Deskside Services Administrator

About Epiq

At Epiq, your contributions impact complex legal processes worldwide. You will be part of a values-driven team where integrity leads decision-making, service excellence is paramount, and tackling significant challenges is a shared endeavor. We emphasize your professional growth through broad learning opportunities and career mobility. We value your individuality and respect work-life balance with recognized flexibility. Leveraging modern platforms powered by AI, you will engage in meaningful work and experience the broad impact of your efforts.

Position Overview

• Job Title: Deskside Services Administrator
• Employment: Full-time
• Work Setting: Onsite in Perth, Australia
• Schedule: Monday to Friday, five days per week
• Role Level: Individual Contributor - Growth Level
• Supervision: Moderate oversight

Primary Responsibilities

• Deliver outstanding first- and second-level IT support to staff across multiple offices and remote sites.
• Effectively diagnose, troubleshoot, and resolve issues related to hardware, software, networks, operating systems, and applications, aiming for resolutions during first contact.
• Maintain professional, timely communication when handling incidents, service requests, and escalations, ensuring superior customer service.
• Use IT Service Management tools such as ServiceNow and Jira to log, track, prioritize, and manage tickets with accurate documentation.
• Monitor open issues, provide regular updates to stakeholders, and meet agreed SLAs for problem resolution.
• Offer both remote and onsite technical assistance, including tasks such as software installation, device imaging, configuration, and hardware deployment.
• Install, configure, maintain, and troubleshoot a range of user devices including laptops, desktops, monitors, printers, mobile devices, and peripherals.
• Manage endpoint devices and policies through Microsoft Intune, Mobile Device Management, and Endpoint Management solutions.
• Administer Windows Autopilot deployments, device enrollments, compliance policies, conditional access, and software package distribution.
• Support Microsoft platforms including Windows 10/11, Microsoft 365 suite, Exchange Online, Teams, OneDrive, and SharePoint Online.
• Administer Active Directory, Microsoft Entra ID (Azure AD), group policies, user accounts, and access controls.
• Maintain VMware environments, backup solutions, firewalls, network infrastructure, and servers as needed.
• Proactively monitor servers, endpoints, and networks to prevent business disruptions by identifying and escalating potential problems.
• Coordinate with internal IT teams, external vendors, and suppliers to resolve complex issues and support business technology needs.
• Manage and support business-critical applications to ensure optimal availability and user satisfaction.
• Oversee GoAnywhere Managed File Transfer (MFT) services including user provisioning, access control, transfer monitoring, and stakeholder coordination.
• Ensure secure file transfer aligns with organizational security policies and data handling standards.
• Support audio and video recording platforms for legal and business use, managing storage, retrieval, transfer, and archival in line with company policies.
• Facilitate multimedia playback, transcription, recording, and conversion applications, resolving technical issues related to media formats and streaming technologies.
• Maintain and support audiovisual equipment, Microsoft Teams Rooms, video conferencing, and presentation technology in conference rooms.
• Provide direct support for secure and restricted-access environments where remote assistance is restricted.
• Manage new employee onboarding, including provisioning devices, software, user accounts, and technology setup.
• Handle offboarding procedures such as asset recovery, access revocation, license management, inventory reconciliation, and compliance adherence.
• Maintain comprehensive IT asset inventories, lifecycle tracking, warranty information, and audit-ready records.
• Develop and update technical documents, standard operating procedures, knowledge base articles, and user manuals.
• Support procurement, inventory planning, vendor management, and hardware refresh initiatives.
• Collaborate closely with networking, infrastructure, cybersecurity, application support, and global IT teams for integrated technology delivery.
• Participate in technology rollouts, office expansions, relocations, infrastructure upgrades, and IT projects.
• Ensure compliance with IT policies, security protocols, software licensing, and regulatory requirements.
• Identify and implement service improvements, automate routine tasks, and elevate end-user technology experiences.
• Contribute to disaster recovery and business continuity planning, testing, and operational readiness.
• Provide after-hours or on-call support as necessary to sustain critical services and business continuity.

Qualifications and Experience

• Education: Relevant ICT qualification, certification, or current university-level study preferred.
• Experience: Minimum of 4 years in IT deskside support, end-user computing, service desk, or workplace technology within medium to large enterprises.
• Proven track record supporting over 1000 end users, managing high volumes of tickets and operational tasks efficiently.
• Experience handling onboarding and offboarding for approximately 15-20 new hires daily, ensuring compliance and service quality.
• Proficient with Microsoft Intune, Microsoft Entra ID (Azure AD), Microsoft 365, Windows Autopilot, VPNs, FTP/MFT platforms (GoAnywhere preferred), and ITSM platforms like ServiceNow and Jira.
• Expertise in managing Windows endpoint deployments, software distribution, compliance, MDM, and endpoint security.
• Strong collaboration with business managers, HR, and leadership to translate business needs into tech solutions.
• Competent supporting hardware, software, network connectivity, and enterprise collaboration tools both remotely and onsite.
• Experience with Windows 10/11, Microsoft 365 apps, Teams, OneDrive, SharePoint, Active Directory, and enterprise collaboration suites.
• Skilled in IT asset management, inventory control, procurement, warranty tracking, and audit compliance.
• Ability to juggle multiple priorities, meet deadlines in high-paced environments, and uphold customer focus.
• Experience working to SLAs with incident and problem management, escalation procedures, and root cause analysis.
• Excellent troubleshooting, analytical thinking, communication, and customer service to ensure superior user experiences.
• Additional skills in supporting conference room technology, AV systems, video conferencing, and multimedia solutions highly valued.
• Preferably experienced in VMware, basic networking, file transfers, backup solutions, and enterprise security practices.
• Familiarity with regulated sectors such as legal, professional services, healthcare, or finance is advantageous.

Preferred Skills

• Strong expertise in Microsoft enterprise environments.
• Knowledge of IP networking including DHCP, DNS, and core network concepts.
• Experience with audiovisual technologies.
• Strong problem-solving, multitasking, analytical capabilities.
• Exceptional interpersonal, verbal, and written communication skills.
• Meticulous attention to detail and quality assurance.
• Collaborative team player mindset with a proactive attitude.
• Eagerness for continuous learning and skill enhancement.
• Awareness of industry trends and ability to apply best practices.

Security & Compliance

• Police Security Clearance is a minimum requirement.
• Must have authorization to work in Australia for any employer.

Compensation

The specific salary will depend on factors such as location-based market rates, candidate qualifications, interview performance, and team pay equity. Further compensation details will be provided during a screening call.

Diversity and Inclusion

Epiq commits to equal employment opportunity compliance, ensuring nondiscrimination across multiple protected attributes. Affirmative actions for minorities, women, veterans, and individuals with disabilities are practiced. Accommodation requests for disabilities are welcomed and provided without penalty. Employment consideration includes qualified applicants with arrest and conviction records, as permitted by law.

Leadership Values

• Foster collaboration and trust through open communication and shared goals.
• Inspire alignment using storytelling and purposeful engagement.
• Maximize team performance with clear standards and accountability.
• Drive continuous operational improvement via data insights and efficient processes.