IT Help Desk Support Analyst (Level 1/2)

Job Description

IT Help Desk Support Analyst (Level 1/2) Kempe Engineering is a leading world-class engineering company providing maintenance, modernisation, and process equipment products and services with a commitment to excellence in all we do. Kempe supports industries such as mining, manufacturing, recycling, and processing with tailored, high-quality services with 16 permanent facilities located in close proximity to our clients' operations nationally in Australia. The company values its people and fosters a family-friendly workplace culture while prioritizing innovation, professional development, and customer satisfaction. About the Role: Kempe Engineering is actively seeking an IT Help Desk Support Analyst to be based at our Corporate Geelong Office. In this role, you will be responsible for delivering high-quality IT support across our organization, managing technical issues from first contact to advanced troubleshooting. You will also be involved in configuring devices, installing software, and maintaining IT systems to ensure our teams can work seamlessly. Key Responsibilities: Technical Support Provide Level 2 IT support and troubleshoot technical issues to internal employees by diagnosing and resolving hardware, software, and network issues. Resolve support tickets, ensuring timely follow-up and issue resolution. Assist with server management, email systems, and cloud infrastructure support. Work with vendors and third-party service providers to escalate unresolved issues. Purchase, set up, and configure new computers, peripherals, and mobile devices. Install, configure, and maintain software applications. Manage company-issued phones, ensuring proper configuration and updates. Monitor and maintain network systems, including LAN, WAN, Wi-Fi, and VPNs. Provide training and guidance to users on IT best practices, new systems, and troubleshooting techniques. Maintain accurate records of issues, resolutions, and IT processes in the ticketing system. Maintain an IT asset register, including inventory tracking and hardware provisioning. Create and maintain documentation for troubleshooting procedures, technical setups, and user guides. IT Projects Participate in deployments, system migrations, and other IT improvement initiatives. Compliance and Security Support cybersecurity protocols, manage user access, and ensure compliance with organisational policies. Stay up to date with the latest IT trends, technologies, and best practices. About You: Proven experience in a Level 1/2 or IT Support role who is eager to expand their skills over time and grow into a level 2/3. Strong knowledge of computer hardware, operating systems (Windows and Linux), and enterprise software. Proficiency in troubleshooting network-related issues (TCP/IP, VPN, Wi-Fi). Proficiency in Microsoft Active Directory, Office 365, and remote support tools. Familiarity with server and storage technologies, such as file servers, backup systems, and virtualization (VMware, Hyper-V). Excellent communication skills, with the ability to explain technical information to non-technical users. Ability to work under pressure, manage priorities, and meet deadlines. Strong problem-solving and critical thinking skills. Certifications such as CompTIA A+, Network+, ITIL, Microsoft Certified Solutions Associate (MCSA), or other relevant qualifications would be advantageous. Desired Skills: Experience with cloud-based services (AWS, Azure, Office 365). Knowledge of scripting or automation (PowerShell, Bash). Familiarity with IT security principles and tools (anti-virus, firewalls, encryption). If you believe you have the skills to successfully meet the requirements of this position, please apply by clicking "apply" below or sending your current up-to-date CV to Your application will include the following questions: Do you have technical support experience? Which of the following statements best describes your right to work in Australia? How many years' experience do you have as a Helpdesk Support Analyst? Are you willing to undergo a pre-employment medical check? How many years' experience do you have as a Level 2 IT Technician? How many years' experience do you have as an Office 365 Support Officer? #J-18808-Ljbffr