NovaSource Power Services (‘NSPS’) is a specialist in providing Operations & Maintenance Services to Solar Plants & Battery Energy Storage Projects, around the world. We presently manage over 26GW of Utility Solar Projects globally; and are established in Australia to drive a higher standard of O&M to market. About the Role: We are seeking a motivated and service-oriented IT Operations & Service Desk Analyst (Level 1) to join our IT team. This role is primarily responsible for front-line IT support, laptop setup and deployment, and general Helpdesk operations. The ideal candidate is customer-focused, technically capable, and comfortable supporting both corporate IT systems and Operational Technology (OT) environments. This position plays a critical role in ensuring seamless end-user computing experiences while supporting core IT and field-based operational systems. • Serve as first point of contact for IT support requests via ticketing system, email, phone, or walk-up support • Troubleshoot and resolve Level 1 hardware, software, and connectivity issues • Escalate complex incidents to Level 2/3 teams as appropriate • Document incidents, resolutions, and knowledge base updates • Provide excellent customer service and ensure timely ticket resolution • Configure, image, and deploy Windows and/or macOS laptops • Install and configure standard corporate software and security tools • Manage user account setup including Active Directory, Microsoft 365, VPN, and other SaaS platforms • Perform hardware refresh cycles and device replacements • Maintain accurate asset inventory records and lifecycle tracking • Support onboarding and offboarding processes (equipment provisioning and decommissioning) • Support printers, peripherals, docking stations, and mobile devices • Assist with password resets and identity management requests • Provide basic network troubleshooting (Wi-Fi, LAN connectivity) In addition to corporate IT responsibilities, this role will provide foundational support for Operational Technology systems, including: • Provide Level 1 support for OT hardware and field devices • Assist with troubleshooting of site-based systems and communications equipment • Support monitoring systems, SCADA-related endpoints, and industrial networking components (as directed) • Coordinate with OT engineers and vendors for escalations • Assist with deployment and maintenance of field laptops and ruggedized equipment • Support secure connectivity between IT and OT environments • Follow cybersecurity best practices in mixed IT/OT environments • Travel occasionally to operational sites as required Required Qualifications • 1–3 years of experience in IT Service Desk or Helpdesk support • Hands-on experience with laptop imaging, deployment, and hardware troubleshooting • Familiarity with: ◦ Windows 10/11 and/or macOS ◦ Microsoft 365 administration ◦ Active Directory / Azure AD ◦ Basic networking concepts (TCP/IP, DNS, DHCP) • Experience using ticketing systems (e.g., ServiceNow, Jira, Zendesk, etc.) • Strong documentation and communication skills • Customer-first mindset with strong problem-solving abilities Preferred Qualifications • CompTIA A, Network, or similar certifications • Experience supporting hybrid cloud environments • Exposure to Operational Technology (OT), SCADA, or industrial systems • Knowledge of endpoint management tools (Intune, SCCM, Jamf, etc.) • Experience working in regulated or critical infrastructure environments Key Competencies • Strong customer service orientation • Organized and detail-oriented • Ability to prioritize and manage multiple tickets • Comfortable working independently and as part of a team Interest in expanding into OT and infrastructure technologies