Role Description

We are seeking a responsive, technical, and customer-focused IT Support Officer / Help Desk Analyst / Service Desk Analyst to serve as the primary technical point of contact for internal staff and end-users. In this essential operational role, you will diagnose, troubleshoot, and resolve hardware, software, network, and system access issues to ensure minimal downtime and maintain organizational productivity. You will work closely with System Administrators, Network Engineers, and IT Operations Leadership to manage service requests, document incidents within an ITSM ticketing framework, and enforce IT security protocols.

Responsibilities include deploying and configuring end-user devices (laptops, desktops, mobile devices), managing user access through Active Directory/Entra ID, supporting productivity suites (such as Microsoft 365 or Google Workspace), and performing remote or on-site hardware repairs. Success in this role requires strong diagnostic troubleshooting capabilities, excellent customer service and communication skills, high adaptability in fast-paced IT environments, and a relentless focus on maintaining first-contact resolution rates and SLA targets.

Qualifications

- Education: Bachelor's degree or Diploma in Information Technology, Computer Science, System Administration, or a related technical discipline; industry certifications (e.g., CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator, or ITIL v4 Foundation) are highly desirable.
- Help Desk Operations & Ticketing Systems: Hands-on experience working with enterprise IT service management (ITSM) and ticketing software (e.g., ServiceNow, Jira Service Management, Zendesk, Freshservice, or SysAid)



following structured ITIL practices.
- Operating Systems & Endpoint Administration: Proficient in configuring, deploying, troubleshooting, and maintaining Microsoft Windows 10/11, macOS, and mobile operating systems (iOS and Android).
- Identity & Access Management (IAM): Practical experience administering user accounts, security groups, distribution lists, and access permissions in Active Directory, Entra ID (Azure AD), and IAM tools.
- Productivity & Cloud SaaS Platforms: In-depth knowledge of supporting standard cloud productivity suites (Microsoft 365, Exchange Online, Teams, SharePoint, Google Workspace) and common enterprise desktop applications.
- Basic Networking & Connectivity: solid understanding of TCP/IP, DNS, DHCP, VPN clients, Wi-Fi configuration, printer networking, and basic LAN hardware troubleshooting.
- Device Deployment & Management: Experience utilizing endpoint management and deployment solutions (e.g., Microsoft Intune/SCCM, Jamf, or RMM tools) for software provisioning, patch deployment, and asset tracking.
- Problem Solving & Root-Cause Diagnosis: Exceptional logical, technical, and analytical skills to systematically isolate software glitches, hardware failures, and configuration errors under tight resolution windows.
- Customer Service & Communication: Outstanding verbal and written communication skills with the ability to explain complex technical concepts in plain, clear language to non-technical end-users under stress.
- Professional Attributes: Solid multi-tasking and prioritization skills, high level of integrity regarding sensitive data handling, team-player attitude, and a proactive commitment to continuously updating technical skills.

📌 IT Support Officer / Help Desk Analyst / Service Desk Analyst (Australia)
🏢 Harvard Undergraduate Women in Entrepreneurship
📍 Australia