System Support Analyst

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

Benefits offered by this job

Flexibility options with Life Days, PT

Headspace and MeQuilibrium access

Extensive learning: 120,000+ on-demand

Meaningful national security projects

Job summary

Leidos Australia is seeking a Senior System Support Analyst to join ASD programs, delivering frontline IT support across Service Desk and EUC in a secure operational environment. You will provide first and second-level support for Windows 10/11, MS 365, email, remote access, and enterprise apps.

You will handle incidents, set up workstations, manage accounts, maintain documentation, and ensure timely resolutions with a strong customer-service focus.

Qualifications

• 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 and Teams.
• Experience providing user account administration (password resets, account unlocks, group membership changes, 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 ITSM platform.
• Experience deploying, configuring and supporting laptops, desktops, monitors and end-user devices.

Responsibilities

• 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.

Skills

Service Desk

Desktop Support

EUC Support

ICT Support

Windows 10/11

Microsoft 365

Tools

ServiceNow

ITSM

RMM tools

Job description

Description

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.

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.

Benefits

• 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.
• Ability to manage competing priorities while maintaining a high level of customer service.

Advantageous

• Qualifications or certifications in Information Technology or a related discipline.
• Experience supporting government, defence or other highly secure environments.
• Knowledge of ITIL principles and service management practices.
• Experience with desktop imaging, device provisioning and technical onboarding activities.
• Exposure to enterprise technologies such as Microsoft 365, VMware, Windows Server, AWS or networking environments.
• Experience maintaining IT asset registers, software licensing records and hardware inventories.
• Experience coordinating equipment repairs, warranty claims, vendor engagement and RMA activities.
• Experience developing user guides, technical documentation and knowledge base content.
• Experience providing onsite support and working directly with customers to achieve timely resolution of technical issues.

Applicants must be eligible to obtain and maintain an NV2 Security Clearance (PV preferred) and successfully complete an Organisational Suitability Assessment (OSA).

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay And Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.