? We’re Hiring: Help Desk Analyst

? Employment Type: Full-Time

? Level: Entry-Level to Mid-Level

We are seeking a customer-focused, technically skilled, and proactive Help Desk Analyst to join our growing IT team. This role is ideal for individuals who enjoy troubleshooting technical issues, assisting users, and ensuring smooth and reliable day-to-day IT operations.

? Key Responsibilities

- Provide first-line technical support to employees and users via phone, email, chat, and support tickets.
- Diagnose and resolve hardware, software, network, and system-related issues.
- Troubleshoot Windows operating systems, Microsoft Office, printers, and other business applications.
- Create, update, prioritize, and manage IT support tickets.
- Assist users with account setup, password resets, system access, and basic security issues.
- Install, configure, and maintain computers, software, peripherals, and other IT equipment.
- Escalate complex technical issues to senior IT teams when required.
- Monitor and follow up on open tickets to ensure timely issue resolution.
- Maintain accurate documentation of technical issues, troubleshooting steps, and solutions.
- Assist with employee onboarding, equipment setup, and IT orientation.
- Support IT asset management and maintain accurate hardware and software records.
- Identify recurring technical issues and recommend solutions to improve service quality.
- Follow IT security policies, procedures, and best practices.
- Provide professional, responsive, and friendly support to all users.

✅ Requirements
- Previous experience in help desk, IT support, technical support, or a related field is preferred.
- Strong troubleshooting and problem-solving skills.
- Basic understanding of computer hardware, operating systems, networking,



and software applications.
- Familiarity with Windows, Microsoft Office, printers, and common IT support tools.
- Experience with IT ticketing systems or service management platforms is a plus.
- Strong communication and customer service skills.
- Ability to explain technical issues clearly to both technical and non-technical users.
- Strong attention to detail and organizational skills.
- Ability to prioritize multiple support requests in a fast-paced environment.
- Ability to work independently and effectively as part of an IT team.
- Proficiency in English; additional languages are a plus.
- Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
- IT certifications such as CompTIA A+, ITIL, or Microsoft certifications are a plus.

? What We Offer
- Competitive salary and benefits package.
- Hands-on experience with a wide range of IT systems and technologies.
- Training, mentorship, and professional development opportunities.
- Exposure to IT infrastructure, cybersecurity, cloud services, and business applications.
- Opportunities to develop advanced troubleshooting and technical support skills.
- Explicit career progression into IT Support Specialist, Systems Administrator, or IT Manager roles.
- A team-oriented, professional, and technology-driven working environment.
- Opportunity to contribute to IT improvement projects and business operations.

? Interested in joining us?

If you are technically minded, customer-focused, and passionate about solving IT problems, we would love to hear from you.

Apply now or send us your CV via LinkedIn.

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📌 Help Desk Analys (Sydney)
🏢 Felix Fomengia Foundation
📍 Sydney