Information Technology  |  Sydney, Australia

Desktop Support Analyst

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MRI Software LLC is a leading provider of innovative software solutions for the global real estate industry. MRI delivers a comprehensive and truly configurable solution, from property-level management and accounting to the most complex, long-range financial modeling and analytics for both the commercial and multifamily real estate markets. As a leading provider of real estate enterprise software applications and hosted solutions, MRI leverages over 40 years of business experience to develop long-term successful relationships with its clients. Originally founded in Cleveland, Ohio, U.S.A., the company has offices in Toronto, London, Sydney, Singapore, and Hong Kong.

The perfect candidate will provide internal users software and hardware support for their workstations, as well as account management support.   Desktop Support Analyst will also work supporting company server and hardware infrastructure, software for this hardware, and other various enterprise level software’s utilised by the business.



  • Imaging Laptops, desktops, servers, notebooks, and tablets.
  • Working with Desktop Engineers to maintain image libraries.
  • Troubleshooting hardware issues with Laptops, desktops, servers, notebooks, and tablets.
  • Troubleshooting software issues with Laptops, desktops, servers, notebooks, and tablets.
  • Acting as an account admin for various software products.
  • Assist with Wireless account management.
  • Troubleshoot internal network issues.
  • IP phone support.
  • Project work.
  • Internal audio visual setup, tear down and troubleshooting.
  • Hardware inventory maintenance.
  • Corporate data center monitoring, and maintenance.
  • Virtual server troubleshooting, building, and maintenance.
  • Serve as part of the on-call rotation


  • Provide live phone support to internal user base.
  • Provide ticket system support to internal user base.
  • Provide email support to internal user base.
  • Troubleshoot, document, and solve basic hardware, software, and connectivity issues independently.
  • Read, and understand clear reference documentation to assist in troubleshooting issues.
  • Follow rigorous checklists for task oriented work, such as workstation setup, and account maintenance.
  • Work independently or with a team on project oriented work.
  • Provide high levels of customer service to internal clients.
  • Learn new skills and actively develop toward a Desktop Support Analyst 2.


  • Minimum of 2 years’ experience (or equivalent schooling) in a Desktop Support role, system administrator role, or a software support analyst.
  • Basic Windows OS experience including Microsoft and Apple operating systems.
  • Basic Networking knowledge.
  • Basic hardware knowledge including: laptops, desktops, servers, switches, and routers.
  • Microsoft Office experience (Office 365 is a plus)
  • Knowledge of cabling and termination standards and experience working with Cat 5, Cat 5e and Cat 6 fiber terminations.
  • Experience with current Internet Technologies/ protocols (TCP/IP, XML, HTTP, HTTPS, SFTP, and Application Servers) a plus.
  • Solid methodical troubleshooting skills.
  • Customer Service experience.


  • Works independently and as a team member in a high performance 24/7 availability environment.
  • Working level of Documentation Skills, documents configurations, and project updates.
  • Implements solutions within the context of higher-level requirements.
  • Applies effective time management skills and can handle multiple tasks/projects effectively.
  • Uses experience and seasoned judgment to suggest approaches that optimize among customer needs, business constraints, and technological realities.
  • Stays current with industry trends and standards as well as how to integrate these into the Desktop Support service catalog.
  • Works effectively in a fast paced environment. Performs multiple tasks concurrently on tight timelines.
  • Quickly gains basic understanding or working knowledge in new technical areas.
  • Monitor, manage and resolve customer issues as well as coordinating service with customers; engage or escalates to vendors for service restitution as appropriate.

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