System Support Analyst

Leidos; Canberra; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flex Your Way

Headspace access

Learn Without Limits

Work With Impact

Build Your Future

Job summary

Leidos Australia seeks a Senior System Support Analyst to join a high-profile ASD program, delivering frontline IT support across a secure operational environment. You’ll focus on Service Desk and End User Computing, ensuring users have access to tools and services to perform their roles effectively.

You will act as a primary contact for end users, handling incidents and requests, and deploying and maintaining laptops, desktops and peripherals.

Qualifications

• Experience in a Service Desk or similar IT support role.
• Experience troubleshooting Windows 10/11 and Microsoft 365 apps.
• Experience user account administration and access management.
• Ability to diagnose hardware, software, printer and connectivity issues.
• Experience handling incidents via ITSM platforms (ServiceNow or similar).
• Experience deploying and supporting laptops, desktops and end-user devices.
• Ability to document technical information clearly and maintain records.

Responsibilities

• Act as a key contact for end users with first/second level support.
• Manage incidents and service requests, coordinate escalations.
• Support end-user technology across multiple sites with hardware deployments.
• Maintain asset records, develop knowledge base articles, and support vendor processes.
• Contribute to continuous improvement of support services.

Skills

Service Desk

Windows 10/11

Microsoft 365

Outlook

Teams

User account administration

Password resets

Account unlocks

Access management

Hardware troubleshooting

ITSM / ServiceNow

Laptops/Desktops setup

Documentation

Clear communication

Tools

ServiceNow

Microsoft 365

Remote access tools

Job description

About Leidos Australia

At Leidos Australia, our work goes beyond a job title. We design, build, operate and support the systems, services and capabilities that help protect and advance the Australian way of life.

Backed by a global organisation of more than 40,000 people, our Australian team of around 2,000 has partnered with government, defence and national security customers for more than 30 years. We deliver mission-critical solutions where reliability, trust and purpose matter.

Leidos is a destination for people who want their work to have purpose, their contribution to be recognised, and their career to grow without needing to fit a single mould. Meaningful work is supported by benefits, flexibility and career pathways that help you grow while balancing life outside work. This includes:

• Flex Your Way - Tailor work to your life with options including Life Days (up to 12 extra days off per year), part-time arrangements, job sharing, and compressed hours.
• Wellbeing That Matters - Free access to Headspace and MeQuilibrium, plus dedicated wellness spaces to support your mental, physical, and emotional wellbeing.
• Learn Without Limits - Access over 120,000 on-demand courses, alongside technical, project management, leadership, and professional development opportunities.
• Work That Makes an Impact - Contribute to nationally significant projects that matter, solve complex challenges, and accelerate your career through unique growth opportunities.
• Build Your Future - Whether you're deepening technical expertise or preparing for leadership, we'll invest in your development every step of the way.
• And Much More - These are just a few of the ways we invest in our people and help them thrive.

About the Team

You'll join a team where people work with integrity, inclusion, innovation, agility, collaboration and commitment. In practice, that means sharing ownership, solving complex problems together and staying connected to the customer context, the purpose behind the work and how each role contributes to meaningful outcomes.

The Mission Software Solutions business delivers customized and off-the-shelf software solutions to Defence, Intelligence and other Government sectors. The business also builds capabilities that can be used for a wide range of applications in both traditional and non-traditional environments; providing leadership in the advancement of technological modernisation of complex enterprises within Government.

The Opportunity

This is an opportunity for a Senior System Support Analyst to join a high-profile ASD program, providing frontline IT support services across a secure and dynamic operational environment. This role is focused primarily on Service Desk and End User Computing (EUC) support, ensuring users have access to the tools, systems and services they need to perform their roles effectively.

• Act as a key point of contact for end users, providing first and second-level support across Windows 10/11, Microsoft 365, email, remote access, desktop hardware, telephony, peripherals and enterprise applications.
• Deliver a high-quality support experience by managing incidents and service requests, resolving technical issues, coordinating escalations, and ensuring timely outcomes for customers.
• Support end-user technology across multiple sites through workstation setup, new starter onboarding, hardware deployments, account administration, software installation, equipment maintenance and lifecycle management activities.
• Contribute to the ongoing success of a critical ASD capability by maintaining accurate asset records, developing knowledge base articles, supporting vendor and RMA processes, and helping drive continuous improvement across support services.

About You

To succeed in this role, you will bring a customer-focused approach, a passion for technology, and experience supporting users in a fast-paced IT environment. You enjoy troubleshooting technical issues, providing practical solutions and ensuring customers receive a positive support experience.

Essential

• Experience in a Service Desk, Desktop Support, EUC Support, ICT Support or similar IT support role.
• Experience troubleshooting Windows 10/11 operating systems and Microsoft 365 applications, including Outlook, Teams and related services.
• Experience providing user account administration, including password resets, account unlocks, group membership changes and access management.
• Ability to diagnose and resolve hardware, software, printer, peripheral, remote access and connectivity issues.
• Experience managing incidents and service requests through ServiceNow or a similar IT Service Management (ITSM) platform.
• Experience deploying, configuring and supporting laptops, desktops, monitors and end-user devices.
• Ability to maintain accurate technical documentation, knowledge articles and support records.
• Effective communication skills with the ability to explain technical concepts to a broad range of users.
• Abilit