System Support Analyst

Leidos; City of Melbourne; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Flexibility options

Wellbeing programs

Learning and development

Career growth opportunities

Job summary

Leidos Australia is seeking a Senior System Support Analyst to join a high-profile ASD program, delivering frontline IT support across Service Desk and EUC environments. You will assist end users with Windows 10/11, Microsoft 365, email, and remote access, while managing incidents and hardware deployments.

You will contribute to asset records, knowledge articles, and continuous service improvements, ensuring secure, reliable technology across multiple sites.

Qualifications

• Experience in a Service Desk or EUC/ICT Support role.
• Experience troubleshooting Windows 10/11 and Microsoft 365 apps (Outlook, Teams).
• Experience with user account administration and access management.
• Ability to diagnose hardware, software, printer, and connectivity issues.
• Experience using ITSM platforms such as ServiceNow.
• Experience deploying and supporting laptops, desktops, monitors, and end-user devices.
• Maintain accurate technical documentation and knowledge resources.
• Strong communication and ability to explain technical concepts clearly.

Responsibilities

• Provide first and second-level support for end users across Windows, M365, email, and remote access.
• Manage incidents and service requests, coordinate escalations, ensure timely resolutions.
• Support end-user devices across multiple sites, including onboarding and lifecycle management.
• Maintain asset records, contribute to knowledge base, and support vendor/RMA processes.

Skills

Service Desk

Desktop Support

EUC Support

Windows 10/11

Microsoft 365

Account Administration

ITSM (ServiceNow)

Device provisioning

Communication

Prioritization

Education

IT certification

Tools

ServiceNow

Active Directory

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.
• 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).

Original Posting:

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.