The Technical Support Analyst provides broad-ranging tier 2 internal and remote support with some tier 1 responsibilities to users utilising a range of media (including the infrastructure environment and software) to troubleshoot and resolve issues of moderate complexity across ACECQA’s corporate IT environment and supported business applications. This role is responsible for service desk tasks including provisioning of computer hardware and desktop equipment, application support including Microsoft 365, assisting with user training, co-ordination and distribution of key procedures, and IT support for the team. The Technical Support Analyst will have excellent problem-solving skills, demonstrable experience in a Service Desk or IT support role with a strong focus on customer service. This role is full time and fixed-term (12 months) at ACECQA Band 4 ($85,925- $95,820). The key duties of the position include: Key Accountabilities · Utilise appropriate tools and methods to address moderately complex user support queries and return user’s IT systems, networks, printers and supported applications to optimum efficiency. · Use the JIRA Service Desk application to record all support tasks, ensuring all relevant information is captured. · Provide desktop support of workstation hardware and software, including peripherals, to internal users. · Provide user support in the creation of accounts, onboarding and inductions. · Provide core business application support to internal users including assisting with the creation and maintenance of system, procedures, support, and training materials (e.g., Microsoft 365 suite, Salesforce, Anywhere365). · Set-up and support the various IT and Audio-Visual systems, including monitoring and reporting of acceptable levels of performance. · Assist with the management of IT assets as part of ACECQA’s asset management plan. · Develop and maintain detailed knowledge of multiple, complex platforms and technologies to enable effective integration and utilisation of enterprise applications and services. · Create and maintain support documentation to assist others in restoring services and reduce the impact of unplanned outages. Eligibility About You To be successful in this role you will need: · Proven experience in the provision of business application support with a focus on Level 2 IT support and some Level 1 support to users. · Experience in Salesforce Tier 1 customer support (basic administration tasks) or ability to rapidly acquire Salesforce Tier 1 support skills. · Proven experience in internal and remote support to users via a range of collaboration tools including (but not limited) to Microsoft Teams, Atlassian JIRA and secure remote access tools. · Demonstrated experience in the provision and decommissioning of computer hardware and desktop equipment. · Demonstrated experience in registering and managing IT assets as part of an organisation’s asset management plan. · Demonstrated experience in the support of Microsoft 365 suite, including (but not limited to), the creation and maintenance of system, procedures, support and training materials. · Demonstrated experience in a service desk environment, including the use of incident tracking software. · Highly developed written, verrbal and customer service skills whilst proactively resolving problems. Notes How to apply The closing date for applications is 4 July 2025 at 11.59pm. Important Note: Please ensure you follow the recruitment process outlined below, otherwise you may not be considered for the role. To apply, please register with the ACECQA Recruitment Candidate Portal, navigate to Technical Support Analyst vacancy and click Apply for Job . The application process will require you to: · Attach a CV of no more than 5 pages which demonstrates your ability to meet the criteria contained in the position description. · Provide the details of at least two referees who have directly supervised you within the last five years of employment. · Attach a written response to the targeted questions below of no more than 2 pages All complete applications will be acknowledged. Targeted Questions Share an example of a complex technical problem you solved. What steps did you take to identify and resolve the issue? How do you handle challenging or frustrated customers seeking technical assistance? More information If you have any questions about the role specifically, please email Con Mougios at acecqa.gov.au If you have any questions about the recruitment process, please email the HR team at acecqa.gov.au.
