The Role

Our team is growing, and we are seeking to engage an enthusiastic Desktop Support Analyst (Level 2) to join our IT Team in Melbourne, providing support to the Southern Region. In this role, you’ll be responsible for support users operating installed hardware and software, within their assigned business units. You’ll also provide employees with high quality desktop and user support, including innovative and timely solutions to IT system problems.

Key responsibilities include, but are not limited to:

• Set up new users’ equipment and software
• Diagnose and troubleshoot user problems
• Provide accurate and timely responses to incident and service requests
• Identify and respond to systems issues and research/analyse appropriate solutions
• Maintain document systems in accordance with Quality Assurance (QA) guidelines
• Ensure that all tasks are undertaken in accordance with SMEC’s policies and procedures as documented in the Business Management System (BMS)
• Perform hardware and software installations, including non-standard, custom builds;
• Conduct hardware and software upgrades and implementation
• Ensure safe storage, transport and handling of equipment and assets
• Assist users with setup and maintenance of mobility devices and applications
• Undertake planned backups and restore business data as required
• Use the SMEC asset management system to order equipment, software and other IT assets
• Use and maintain the SMEC register to track all computing equipment located in the relevant offices
• Develop and maintain client focus and relationships with internal clients and stakeholders;
• Provide high level customer service through the delivery of innovative and timely solutions;
• Communicate professionally and appropriately with stakeholders;
• Undertake assigned tasks and project activities under direction, with guidance and in line with policies and procedures;
• Communicate with colleagues and industry contacts to establish professional networks and develop industry awareness;
• Clarify issues and needs of internal clients and stakeholders to enable the development of suitable solutions that meet business needs;
• Adopt a collaborative approach by listening to and valuing other’s contributions and recognise when it is appropriate to seek assistance.

About You

Suitable applicants will have/be able to:

• Tertiary qualification in Information Technology or related field
• Microsoft MCP (or similar industry certification)
• Prior experience in a similar IT Support/Analyst role for 3-5+ years, preferably in a Help Desk environment
• Provide level 1 to 2 in-house and remote desktop support to a customer base of approximately 200 users
• Good working knowledge of Microsoft Office 2016 and Office 365;
• Sound working knowledge of Microsoft Windows 10;
• Experience with video conferencing systems including Skype for Business and Polycom
• Knowledge of SCCM and VMware environment would be a plus
• Experience supporting engineering design programs such as AUTODesk, Bentley & 12D to multiple uses of HP laptops, tablets and mobile workstations will be highly regarded
• High level awareness of IT products and embraces new & emerging technologies

In return, SMEC offers you the benefits that come from working in a global multidisciplinary consultancy in an environment where your fresh ideas and enthusiasm will be welcomed and rewarded.

How to apply

All applications must be submitted online. To apply, click on the "Apply Now" link below and follow the prompts.

For a confidential discussion regarding this opportunity, please contact Ami Jordan: Ami.jordan@smec.com

To find out more about SMEC, please visit our careers page at www.smec.com/careers