Information Technology Support Analyst

Eliassen Group; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

Physio Inq, a leading Australian Allied Health organisation, seeks an IT Support Specialist to be the first point of contact for technology across the business. You’ll manage requests, troubleshoot issues, and coordinate onboarding/offboarding to keep teams connected and productive.

You will work with internal stakeholders and external partners to maintain a seamless technology experience for clinicians and staff nationwide, across Windows, macOS, and Microsoft 365 environments.

Qualifications

• Associate's degree (A.A) or equivalent from two-year college or technical school and 5 to 8 years’ related experience and/or training.
• Networks with senior internal and external personnel in own area of expertise.
• Good judgment in selecting methods and techniques for obtaining solutions.
• Knowledge of basic computer hardware and software.
• Familiarity with desktop and server operating systems.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning.

Responsibilities

• Field incoming help requests from end users in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems, when required, to the appropriate experienced technician.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Install new PCs, both desktop and notebooks, for new and existing users, including hardware setup, software installs, wiring, and training.
• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Skills

Customer service

Problem solving

Communication skills

Time management

Remote support

Education

Associate's degree or equivalent

Two-year college/technical school degree

Tools

Microsoft 365

Entra ID

Job description

Help empower one of Australia’s leading Allied Health organisations through exceptional technology support.

At Physio Inq , we believe that employees come first , clients deserve an incredible experience, and referrers are treated like royalty. Technology plays a critical role in delivering on that promise, and we’re looking for an IT Support Specialist who is passionate about helping people, solving problems, and keeping our teams connected and productive.

This is an exciting opportunity to join a growing national organisation where you’ll be more than just a helpdesk resource. You’ll be a trusted partner to our teams, supporting the technology that enables our clinicians and support staff to make a genuine difference in people’s lives every day.

At Physio Inq , we believe that employees come first , clients deserve an incredible experience, and referrers are treated like royalty. Technology plays a critical role in delivering on that promise, and we’re looking for an IT Support Specialist who is passionate about helping people, solving problems, and keeping our teams connected and productive.

This is an exciting opportunity to join a growing national organisation where you’ll be more than just a helpdesk resource. You’ll be a trusted partner to our teams, supporting the technology that enables our clinicians and support staff to make a genuine difference in people’s lives every day.

Why Join Physio Inq?

• Be part of one of Australia’s leading Allied Health organisations
• Work within a values-driven, people-first culture
• Exposure to a modern cloud-based technology environment
• Varied role across support, onboarding, systems administration and projects
• Opportunity to contribute to technology improvements and business initiative
• Work with a collaborative and supportive national team

About the Role

As our IT Support Specialist , you’ll be the first point of contact for technology support across the business. You’ll manage support requests, troubleshoot technical issues, coordinate onboarding and offboarding activities, and ensure our employees have the tools and support they need to succeed.

You’ll work closely with internal stakeholders and external technology partners, helping maintain a seamless technology experience across our national workforce.

Key Responsibilities

• Manage and prioritise the day-to-day IT support queue
• Provide first-level support across hardware, software, connectivity and user access issues
• Troubleshoot Microsoft 365, Windows, macOS and mobile device issues
• Manage user accounts, permissions and licences across Microsoft 365 and Microsoft Entra ID
• Coordinate technology onboarding and offboarding for employees
• Prepare, issue and maintain laptops, mobile phones and technology assets
• Escalate complex technical issues to external vendors and specialist providers
• Maintain accurate records, documentation and support procedures
• Assist with IT projects, system enhancements and technology rollouts
• Support information security initiatives and technology compliance activities

What We’re Looking For

You are someone who genuinely enjoys helping people and can confidently translate technical information into practical solutions for non-technical users.

You’ll bring:

• 1-3 years’ experience in an IT Support, Helpdesk or Service Desk role
• Experience supporting Microsoft 365 environments, including Exchange Online, Teams and SharePoint
• Knowledge of Microsoft Entra ID, user account administration and licence management
• Strong troubleshooting skills across Windows, macOS, mobile devices and connectivity issues
• Experience providing support remotely via phone, email and remote desktop tools
• Excellent organisational skills and the ability to manage competing priorities
• Strong written and verbal communication skills
• A proactive approach with strong follow-through and problem-solving abilities

The IT Support Analysts will help in resolving a variety of technical problems.

Scope:

Works on assignments that require considerable judgment and initiative. Makes recommendations for solutions

Works within guidelines and takes ownership of results. May act as a mentor to less experienced team members

Your Roles and Responsibilities:

Field incoming help requests from end users in a courteous manner.

Document all pertinent end user identification information, including name, department, contact information, and nature of problem.

Build rapport and elicit problem details from help desk customers.

Prioritize and schedule problems. Escalate problems, when required, to the appropriate experienced technician.

Apply diagnostic utilities to aid in troubleshooting.

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Identify and learn appropriate software and hardware used and supported by the organization.

Install new PCs, both desktop and notebooks, for new and existing users, including hardware setup, software installs, wiring, and training.

Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills:

Associate's degree (A.A) or equivalent from two-year college or technical school and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience

Networks with senior internal and external personnel in own area of expertise

Demonstrates good judgment in selecting methods and techniques for obtaining solutions

Knowledge of basic computer hardware and software

Familiarity with desktop and server operating systems

Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning