IT Support Analyst

Who we are:

Clients rely on us for laptop setup, Intune enrolment, backup monitoring and after-hours help when something breaks. Lunch is usually whatever is closest to the client site.

About the role:

Looking for an IT Support Analyst who wants to stay somewhere for a while. We want someone who stays calm with frustrated users and keeps good notes in the ticket. Our IT team closes around 600 tickets a month and needs one more person on the desk. Our headquarters is in Melbourne, and about a third of the team works remotely from other countries. This is a full-time remote role. We use an employer of record in Pakistan, so you get a proper employment contract, not a freelance agreement. Core hours overlap with Sydney business hours until mid-afternoon. We send you a laptop and the accessories you need on day one.

Day to day:

• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID.
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Connect remote users to VPN and troubleshoot access issues.
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint.

What we're looking for:

• 3+ years of help desk or desktop support experience.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.
• Customer service skills and patience with non-technical users.
• High school diploma or GED required. Associate degree in IT preferred.
• Familiarity with Microsoft 365 admin tasks.
• Experience with Active Directory user and group management.

Desirable:

• Network+ or Microsoft MD-102 certification.
• ITIL 4 Foundation.
• Basic PowerShell scripting.

Compensation and benefits:

• Company laptop.
• 24 days paid time off.
• Flexible hours.
• Wellness allowance.
• Paid parental leave.
• Stock options.

We look at every application, usually within a week.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Arborpath IT.