IT Support Analyst – End-User Compute & 365 Expert

DroneShield; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

DroneShield's Sydney headquarters seeks an IT Support Analyst to own the IT service desk, triaging and prioritising tickets while delivering Level 1 and 2 support for end-user computing. You will collaborate with Systems Administrators to escalate complex issues and maintain knowledge base documentation.

You will support Microsoft 365, Intune, Entra ID, and various business applications, ensuring SLA-aligned responses and proactive backlog management in a fast-paced environment.

Qualifications

• 2-5 years in Service Desk, Desktop Support, ICT Support, End User Computing, or MSP support.
• Understanding of Windows, MacOS and Linux OS environments.
• Experience supporting 200+ users or working within medium-to-large organisations.
• Exposure to Microsoft 365, Intune, Entra ID, Jira Service Management and endpoint management.
• Troubleshooting experience on corporate hardware, software, printers, digital signage and AV solutions.
• Demonstrated understanding of IT asset management.
• Looking to progress into a Systems Administration career path.

Responsibilities

• Act as the primary owner of the IT service desk queue and ensure tickets are triaged, prioritised, and assigned appropriately.
• Provide Level 1 and Level 2 support for end-user computing, Microsoft 365, collaboration platforms and business applications.
• Ensure incidents and service requests are responded to and resolved in accordance with internal service levels.
• Monitor ticket backlog and proactively drive timely resolution of aged requests.
• Work closely with Systems Administrators and Engineers to facilitate efficient escalation and resolution of complex issues.
• Manage Helpdesk tickets, through effective planning and prioritisation to minimise backlog and ensure operational efficiency.
• Drive ticket hygiene by ensuring requests are categorised, prioritised, documented, and updated appropriately.
• Create and maintain knowledge base documentation to improve first-contact resolution and self-service capabilities.

Skills

Windows OS

MacOS

Linux OS

Microsoft 365

Intune

Entra ID

Jira Service Management

Asset management

Troubleshooting

Tools

Microsoft 365

Intune

Entra ID

Jira Service Management

Endpoint management

Job description

DroneShield's Sydney headquarters seeks an IT Support Analyst to own the IT service desk, triaging and prioritising tickets while delivering Level 1 and 2 support for end-user computing. You will collaborate with Systems Administrators to escalate complex issues and maintain knowledge base documentation.

You will support Microsoft 365, Intune, Entra ID, and various business applications, ensuring SLA-aligned responses and proactive backlog management in a fast-paced environment.