Onsite IT Support Analyst - Customer-Focused Tech

Standards Australia

Sydney

On-site

AUD 70,000 - 90,000

Full time

3 days ago

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Job summary

Standards Australia is seeking a hands-on Technical Support Analyst to deliver high-quality 1st and 2nd level IT support to employees and vendors across hardware, software, SaaS apps and end‑user devices. You will be the first point of contact for IT requests and incidents, ensuring timely resolutions.

This in‑person role requires a minimum of three days onsite, with additional days as needed to maintain service levels.

Qualifications

Experience in IT Service Desk or Technical Support delivering 1st/2nd line support.
Strong knowledge of end-user devices, OS, Microsoft 365 and collaboration tools.
Ability to troubleshoot issues remotely and face-to-face with effective communication.

Responsibilities

Provide 1st and 2nd level IT support for incidents and requests via phone, email, remote and in person.
Troubleshoot hardware, software, SaaS, device and access issues against SLAs.
Log, prioritise and track incidents with clear user updates.
Support AV and meeting room tech (Teams Rooms, displays, cameras, audio).
Manage onboarding/offboarding, including account provisioning and equipment setup.
Coordinate with internal IT and vendors to resolve issues efficiently.
Maintain documentation and contribute to knowledge base improvements.
Assist with deployments and ensure solutions are operational and aligned with business needs.
Identify recurring issues and contribute to service-improvement initiatives.
Mentor junior Service Desk members and uphold IT policies and standards.