IT Support Analyst

Jobtailor; Southport; On-site; AUD 60,000 - 85,000; Full time

Job summary

Palm Lake Group is seeking an IT Support Technician to provide Level 1 and 2 support across multiple sites in Australia. You will troubleshoot hardware and software, manage user accounts, and help deploy devices with Intune.

The role requires experience with ITSM tools like ServiceNow, strong Microsoft 365 knowledge, and a proactive approach to improving IT services. On-site work across Palm Lake Group locations is expected.

Qualifications

• 3+ years in IT Service Desk, Help Desk or IT Support
• Experience with ServiceNow or similar ITSM platform
• Strong Windows, Microsoft 365, printers, mobile device troubleshooting
• Hands-on with Intune, Active Directory and 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
• Ability to manage multiple priorities and work with stakeholders
• Willingness to travel locally and interstate as needed

Responsibilities

• Provide Level 1 and 2 IT support to staff across Palm Lake Group
• Log, track, and manage incidents and service requests in 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 AD and 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
• Collaborate with stakeholders and external IT partners to resolve issues
• Contribute to continuous improvement of IT processes and user experience
• Report to the IT Business Partner

Skills

Troubleshooting

Customer Service

Communication

Organisational Skills

Teamwork

Adaptability

Problem Solving

Proactive Learning

Tools

ServiceNow

Microsoft 365

Microsoft Intune

Active Directory

Microsoft Entra ID

Job description

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 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
• Report to the IT Business Partner

Requirements

• 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
• 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

Core Competencies

Demonstrates expertise in providing Level 1 and Level 2 IT support, with strong skills in troubleshooting hardware and software issues, managing user accounts in Active Directory, and utilizing Microsoft Intune for device management. Committed to enhancing IT processes and delivering excellent customer service while collaborating with stakeholders.

Highest-signal resume keywords

• IT Support Experience
• ServiceNow Proficiency
• Microsoft Intune Management
• Active Directory Administration
• Troubleshooting Skills

Hard Skills

• IT Support
• Troubleshooting
• Microsoft 365 Administration
• Active Directory
• Microsoft Intune
• ServiceNow
• Cybersecurity Best Practices
• Device Configuration
• Incident Management
• User Account Management

Soft Skills

• Customer Service
• Communication Skills
• Organisational Skills
• Team-Focused Attitude
• Adaptability

Industry Keywords

• IT Service Desk
• Help Desk
• IT Support
• Incident Management
• Service Management

Tools & Technologies

• ServiceNow
• Microsoft 365
• Microsoft Intune
• Active Directory
• Microsoft Entra ID