Purpose of the role

The role will be the first point of contact of all raised business IT support related request. This includes Service desk, IT Walk-In and remote support request and IT processes. The role will be overseeing maintenance, support and troubleshooting of the Standard Operating Environment which includes IT Infrastructure and hardware maintenance (Computers, printer management, operating system, networks, telephony, Azure tenancy, etc).

Why join team Achieve?

For many of our staff making a real difference to the lives of people with disability and working with a great, supportive teams is its own reward.

We appreciate that, but we want our team to know that we value them so offer benefits such as:

• Salary sacrifice options including Fringe Benefits Tax and car leasing
• Access to personal and financial counselling for you and your family
• A range of paid leave and flexible working options
• Support to stay fit and healthy with fitness memberships and access to wellness programs.

At Achieve it's more than just a job.

You have the chance to change lives and bring inclusion to life every day.

Our focus is our people; the people we support, and the team we employ, that we value most. We offer a career you can be proud of and a place where you feel safe to be yourself. We invest in our workforce and appreciate the rich diversity they represent of life experience, languages and culture.

Achieve has been providing services to people with disability since the 1950s. Today, we are a registered NDIS provider offering integrated clinical, health, social and disability services in accommodation, community participation, supported employment and support coordination services in the Greater Sydney and in Northern Rivers regions in NSW.

About the role

• First point of contact for all internal IT requests, incidents and enquiries and provide customer service, technical assistance and support.
• Monitoring / assigning and resolving IT tickets in our ITSM (Manage Engine)
• Provide specialist technical support of relevant IT services, technology systems, and infrastructure and has responsibility for multiple or all aspects of requirements gathering, design, test, installation, monitoring, tuning, and maintenance of associated technology systems and infrastructure
• Selecting and implementing of security tools, redundancy strategies, and IT policies. Monitoring and ensuring security and backup of the IT (systems and networks) and take appropriate actions for the breach or vulnerability in coordination with Senior Technical Lead
• Set up of hardware and software including PCs, laptops, phones, sim cards, and applications ready for deployment, managing allocation of assets, and ensuring asset information is recorded and maintained.
• Maintain SOE OS - test, configure, manage the updates rollout, assist in planning, developing updates in conjunction with Senior Technical Lead
• Exchange Administrator (Email policies, Security policies, Quarantine Policies etc)
• Development and continuous improvement of IT procedures. Maintain and update documentation including user guides, internal processes, and technical knowledge base. Effective communication with team to ensure consistency and productivity.
• Managing SharePoint and Teams permission structure and access requests
• Liaising with IT vendors and Partners and Implementing and testing of IT solutions as prescribed

About you

The suitable incumbent would have:

• Established experience in a Service Desk or Customer Service role in an enterprise environment
• 4 years hands on knowledge and experience installing, maintaining, and troubleshooting a variety of hardware platforms including desktops, laptops, printers, Android & iOS devices and other peripherals in a corporate environment.
• Demonstrated understanding and experience installing and supporting Microsoft Office 365 suite of applications and Operating Systems Windows 10 and above & MacOS in a corporate environment.
• Demonstrate experience in configuring and maintaining Microsoft Technology Stack (more specifically Microsoft Azure / Cloud services, Office 365, Microsoft 365 Defender, Microsoft 365 Admin centre, SharePoint Admin) will be an added advantage
• SharePoint Online support and/or administration
• Knowledge of Windows services (DHCP/DNS)
• Basic understanding of advanced Networking concepts like VLAN's, subnetting etc.
• Experience in maintaining Standard Operation Environments (SOEs) and Mobile Device Management (preferably InTune)
• Sound understanding of the TCP/IP networking stack.
• Industry recognised IT certifications or qualifications will be highly regarded, as will an understanding of ITIL principals.
• Proven documentation skills, along with sound analytical and problem-solving skills.
• Demonstrated ability to work effectively within a team environment and under time pressure.
• A demonstrated ability to work in situations of uncertainty and ambiguity and be self-motivated and able to use initiative.

Pre-employment checks:

Achieve Australia is committed to safer recruitment practices, which safeguard and promote the welfare of the people we support and staff are expected to share this commitment. To achieve this, your application may be subject to a number of pre-employment checks; including reference checks, a Police check, NDIS Worker Check, Working with Children check, Right to work in Australia check. Please note criminal history does not immediately effect employment opportunities. Applications will be assessed on merit.

We have a Covid-19 Safety Plan to support our vulnerable clients and our workforce. It is a condition of employment to be fully vaccinated for Covid-19.

How to apply:

To register your interest, please click 'Apply' now and provide a resume and cover letter outlining your suitability for the role.

If you have questions about this role, or would like to discuss any reasonable adjustment you may require throughout the recruitment process, or require alternate method of submitting your application, please email [email protected] using the subject line: Senior Technical Analyst enquiry via EthicalJobs.