level 1 & 2 technical support

ARA Group; Blacktown City Council; On-site; AUD 65,000 - 95,000; Full time

Job summary

ARA Group is seeking an experienced IT Service Desk Analyst to join our teams in Northwest Sydney and Melbourne. This full-time role provides technical support (level 1 & 2) for employees and involves on-site duties across multiple offices.

Responsibilities include incident resolution, ITSM updates, device provisioning, onboarding/offboarding, and maintaining security policies. Expect occasional travel and after-hours involvement in projects and migrations.

Qualifications

• Minimum of 3 years’ experience in an IT Service Desk support role.
• Strong troubleshooting skills and ability to resolve end-user issues quickly.
• Excellent customer service and communication skills (verbal and written).
• Solid knowledge of Microsoft technologies including Active Directory, Azure AD, Exchange Online, Microsoft 365, Windows 11.
• Understanding of networking basics (DNS, DHCP, VPN, WiFi) and security considerations.

Responsibilities

• Troubleshooting and resolving level 1 & 2 incidents within SLAs.
• Updating incidents in the ITSM platform with detailed troubleshooting steps and resolutions.
• Installing and configuring laptops, desktops and mobile devices.
• Onboarding and offboarding users; mailbox administration; asset management.
• Maintaining IT security policy across the user base.
• Supporting MS Teams & Zoom rooms and cloud-based phone systems.
• Participating in project activities (migration, upgrades, rollouts) with possible afterhours travel.

Skills

Customer service

Troubleshooting

Communication skills

Active listening

Tools

Active Directory

Azure AD

Exchange Online

RDS

Microsoft 365

Intune MDM

Windows 11

Job description

About the role ARA Group is seeking an experienced IT Service Desk Analyst to join our dynamic teams in Northwest Sydney NSW and Melbourne VIC. As an IT Service Desk Analyst, you will play a crucial role in providing technical support and resolving IT-related issues (level 1 & 2 technical support) for our employees.

This full-time position offers a rewarding opportunity to work in a fast-paced, collaborative environment and contribute to the overall success of our organisation.

What you'll be doing

Troubleshooting and resolving level 1 & 2 incidents within SLAs, escalating to senior team members if necessary

Updating incidents in the ITSM platform, providing detailed documentation of troubleshooting steps and resolutions

Installing and configuring laptops, desktops and mobile devices

Onboarding and offboarding users, mailbox administration as well as on-going asset management

Maintaining IT security policy across the user base

Supporting MS teams & Zoom rooms, as well as cloud-based phone systems

Project activities (migration, integration, upgrades, rollouts) as directed. Sometimes afterhours and weekends. Occasional interstate travel

Maintaining the accuracy of IT documentation, knowledge base articles, and support procedures

Participate in a rotating shift roster between 6:00am and 5:30pm

What we're looking for

Minimum of 3 years’ experience in an IT Service Desk support role

Strong troubleshooting skills, ability to quickly identify and resolve end-user issues

Excellent customer service and communication skills (verbal and written). Practice active listening skills to better engage with customers

Strong working knowledge of Microsoft technologies including Active Directory, Azure AD, Exchange Online, RDS, Microsoft 365, Windows 11. Exposure to Intune MDM and security tools

A keen awareness for identifying potential operational and cyber security risks

A good understanding of networking; DNS, DHCP, VPN, WiFi. Monitoring, cabling and patching. Ability to troubleshoot basic network connection issues

Multitasking skills – the ability to work on multiple incidents simultaneously and prioritise them

Willingness to travel to any of ARA Group’s offices as required

About us ARA Group is a leading provider of integrated facilities management solutions, with a strong focus on delivering exceptional customer service. We pride ourselves on our innovative approach, commitment to sustainability and the exceptional quality of our work. As an employer, we value our employees and strive to create a positive, inclusive, and collaborative work environment.

If you are an experienced IT Service Desk Analyst who is passionate about providing excellent customer service, we encourage you to apply for this exciting opportunity.