IT Support Specialist

Here at Appian, our values of Intensity and Excellence define who we are. We set high standards and live up to them, ensuring that everything we do is done with care and quality. We approach every challenge with ambition and commitment, holding ourselves and each other accountable to achieve the best results. When you join Appian, you’ll be part of a passionate team dedicated to accomplishing hard things, together.

Our Business Technology team is looking for an IT Support Specialist who is customer-oriented, analytical, and has an interest in partnering with our software development organization on their infrastructure. This role is onsite at our Sydney CBD office.

Responsibilities of the IT Support Specialist:

• Desktop Administration: Assist with the administration of both Windows and Mac desktop operating systems.

• Productivity Improvement: Enhance Appian's overall productivity through technical support and solutions.

• Initial Technical Support: Provide primary technical assistance to Appian's global employees via the Service Desk case management system.

• Mission-Critical Issue Resolution & Documentation: Offer on-call support for critical issues, meticulously documenting solutions within the case management system.

• Escalation Support: Provide advanced support to Business Technology team across the service desk.

• System Enhancement: Contribute to improving overall system security, performance, and availability.

• Hardware and Software Lifecycle Management: Assist with the complete lifecycle management of end-user hardware and software inventory.

• Audio and Video Support: Provide technical assistance for audio and video requests and events.

• Inventory Management: Maintain a well-organized inventory system for all equipment.

Documentation Management:

• Maintain and continuously contribute to a comprehensive repository of technical documentation.

• User Problem Analysis: Perform various basic user problem analyses for the Customer Service Desk, monitoring application systems to ensure prompt and appropriate responses to customer requests and issues.

Required Competencies:

• Advanced Desktop OS Administration: Demonstrated advanced proficiency in desktop operating system administration.

• Communication Skills: Exceptional verbal and written communication abilities.

• Problem-Solving Skills: Strong problem-solving skills, including the ability to independently resolve technical issues, with a keen attention to detail.

Basic Qualifications:

• B.S. in Engineering, Information Systems, Computer Science, or a related field.

• Ability to work nights or weekends, as needed, to perform regular onsite maintenance or on-call duties.

• Three (3) years of relevant experience in information technology services.

• Ability to lift up to 22.5kgs.

Tools and Resources

• Training and Development: During onboarding, we focus on equipping new hires with the skills and knowledge for success through department-specific training. Continuous learning is a central focus at Appian, with dedicated mentorship and the First-Friend program being widely utilized resources for new hires.

• Growth Opportunities: Appian provides a diverse array of growth and development opportunities, including our leadership program tailored for new and aspiring managers, a comprehensive library of specialized department training through Appian University, skills based training, and tuition reimbursement for those aiming to advance their education. This commitment ensures that employees have access to a holistic range of development opportunities.

• Community: We’ll immerse you into our community rooted in respect starting on day one. Appian fosters inclusivity through our 8 employee-led affinity groups. These groups help employees build stronger internal and external networks by planning social, educational, and outreach activities to connect with Appianites and larger initiatives throughout the company.

Benefits

Appian offers a comprehensive benefits package designed to support your health, wellbeing, and financial future. Benefits may include health coverage, Employee Assistance Program (EAP) with free mental health support, life and disability insurance, an Employee Stock Purchase Program (ESPP), a retirement/pension plan, wellness dollars, tuition reimbursement, family-forming benefits and more. Benefits vary by country—please ask your Talent Acquisition contact for details specific to the location you are applying to.

About Appian

Appian provides process automation technology. We automate complex processes in large enterprises and governments. Our platform is known for its unique reliability and scale. We’ve been automating processes for 25 years and understand enterprise operations like no one else. For more information, visit appian.com. [Nasdaq: APPN]

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Appian is an equal opportunity employer that strives to attract and retain the best talent. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law.

Appian provides reasonable accommodations to applicants in accordance with all applicable laws. If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected]. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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