• Make a difference to young Australians through supporting their education.
• Full Time position
• Based in Sydney CBD, NSW

The Smith Family is a children’s education charity that helps young Australians experiencing disadvantage to create better futures for themselves through harnessing the power of education.

We are seeking an experienced Service Desk Analyst to join our organisation. Reporting to the Team Leader, Support Desk and working alongside dedicated, energised, and passionate team members, this role will keep The Smith Family staff and existing ICT systems running reliably and securely by providing helpdesk support for ICT related issues and requests.

About our role

You will be responsible for:

• Ensure that service incidents and requests are prioritised and actioned according to the organisation’s published Service Catalogue
• Maintain regular communication with internal and external stake holders and provide transparency of operational targets and resolution timeframes
• Maintain and support current network architecture (routers, printers etc) in line with published procedures
• Provide Tier 1 and Tier 2 support to supported end point devices
• Ensure that Service Incidents and Service Requests are accurately entered into the ITIL based Service Desk System. The lifecycle of the Incident or Support request must be owned and managed from logging through to resolution, escalating if and when necessary.

About you

As well as passion for community, you will bring the following:

• Tertiary qualification in Information technology
• 2+ years supporting a Microsoft environment supporting Wintel laptops and network infrastructure
• 1+ years applied understanding of network fundamentals (OSI layers 1 – 3) and network protocols (DNS, DHCP,TCP/IP)
• Managing the lifecycle of the support request or incident from logging through to resolution, escalating if and when necessary
• Experience with Windows 10/11, Manage and maintain Standard Operating Environment (SOE) through Intune, WDS
• User and device management through Active Directory, Microsoft Entra ID, Office365 admin portal

About our culture

The Smith Family has employees at the centre of its values and operations. We nurture a supportive and inclusive culture that enables people to achieve personal and professional goals, through collaboration and innovation. With a proven work-life balance, wellbeing and health are our top priorities. Enjoy many other benefits, such as tax concessions and flexible working arrangements.

If you are passionate about what you do, committed to make a difference and this sounds like your next role, please click Apply Now, we’d love to hear from you.

You may view the position description attached.

Due to the nature of this role, the successful candidate must be prepared to undertake a National Police Check and a Working with Children’s Check. We are an equal opportunity employer and are committed to principles of cultural diversity. Applications from people of Aboriginal and Torres Strait Islander descent are encouraged.