrastructure Support

  • Configure and maintain pfSense firewalls and VPNs.

  • Troubleshoot connectivity, VLAN and performance issues on Netgear switches and wireless access points
  • Participate in infrastructure projects and upgrades

  • Access Management

  • Process user access requests, provisioning, de-provisioning and group membership in Active Directory and custom applications.

  • Enforce security policies (least privilege, password complexity, MFA).

  • Application Support & Troubleshooting

  • Investigate and resolve incidents in internal applications.

  • Liaise with developers to escalate and test bug fixes, patches and enhancements.
  • Maintain technical documentation: runbooks, knowledge articles and configuration records.

  • Continuous Improvement

  • Identify trends in support requests; propose automation or process changes to reduce repeat incidents.

  • Participate in periodic system audits, patch management and DR drills.
  • Contribute to team training and share best practices.

Required Skills & Qualifications

  • Technical Skills

  • Windows Server administration with Hyper-V virtualization.

  • Office365 (Exchange Online, Intune, Conditional Access, etc) and Azure administration (Virtual Machines, storage, VNets, etc.)
  • Networking fundamentals: firewalls, VLANs, routing, VPNs, 802.1x.
  • Experience with Dell server hardware and Netgear/pfSense networking gear.
  • Proficiency in troubleshooting

  • Soft Skills

  • Strong customer service orientation with clear verbal and written communication.

  • Analytical thinker with attention to detail and a methodical troubleshooting approach.
  • Ability to work independently under pressure and escalate appropriately.
  • Team player who can mentor junior staff and document technical knowledge.
  • Ability to research problems and identify appropriate solutions

Experience & Education

(Preferred but not essential, we value attitude and aptitude)

  • Bachelor's degree in Computer Science, Information Technology or equivalent.
  • Experience in an IT helpdesk or support role.
  • Demonstrated track record supporting Windows-based servers, network devices and custom applications.

Desirable Certifications (or willingness to attain)

  • Microsoft Certified: Azure Administrator or M365 Modern Desktop Administrator
  • CompTIA Network+ / Security+
  • Cisco CCNA or equivalent networking credentials
  • ITIL Foundation

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