IT Helpdesk Analyst

1 week ago

Waterloo New South Wales, Australia Equity Transport Group Full time $60,000 - $90,000 per year
  • Do you thrive in a fast-paced, people-focused organisation?
  • Enjoy solving technical issues and helping others succeed?
  • Ready to advance your IT career?

As a Level 1/2 Helpdesk Analyst, you'll be the first point of contact for IT support across our international user base. You'll work closely with the IT Manager, our managed service provider (MSP), and software partners to resolve technical issues, maintain business continuity and deliver exceptional customer service

You'll also play a key role in IT project delivery and contribute to accurate documentation, reporting, and continuous improvement initiatives.

What We're Looking For

  • 2-3 years of experience in IT Helpdesk, Technical Support, or Desktop Support
  • Strong knowledge of Windows operating systems, Microsoft 365 administration, and basic networking
  • Hands-on experience with ticketing tools (Jira preferred) and remote support platforms
  • Strong troubleshooting skills with excellent communication and a service-first approach
  • Ability to manage and prioritise multiple requests in a dynamic environment
  • Awareness of IT security, backups, and data protection practices
  • Certifications such as MTA, CompTIA A+, ITIL Foundation, or Microsoft 365 Fundamentals (desirable)

Key Responsibilities

Technical Support & Issue Resolution

  • Deliver responsive Level 1 & Level 2 IT support across Equity Transport Group
  • Support core business applications (Microsoft 365, VPN/DNS/DHCP, bespoke systems)
  • Log, track, and resolve tickets in Jira while monitoring recurring issues
  • Communicate technical solutions in plain language to empower users

Collaboration & Vendor Escalation

  • Work with the IT Manager to escalate complex issues
  • Coordinate with application developers and software providers
  • Act as a liaison between staff and external partners to streamline fixes

Documentation & Process Improvement

  • Maintain IT knowledge base and how-to guides for end-users
  • Contribute to onboarding, troubleshooting, and IT project documentation
  • Suggest improvements based on recurring issues and system checks

IT Operations & Project Support

  • Participate in software rollouts, hardware refreshes, and infrastructure upgrades
  • Support cloud-based initiatives and monitor system uptime/performance
  • Assist in preventive maintenance and system monitoring activities

Why Join Equity Transport Group

  • Pathways into Equity Tech: Whether your goal is to grow into infrastructure, software development, cybersecurity, or project coordination, Equity Transport provides a strong launchpad into long-term IT careers.
  • Supportive Team Culture: Join a team where your ideas are valued, your growth is supported, and your voice is heard. You'll work closely with professionals who mentor and empower junior staff.
  • Training and Exposure: Gain exposure to enterprise-grade platforms, national support operations, Jira-based workflows, and cross-vendor collaboration.
  • International Reach: Support operations not just in Sydney but across Equity's Australian network and contribute to a growing number of international ventures.
  • Travel Opportunities: Travel as needed to our interstate offices to support and connect with our city offices.

How to Apply

If you're passionate about IT support and ready to grow with an organisation that values its people, hit apply now. Or visit our careers site on

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