Key Responsibilities
* Provide first‐ and second‐level support across user‐facing IT services, including Service Desk triage, answering calls, walk‐up Tech Bar assistance, meeting room and AV support, and desk‐side visits across site.
* Respond to incidents and service requests, ensuring issues are updated, prioritised, and resolved or escalated within agreed timeframes.
* Support end‐user devices and technologies, including Windows desktops and laptops, mobile devices, software management through Intune, and Microsoft 365 applications.
* Assist with endpoint setup activities such as device builds, user onboarding, basic provisioning, patching support, and troubleshooting under guidance from senior analysts.
* Contribute to asset lifecycle and ITSM processes, including device deployment, asset tagging, CMDB updates, and equipment decommissioning.
* Maintain and contribute to service documentation, knowledge base articles, and standard operating procedures to support continuous improvement and shift‐left initiatives.
Qualifications
* Previous experience in a Service Desk, Desktop Support, or End User Support role, with exposure to high‐volume incident and request environments.
* Working knowledge of Windows 10/11, Microsoft 365 applications, Intune, end‐user devices, and basic networking concepts.
* Strong communication and interpersonal skills, with the ability to engage confidently with users in person, over the phone, and via remote support tools.
* A proactive and customer‐first mindset, with a willingness to learn, follow processes, and grow technical capability within a supportive team environment.
* Experience or exposure to using Intune or MECM to manage software including packaging, deployment, and upgrades.
* Must be an Australian Citizen and hold a Baseline level security clearance; willingness to upgrade to NV‐1 if required.
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.
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