Field Support Analyst

About the role

Join Auckland Council’s ICT Support Services team as a Field Support Analyst, delivering hands‑on, end‑to‑end ICT support to staff across a wide range of locations. Based primarily at one hub, you will provide first‑ and second‑line assistance for desktops, laptops, mobile devices, tablets and audio‑visual equipment, both remotely and on‑site, with occasional travel to other Council sites.

Key responsibilities

• Provide first‑ and second‑line ICT support across a variety of devices and systems.
• Travel to Council sites to resolve issues and support users on‑site as required.
• Act as the local ICT contact, collaborating closely with other support teams.
• Troubleshoot hardware, software, network and audio‑visual problems.
• Support projects and large‑scale requests across multiple locations.
• Maintain and contribute to the knowledge base.
• Identify opportunities to improve processes and service delivery.
• Build strong relationships with internal stakeholders and vendors.
• Deliver a high standard of customer service in every interaction.

Required profile

• 5+ years of Level 2 IT support experience, preferably in a Service Desk or Desktop Support environment.
• Strong troubleshooting skills for desktops, laptops, mobile devices and AV equipment.
• Working knowledge of Microsoft technologies, including Active Directory and Exchange.
• Experience supporting networks, printing and common business applications.
• Exposure to Citrix environments is beneficial.
• Excellent communication and time‑management abilities.
• Full driver’s licence and willingness to travel between sites.
• Comfortable working onsite full‑time with a rostered start between 7:30 am and 5:30 pm.

Required skills

• Level 2 IT support
• Service Desk operations
• Desktop support
• Troubleshooting hardware, software, mobile and AV equipment
• Microsoft Active Directory
• Microsoft Exchange
• Network support
• Printing support
• Citrix (beneficial)

What we offer

• Supportive, team‑focused environment with direct impact across the organisation.
• On‑site role with scheduled hours between 7:30 am and 5:30 pm.
• Ongoing learning and development opportunities.
• Workplace that values wellbeing, diversity and inclusion.
• GenderTick accredited employer and Pride Pledge partner.