IT Desktop Support Analyst

A LITTLE ABOUT US

Shippit is Australia’s best connected shipping software. Logistics infrastructure is a sophisticated beast, and we’re not only improving the experience for everyone involved, we’re impacting the planet in a positive manner: deliveries made through our platform are already 100% Carbon Neutral. Proudly Australian founded, we’re truly global in our approach and have the benefit of being a free moving scaleup with the security of impacting a growing industry that needs some love and attention.

THE ROLE

We are seeking a driven and results-oriented Desktop Support Analyst to deliver an exceptional, service-first technology experience to every employee across the business. You will be the first point of contact for internal IT support, ensuring our geographically dispersed teams across Australia and Soth-East Asia have the tools, hardware, and access they need to do their best work every single day.

We are looking for someone to work on site in our Sydney office 4 days a week to provide first and second level support across our Mac-based environment, manage hardware lifecycles, maintain our helpdesk operations, and act as an internal ambassador for IT making every interaction seamless, fast, and human. In a SaaS business that moves quickly, you are the person who keeps everyone moving.

DAY TO DAY

End-User Support & Service Delivery

• Serve as the primary support resource for all internal IT issues across the Sydney office and APAC region, responding quickly and effectively to keep operations running smoothly.
• Assist employees with the installation, configuration, and usability of Apple hardware, macOS software, peripherals, and workplace equipment.
• Maintain and triage the helpdesk system, ensuring issues are prioritised, responded to, resolved, recorded, and communicated in a timely and effective manner.
• Conduct problem analysis, testing, and reporting; work with vendor support contacts to resolve technical issues with desktop computing, peripherals, and software.

Asset & Environment Management

• Support in procurement of new hardware and software, maintain an accurate asset register, and manage licence renewals as required.
• Manage the end-to-end logistics of shipping and retrieving company devices for remote and hybrid staff.
• Enforce the Shippit’s SOE policy across the Mac fleet, ensuring consistency, security, and compliance.

Security & Collaboration

• Assist the security team in identifying and actioning security incidents, ensuring endpoints remain compliant and protected.
• Liaise with hardware vendors (Apple) and SaaS/software vendors to resolve issues and manage procurement.
•  Deliver a day-one-ready experience for new starters, ensuring hardware, accounts, and access are provisioned before they start.
•  Champion a positive IT culture and help employees feel engaged and valued by providing seamless, approachable service.

WHAT YOU BRING

• Hands-on experience supporting Apple hardware and macOS whether that's from a Genius Bar, an Apple Authorised Service Provider, or an internal IT support role. You know your way around macOS inside and out.
• Familiarity with Google Workspace, Slack, Okta, and other cloud-based business applications commonly found in a SaaS environment.
• Exposure to or working knowledge of Mobile Device Management platforms (e.g. Jamf, Mosyle, or ManageEngine). You don't need to be an expert but you understand the concept and are eager to go deeper.
• A solid understanding of IT networks, Wi-Fi, VPN, and connectivity troubleshooting.
• Ability to work independently, manage competing priorities, and operate with minimal supervision in a fast-paced SaaS environment.
• A genuine passion for helping people, with excellent customer interaction, escalation, and conflict resolution skills. You've likely built this muscle in a customer-facing technical role and are ready to bring it into a corporate environment.
• Comfortable creating and maintaining knowledge base articles, guides, and support documentation.
  

LIFE AT SHIPPIT

• Part time flexibility - balance your working week through reduced hours.
• We are all builders - we share our successes! Be rewarded with our Employee Share Option Plan
• Family & paw friendly - generous parental leave policy and pet friendly office
• Be healthy - Wellbeing Policy with strong focus on whatever makes you feel good from inside out.
• Fuel your growth journey - Unlocking your potential with a blend of in person and online learning and development opportunities
• Be comfortable - Casual Friday everyday!
• We love to have fun - Team outings, weekly lunches, team events, loaded pantry and the list goes on…

FEEL VALUABLE

Join our high-performance culture at Shippit where you can make a difference. We’re on a mission that needs the right #goodhumans to help make ship happen!

Shippit actively supports a diverse workforce at all levels of the company and we all embody the core values that make our business unique. We foster a culture of inclusion at Shippit and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to creating a workplace where everyone feels valued, respected and empowered to bring their authentic selves to work. Our mantra is to make ship happen, every single day.

We’re a phenomenal place to work, and we can back that up. Shippit’s been ranked as #6 Best Place to Work by AFR in 2023. It doesn’t stop there, we have a whole bunch of accolades we earnt over the years which we are super proud of.

Watch this - Culture at Shippit

Our recruitment process - we don't like to complicate things

• Phone screening - nice and simple to start, let’s get to know each other.
• Hiring Manager Interview - met your potential new manager.
• Values Interview - are you aligned in how your approach your work?

Get in touch

Apply now, and let's create something extraordinary!