Deskside Services Administrator

At Epiq, your work contributes to complex, global legal outcomes. You’ll join a values‑driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise‑wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that’s recognized externally. Enabled by modern platforms and AI, you’ll do the most meaningful work of your career and see your impact at scale.

Job Description:

Position Overview

The Deskside Services Administrator provides first- and second-level IT support to internal customers across the Australia and New Zealand region. This role is responsible for delivering high-quality, customer-focused technical support via phone, email, remote tools, and onsite assistance. The position requires timely issue resolution, strong communication skills, and the ability to respond effectively to urgent requests and escalations in a corporate IT environment.

Reporting & Organizational Details

• Supervisory Organization: Ravi Chander Devarupala
• Business Unit: Corporate IT (ET&O)
• Company: 1455 Epiq Australia Pty Ltd
• Cost Center: 1455C300

Position Details

• Job Title: Deskside Services Administrator
• Employment Type: Full-time
• Work Arrangement: Onsite (Work from Office)
• Schedule: Monday to Friday, 5 days per week
• Work Location: Park Street, Sydney Office
• Career Level: Individual Contributor – Growth Level
• Supervision Level: Moderate supervision

Key Responsibilities

• Provide efficient and effective first- and second-level IT support to internal users.
• Troubleshoot and resolve hardware, software, network, and application issues at the first point of contact where possible.
• Deliver high-quality customer service while managing incidents, service requests, and escalations.
• Log, track, and manage incidents and service requests using ServiceNow and/or Jira, ensuring accurate and complete documentation.
• Monitor open tickets and provide timely updates to stakeholders until resolution.
• Perform remote support, software installations, hardware setup, testing, and configuration.
• Support Microsoft-based environments including Windows 10/11, Windows Server (2008–2012 R2), Microsoft Office (2010–2016), and Microsoft 365.
• Administer and support Active Directory, mobile devices, backup servers, VMware environments, firewalls, and networked systems.
• Monitor server infrastructure and network devices to identify and address potential issues.
• Create, maintain, and update system and process documentation.
• Ensure incidents and service requests are resolved within agreed service levels while keeping users informed.
• Provide onsite support for secure systems, hardware, and access-related issues where remote support is not permitted.
• Support timely onboarding and IT setup for new hires.
• Collaborate effectively with cross-functional IT teams, including networking, security, and application development.

Required Qualifications

• Qualification, certification, or current study toward a qualification in a relevant ICT field (preferably at university level).

Required Experience

• Minimum of 4 years of professional experience in Information Technology or IT support roles.
• Hands-on experience with ServiceNow and Active Directory (essential).

Preferred Skills & Experience

• Strong experience in Microsoft enterprise environments.
• Knowledge of IP networking concepts including DHCP, DNS, and general networking principles.
• Experience supporting Audio-Visual (AV) technologies.
• Exposure to Azure cloud technologies, particularly Microsoft Intune, is highly desirable.
• Strong analytical, problem-solving, and multitasking abilities.
• Excellent interpersonal, verbal, and written communication skills.
• Strong attention to quality and detail.
• Ability to work collaboratively as a team player with a proactive, “can-do” attitude.
• Willingness to learn and continuously develop technical expertise.
• Awareness of industry trends and best practices, with the ability to apply them effectively.

Security & Compliance Requirements

• This role requires, at a minimum, AVGSA Baseline Clearance.
• NV1 clearance is preferred.

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.