IT Support Officers – Level 1 & Level 2 / Business Analyst
Summary
Two on-site IT Support Officer roles at a refrigerated transport company in Adelaide: Level 1 provides first-line helpdesk support for Microsoft 365, devices and networks, while Level 2 handles escalated technical issues (Entra ID, Intune, networking), business analysis, process improvement and AI tool governance. Both report to the IT Manager.
HPS Transport is seeking two IT Support Officers to join our Information Technology team:
Level 1 IT Support Officer, providing first-line technical support across the business.
Level 2 IT Support Officer / Business Analyst, providing escalated technical support while contributing to business analysis, system improvements and process optimisation.
Both positions report to the IT Manager and offer broad exposure to technology, business systems and operational processes.
Key responsibilities
Level 1 IT Support Officer
Provide first-line support for hardware, software, Microsoft 365, printers, mobile devices and general IT issues.
Log, prioritise and manage helpdesk requests, keeping users informed of progress.
Set up and configure computers, devices and user accounts.
Complete password resets, access requests and basic account administration.
Assist with basic network, Wi-Fi, VPN and printer connectivity troubleshooting.
Maintain IT asset records, support documentation and user guides.
Escalate complex or urgent issues to Level 2 support, the IT Manager or external providers.
Deliver friendly, responsive and professional support to employees.
Level 2 IT Support Officer / Business Analyst
In addition to providing general IT support, this position will:
Act as an escalation point for complex technical issues.
Diagnose and resolve issues involving Microsoft 365, Entra ID, Intune, networking and business applications.
Manage user provisioning, device configuration and hardware lifecycle activities.
Act as the business's point of contact for AI tool use — vetting new AI tools, monitoring for appropriate and compliant use, and reporting on AI tool usage and any related incidents to the IT Manager
Support IT security activities and coordinate with external IT providers.
Work with stakeholders to gather and document business requirements.
Identify opportunities to improve systems, processes and the user experience.
Map business processes and prepare requirements, specifications and supporting documentation.
Assist with system evaluations, user acceptance testing, data analysis and defect resolution.
Support system implementation, change management, documentation and end-user training.
About you
Level 1 IT Support Officer
Ideally, you will have:
Some experience in IT support, helpdesk or a related customer service role, including experience gained through study, an internship or traineeship.
Basic knowledge of Windows, Microsoft 365, computer hardware and common peripherals.
Strong communication and customer service skills.
Good troubleshooting, organisational and time-management skills.
A methodical approach and strong attention to detail.
A willingness to learn, follow established processes and develop your IT career.
A Certificate II, III or IV in Information Technology, current study towards an IT qualification, or equivalent experience will be highly regarded. Entry-level certifications such as CompTIA A+ or Microsoft Fundamentals are desirable but not essential.
Level 2 IT Support Officer / Business Analyst
Ideally, you will have:
Two to three years’ experience in IT support, including Level 2 technical support.
Experience with Microsoft 365, Entra ID or Azure AD, Intune and networking.
Strong technical troubleshooting, analytical and documentation skills.
The ability to work independently, take ownership of issues and manage competing priorities.
Strong communication skills and the ability to work effectively with technical and non-technical users.
Experience in business analysis, process improvement, user acceptance testing or business systems, which will be highly regarded.
What we offer
Full-time, permanent employment
Negotiable start times
Above-award wages
Support from an experienced IT team
Broad exposure to technology, systems and business operations
Opportunities for professional development and career progression
The opportunity to contribute to meaningful system and process improvements
A supportive team environment
A clean, safe and respectful workplace
Banking and health insurance discounts
Employee Assistance Program
About HPS Transport
HPS Transport Pty Ltd is a family-owned logistics company based in Adelaide, South Australia. Established in 1988, we provide reliable refrigerated transport services across Australia.
We are committed to delivering quality service and the efficient, secure transportation of temperature-sensitive goods.
Apply now
We are currently recruiting for both Level 1 and Level 2 IT Support positions.
If you enjoy solving problems, supporting people and working with technology, we would like to hear from you.
Please indicate in your application which position you are applying for and outline the experience, qualifications and technical skills relevant to that position.
Click “Apply Now” to submit your application.
Confidential enquiries can be made to the HR team on 08 8244 0000 or via email at hr@hpstransport.com
Successful candidates will be required to meet HPS Transport’s employment criteria, which may include a criminal history check and a full medical assessment, including drug and alcohol testing