IT Support Analyst

iCIMS, Inc.; Gold Coast City; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive remuneration

Free parking in Southport CBD

Flexible working hours (7am–5pm) Mon–F

Employee Assistance Program (EAP)

Tenure rewards

Career opportunities across Palm Lake

Job summary

Palm Lake Group in Southport, QLD, is seeking an experienced IT Support Analyst to provide Level 1 and 2 support for staff across Queensland, New South Wales, and Victoria.

You will log incidents in ServiceNow, troubleshoot Windows, Microsoft 365, printers and mobile devices, and deploy laptops and mobile devices using Intune. Occasional interstate travel is supported, with competitive remuneration and strong EAP offerings.

Qualifications

• 3+ years experience in an IT Service Desk, Help Desk, or IT Support role.
• Experience using ServiceNow or a similar ITSM platform.
• Strong troubleshooting skills across Windows, Microsoft 365, printers, mobile devices, and business applications.
• Hands-on experience with Microsoft Intune, Active Directory and Microsoft Entra ID.
• Understanding of Microsoft 365 administration and end-user support.
• Knowledge of cybersecurity best practices and secure account management.

Responsibilities

• Provide Level 1 and Level 2 IT support to staff across Palm Lake Group.
• Log, track, and manage incidents and service requests through ServiceNow.
• Troubleshoot hardware, software, Microsoft 365, connectivity, and device issues.
• Configure and deploy laptops, desktops and mobile devices using Microsoft Intune.
• Manage user accounts, access and permissions across Active Directory and Microsoft Entra ID.
• Develop and maintain IT documentation, user guides, and support resources.
• Assist with IT projects, equipment rollouts, relocations, and system improvements.
• Provide onsite support at Palm Lake Group locations as required.
• Work closely with internal stakeholders and external IT partners to resolve issues and improve service delivery.
• Contribute to continuous improvement of IT processes, systems, and user experience.

Skills

Customer service

Communication

Organisational skills

Team player

Tools

ServiceNow

Job description

Overview

About Us

Established in 1977, Palm Lake Group is a proudly Australian, family-owned business with extensive experience in developing, constructing, and managing Lifestyle Resorts, Retirement Villages, and Aged Care Facilities across Australia. Our resorts aren’t just places to live they’re vibrant, active communities designed for comfort, connection, and enjoyment.

Join us in redefining over-50s living.

Position Details

We are seeking an experienced and customer-focused IT Support Analyst to join our IT team based at our Southport Head Office. Supporting staff across Palm Lake Group's operations in Queensland, New South Wales, and Victoria, you will provide Level 1 and Level 2 IT support, resolve technical issues, manage service requests, and help deliver reliable and secure IT services across the business. This is a full-time permanent position reporting to the IT Business Partner.

Responsibilities

• Provide Level 1 and Level 2 IT support to staff across Palm Lake Group.
• Log, track, and manage incidents and service requests through ServiceNow.
• Troubleshoot hardware, software, Microsoft 365, connectivity, and device issues.
• Configure and deploy laptops, desktops and mobile devices using Microsoft Intune.
• Manage user accounts, access and permissions across Active Directory and Microsoft Entra ID.
• Develop and maintain IT documentation, user guides, and support resources.
• Assist with IT projects, equipment rollouts, relocations, and system improvements.
• Provide onsite support at Palm Lake Group locations as required.
• Work closely with internal stakeholders and external IT partners to resolve issues and improve service delivery.
• Contribute to continuous improvement of IT processes, systems, and user experience.

What We’re Looking For:

To succeed in this role, you’ll bring:

• 3+ years experience in an IT Service Desk, Help Desk, or IT Support role.
• Experience using ServiceNow or a similar IT Service Management (ITSM) platform.
• Strong troubleshooting skills across Windows, Microsoft 365, printers, mobile devices, and business applications.
• Hands-on experience with Microsoft Intune, Active Directory and Microsoft Entra ID.
• Understanding of Microsoft 365 administration and end-user support.
• Knowledge of cybersecurity best practices and secure account management.
• Excellent customer service and communication skills.
• Strong organisational skills with the ability to manage multiple priorities.
• A positive, team-focused attitude with a willingness to learn and adapt.
• Ability to travel locally and interstate on occasion to support Palm Lake Group operations.

Why Join Us?

At Palm Lake, we pride ourselves on offering exceptional lifestyle communities and providing our staff with a supportive and rewarding work environment. We offer our team:

• Competitive Remuneration
• Free Parking in Southport CBD
• Work-life Balance withflexible working hours(Between 7am-5pm, Mon to Fri)
• 24/7 free accessto compassionate, confidential support with our Employee Assistance Program (EAP)
• Celebrate Milestones withtenure rewards!
• Supportive team culture - Be part of a vibrant and inclusive team where your contributions are valued
• Career Opportunities - Palm Lake Group spans 4 entities, 27 lifestyle resort communities and 7 aged care facilities across Australia's east coast, from development & construction to resort management & aged care, the career pathways and opportunities with Palm Lake Group are truly endless.