IT Support Specialist III

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

Job summary

Astreya is seeking an IT Support Analyst in Sydney, Australia. The role involves resolving a variety of technical problems for end users, documenting details, and building rapport with customers.

You will prioritize requests, escalate when needed, and utilize diagnostic tools to drive resolution. The ideal candidate has 5–8 years of related experience, an Associate's degree or equivalent, and strong customer service and communication skills.

Qualifications

• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Experience with fielding and resolving end-user IT requests.
• Familiarity with operating systems and hardware troubleshooting.
• Strong customer service orientation and communication skills.

Responsibilities

• Field incoming help requests from end users in a courteous manner.
• Document end user information and problem details.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems; escalate when required.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates and knowledge bases to aid resolution.
• Identify software/hardware knowledge used and supported by the organization.
• Install new PCs for users, including hardware setup, software installs, wiring, and training.
• Other duties as required.

Skills

Computer hardware

Desktop OS

Server OS

Interpersonal skills

Analytical thinking

Customer service

Problem solving

Education

Associate's degree or equivalent

Job description

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 skills
• Ability to conduct research into a wide range of computing issues as required
• Ability to present ideas in a user-friendly manner
• Analytical and problem solving abilities
• Exceptional customer service orientation

Preferred Qualifications:

• Knowledge of various operating systems and databases
• Knowledge of various programming languages

Physical Demand & Work Environment:

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing
• Must have the ability to move from place to place within an office environment
• Must be able to use a computer
• Must have the ability to communicate effectively
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers