Operational Systems Pty Ltd (OpSys) is a South Australian–owned Managed IT and Cybersecurity services provider delivering practical, reliable technology services to customers across Australia.
We are seeking an IT Support Analyst to join our Adelaide-based team in a full-time role. This position is ideal for someone early in their IT career who enjoys problem-solving, customer interaction, and gaining hands-on experience across real-world environments.
The role reports directly to the General Manager and works closely with Support Technicians, Engineers, and Project staff.
About the Role
As a Support Analyst, you will be responsible for frontline IT support, acting as the first point of contact for OpSys customers. You will handle initial triage, resolve common technical issues, and escalate more complex matters to senior technical staff with clear and accurate information.
This is a hybrid role, combining office-based support with customer site visits for device setup, installations, and basic troubleshooting.
Key Responsibilities
* Act as the first point of contact for customer IT support requests
* Log, triage, and manage support tickets through to resolution or escalation
* Resolve common desktop, user, and application issues
* Assist with onboarding, device provisioning, and user setup
* Attend customer sites for equipment installation and basic support tasks
* Escalate issues to Support Technicians with clear troubleshooting notes
* Communicate clearly and professionally with customers
* Maintain accurate ticket notes and documentation
Skills & Experience
Essential:
* Previous experience in an IT support, helpdesk, or customer-facing technical role
* Basic understanding of Windows desktop environments
* Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
* Strong communication and customer service skills
* Willingness to attend customer sites as required
Desirable:
* Exposure to Active Directory user management
* Basic networking knowledge (Wi-Fi, printers, connectivity)
* Experience setting up laptops, desktops, or mobile devices
* Relevant IT qualifications, certifications, or ongoing study
What We're Looking For
You are reliable, curious, and eager to learn. You are comfortable speaking with customers, following processes, and documenting your work clearly. You understand when to escalate issues and are keen to build your technical capability over time.
What We Offer
* A supportive environment with access to experienced technical staff
* Hands-on exposure to a wide range of customer environments
* Career Progression Oppourtunities
* Ongoing learning and development opportunities
* Competitive salary based on experience