IT Support Analyst

Job description:

Play a key role in keeping CAA running smoothly and New Zealand's skies safe through proactive, people-first digital support.

Permanent, full-time role based in Auckland within a supportive team.

About US

At the Civil Aviation Authority, we don't just keep New Zealand's skies safe and secure, we help shape the future of aviation.

As the industry evolves, so do we, through innovative technology, new ways of working, and a team of people who are passionate about what they do.  

Now's the time to get on board. We're building a forward-thinking, modern CAA, and we need people who want their work to matter. People who thrive on challenges, value collaboration, and want to make a positive impact every day.

If you're ready to grow your career while helping keep one of New Zealand's most vital sectors safe and secure, this is your opportunity.

About the role

The Analyst, Digital Support plays a vital role in ensuring the smooth operation of all digital and technology services across CAA locations, with a strong focus on supporting people and enabling them to do their best work. This role delivers comprehensive Tier 0 to Tier 2 support across a wide range of services including desktop support, infrastructure, applications, networks, databases, security screening systems, cybersecurity, information management, and help desk functions such as call handling, chat, ticket resolution, and mailbox management.

Beyond resolving technical issues, the role is about building trusted relationships and providing a positive experience for CAA staff through clear communication, empathy, and proactive support. A key aspect of this position is maintaining a visible on-site presence including daily walk-throughs to assess system performance, identify opportunities to improve the user experience, and offer real-time assistance to colleagues.

The salary band for the Analyst, Digital Support starts at $83,600 to $102,302. Starting salaries are to be based on knowledge, skills and experience the successful candidate brings to the role, as well as internal relativities.

What you'll bring to the team

You're passionate about technology and delivering excellent customer service with strong communication skills. With a few years' experience and solid knowledge of Microsoft operating systems and applications.

Your key strengths:

• Proven ability to act as the initial point of contact for IT support, resolving a variety of technical issues with confidence and efficiency.
• Foundational understanding of digital environments, including infrastructure, networks, and applications, with experience supporting diagnostics and issue resolution.
• Strong interpersonal and communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
• Awareness of cybersecurity principles and a proactive approach to maintaining system integrity and information security.
• Ability to be able to be participate On-call support from time to time.
• Full clean New Zealand Drivers Licence essential.

Why Join Us?

At CAA, you'll be part of a purpose-driven organisation where your work has real impact. This is more than a job it's a chance to shape the future of aviation in Aotearoa. We foster a safe, inclusive, and collaborative environment that values diverse perspectives and forward-thinking ideas. You'll also benefit from:

• A people-first culture that prioritises wellbeing.
• Exposure to a dynamic public sector environment, providing unique insight and national-level experience.
• Enjoy five weeks' annual leave, generous sick leave, employer KiwiSaver contributions up to 4%, parental leave support, discounted health and life insurance, wellbeing initiatives, vision assistance, and a strong focus on diversity and inclusion.
• Being part of a supportive team that values innovation, continuous learning, and making a real difference.
• We live our values of
  professionalism
  ,
  integrity
  ,
  transparency
  ,
  respect
  , and
  collaboration
  every day creating an environment where people feel supported, valued, and inspired to make a difference.

How to Apply?

Ready to bring your skills to a role with real impact?

Apply online with your CV and a tailored cover letter that tells us why you're a great fit. Your cover letter is an important part of our process-so don't hold back.

We're happy to support any accessibility needs throughout the recruitment process. Just let us know how we can help.

For more information on the role please view the position description or contact the Recruitment team at 

Please apply via our Careers site. We are unable to consider email applications.

Applications close: Saturday 1st November 2025