About NPS
As one of AFR’s Top 100 Fastest Growing Companies, a dual winner of the Victorian Training Awards for Apprenticeship Development (2022 & 2023), and a leader in our chosen fields, New Plumbing Solutions (NPS) continues to grow across Australia.
From humble beginnings, NPS has grown into a national organisation supporting water authorities, government, utilities and commercial customers through innovative plumbing, maintenance, metering and digital solutions.
At NPS, our people are at the centre of everything we do. We pride ourselves on being Progressive, Responsive, Play as a Team and Giving a Sh*t – values that aren’t just words on a wall, but how we work every day.
About The Role
We are looking for an approachable, agile and customer-focused IT Support Analyst to become the face of IT support across our national business.
This is not a role where you’ll sit behind a screen all day. You’ll be out on the floor, building relationships, helping people solve problems, supporting our operational teams and ensuring technology enables our people to do their best work.
Reporting to the Chief Technology Officer, you’ll be the primary point of contact for IT support across NPS, providing both hands-on and remote support while maintaining our Microsoft 365 and end-user technology environment.
You’ll play a critical role in delivering a positive employee experience by making technology simple, accessible and reliable for our people.
What You’ll Be Doing
- Providing Level 1 & 2 IT support across the business
- Building strong relationships with employees across all levels and locations
- Walking the floor and proactively identifying opportunities to help users
- Supporting laptops, mobile devices, iPads and Microsoft 365 applications
- Managing onboarding and offboarding technology requirements
- Supporting Microsoft Intune, Entra ID, Teams and Exchange Online
- Managing user accounts, licences and access permissions
- Coordinating and escalating complex issues with external service providers
- Monitoring device compliance, security and endpoint protection
- Identifying opportunities to improve user experience and service delivery
- Assisting with technology projects and continuous improvement initiatives
- Using AI-enabled tools and modern technologies to diagnose issues faster, automate routine tasks and enhance the employee experience
About You
We’re looking for someone who genuinely enjoys helping people and takes pride in providing outstanding customer service.
You’ll be technically capable, but equally important is your ability to build trust, communicate clearly and create positive experiences for our people.
You’ll likely bring:
- 3-5 years’ experience in IT Support, Service Desk or End User Computing roles
- Strong Microsoft 365 administration experience
- Confidence using AI tools (e.g. Copilot or similar) to support troubleshooting, research and continuous improvement
- Experience supporting users across both office and operational environments
- Exposure to Microsoft Intune, Entra ID and endpoint management
- Strong troubleshooting and problem-solving skills
- Excellent communication and stakeholder management capability
- A proactive and solutions-focused mindset
- The ability to work independently while remaining highly collaborative
Why Join NPS?
- Join a growing national business where technology plays a critical role in enabling our people and operations
- Be part of a supportive and collaborative team environment
- Work closely with leaders across the business and have genuine influence
- Opportunity to contribute ideas and drive continuous improvement
- Flexible and varied role with exposure to multiple technologies and business functions
- A culture built around trust, accountability and doing great work together
Our Values Matter
At NPS, cultural fit is just as important as technical capability.
You’ll be someone who:
Progressive – Looks for better ways of working and embraces change.
Responsive – Takes ownership and follows through.
Play as a Team – Builds strong relationships and supports others to succeed.
Give a Sh*t – Cares about people, quality and delivering a great experience.
If you’re someone who enjoys solving problems, helping people and making technology work better for everyone, we’d love to hear from you.
