ACS Foundation

The Role

We are seeking a motivated and customer-focused Junior IT Support Analyst to join our IT team based in the Brisbane CBD to support a growing organisation across multiple sites. This role is well suited to someone early in their IT career who enjoys helping people, learning new systems, and developing strong technical and professional foundations.

You will provide front-line IT support, respond to common technical issues, and assist with day-to-day IT operations under the guidance of senior IT staff. The role offers exposure to a broad range of enterprise technologies and processes, with structured opportunities to build skills beyond basic troubleshooting.

This position plays a key role in creating a positive staff experience by delivering timely, approachable, and reliable IT support, while progressively developing the knowledge required to take on more complex responsibilities over time.

Responsibilities

• Provide first-line IT support for hardware, software, and common application issues.

• Respond to, log, and update support requests using the IT service management system.

• Perform basic troubleshooting and resolution of desktop, laptop, printer, and peripheral issues.

• Escalate incidents and requests to senior IT staff or outsourced support when required, using documented procedures.

• Assist with staff onboarding and offboarding tasks, including account setup, device preparation, and access changes.

• Support the configuration and deployment of end-user devices in line with organisational standards.

• Assist with meeting room technology and basic AV troubleshooting.

• Maintain accurate ticket notes and contribute to knowledge base articles and standard operating procedures.

• Help maintain the IT asset register, including device allocation and basic lifecycle tracking.

• Follow security best practices and maintain confidentiality when handling sensitive information.

• Participate in IT projects, upgrades, or improvement initiatives as directed.

• Proactively learn new systems, tools, and processes supported by the organisation.

Skills & Experience

Mandatory

• 0–2 years’ experience in an IT support, service desk, or technical support role, or relevant tertiary studies.

• Strong customer service mindset with clear and professional communication skills.

• Willingness to learn, take feedback, and develop technical capability over time.

• Ability to follow documented processes and work effectively within a structured environment.

• Basic experience with Windows operating systems and common business applications.

• Exposure to Microsoft 365 tools such as Outlook, Teams, OneDrive, and SharePoint.

• Basic understanding of hardware troubleshooting and device setup.

Preferred

• Exposure to Entra ID, Intune, or Active Directory in a support capacity.

• Familiarity with ITSM tools such as Freshservice, ServiceNow, Jira Service Management, or similar.

• Basic understanding of user account management and access provisioning.

• Awareness of cybersecurity principles such as MFA, password security, and phishing risks.

Desirable Extras

• Relevant certifications or study (e.g. Microsoft fundamentals, ITIL Foundation, or similar).

• Interest in developing skills in cloud services, automation, or systems administration.

• Experience documenting procedures or supporting small process improvements.