IT Help Desk Support Analyst position is available with a specialist engineering company in Geelong who provide maintenance, modernisation and process equipment products and services.Based at their Corporate Geelong Office. In this role, you will be responsible for delivering high-quality IT support across their organisation, managing technical issues from first contact to advanced troubleshooting. You will also be involved in configuring devices, installing software, and maintaining IT systems to ensure their teams can work seamlessly.Key Responsibilities for position:Technical SupportProvide Level 2 IT support and troubleshoot technical issues to internal employees by diagnosing and resolving hardware, software, and network issues.Resolve support tickets, ensuring timely follow-up and issue resolution.Assist with server management, email systems, and cloud infrastructure support.Work with vendors and third-party service providers to escalate unresolved issues.Purchase, set up and configure new computers, peripherals, and mobile devices.Install, configure, and maintain software applications.Manage company-issued phones, ensuring proper configuration and updates.Monitor and maintain network systems, including LAN, WAN, Wi-Fi, and VPNs.Provide training and guidance to users on IT best practices, new systems, and troubleshooting techniques.Maintain accurate records of issues, resolutions, and IT processes in the ticketing system.Maintain in IT asset register, including inventory tracking and hardware provisioning.Create and maintain documentation for troubleshooting procedures, technical setups, and user guides.IT Projects:Participate in deployments, system migrations, and other IT improvement initiatives.Compliance and Security:Support cybersecurity protocols, manage user access, and ensure compliance with organisational policies.Stay up to date with the latest IT trends, technologies, and best practices.Applicants must show:Proven experience in a Level 1/2 or IT Support role who is eager to expand their skills over time and grow into a level 2/3.Strong knowledge of computer hardware, operating systems (Windows and Linux), and enterprise software.Proficiency in troubleshooting network-related issues (TCP/IP, VPN, Wi-Fi).Proficiency in Microsoft Active Directory, Office 365, and remote support tools.Familiarity with server and storage technologies, such as file servers, backup systems, and virtualization (VMware, Hyper-V).Excellent communication skills, with the ability to explain technical information to non-technical users.Ability to work under pressure, manage priorities, and meet deadlines.Strong problem-solving and critical thinking skills.Certifications such as CompTIA A+, Network+, ITIL, Microsoft Certified Solutions Associate (MCSA), or other relevant qualifications would be advantageous.Desired Skills we are looking for:Experience with cloud-based services (AWS, Azure, Office 365).Knowledge of scripting or automation (PowerShell, Bash).Familiarity with IT security principles and tools (anti-virus, firewalls, encryption).
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