Desktop Support Officer -Melbourne, Vic, Australia

Axiom Technologies Pty Ltd.; Melbourne; On-site; AUD 86,000 - 99,000; Full time

Benefits offered by this job

Market-leading superannuation

Structured shift hours

Public transport access

Job summary

Monash University is seeking a Desk­top Support Officer to maintain and support AV and learning-space technology across Caulfield and other Monash campuses.

You will provide front-line technical support for AV and IT issues, serving academic staff, professionals, and students. The role emphasizes fault diagnosis, issue resolution, and collaboration with the broader eSolutions team.

Qualifications

• Hands-on knowledge of AV systems (displays, switchers, control systems, audio processing) and standard desktop hardware/software.
• Commitment to delivering excellent customer service under deadlines.
• Strong analytical and fault‑finding abilities.

Responsibilities

• Provide front-line technical support for AV and IT issues in teaching, meeting, and event spaces across campus.
• Act as SME for academic staff, professional teams, and students using campus AV systems.
• Diagnose and coordinate quick-turnaround repairs for AV control systems, displays, mics, and video conferencing.
• Log and manage service tickets in Remedy and contribute to process improvements.
• Collaborate with the eSolutions team to deliver seamless IT/AV operations.

Skills

AV systems

Customer service

Problem solving

Technical diagnostics

Education

Relevant tertiary qualification

ITIL Foundation preferred

Tools

Remedy ITSM

Crestron control

Extron control

Job description

Monash Desktop Support Officer

Location: Caulfield, City, Peninsula, and Rural Campuses

Employment Type: Full-time, with a rotating roster covering standard daytime hours and afternoon shifts (1 pm–9 pm) during teaching periods

Remuneration: $86,344 - $99,179 pa HEW Level 05 (plus 17% employer superannuation)

• Amplify your impact at a world top 50 University
• Be surrounded by extraordinary ideas - and the people who discover them

Why Join Monash?

At Monash, work feels different. We combine world-class research and learning environments with a culture that values work-life balance, diversity, and genuine career development.

As part of the eSolutions team, you won't just be fixing gear; you’ll be enabling cutting-edge hybrid learning environments, collaborative research spaces, and high-profile university events.

• Market‑Leading Superannuation: 17% employer superannuation contribution, boosting your take-home value significantly above commercial standard
• Work‑Life Balance & Predictability: Structured shift hours, protected breaks, clear overtime provisions, and the stability of a leading global institution
• Convenient Location: Mainly based at our vibrant Caulfield Campus – easy access via public transport with local parking options, saving you the hassle of daily Melbourne CBD travel
• Broad Tech Exposure: Hands‑on experience across state‑of‑the‑art enterprise AV, Crestron/Extron control systems, digital signage, lecture capture, and integrated IT service infrastructure (ITIL / Remedy)

The Role

Reporting to the Senior IT Service Centre AV Team Leader, you will be a core operational presence on campus, ensuring our AV and learning space technology runs smoothly.

Key Responsibilities:

• Provide front‑line technical support (face‑to‑face and phone) to resolve AV and IT issues in teaching, meeting, and event spaces across campus
• Act as a trusted subject matter expert for academic staff, professional teams, and students using campus AV systems
• Diagnose, troubleshoot, and coordinate quick‑turnaround repairs for AV control systems, displays, microphones, video conferencing (Teams/Zoom Rooms), and connected desktop systems
• Log and manage service tickets in Remedy, contributing to continuous service improvement and technical documentation
• Collaborate across the broader eSolutions team to deliver seamless IT/AV operations

About You

You thrive in customer‑facing technical environments and take pride in keeping systems online and users supported. Whether you come from a commercial AV integration background, live production/events, or an IT service desk, you bring a diagnostic mindset and a passion for helping people.

Your Experience & Qualifications:

• Technical Skills: Sound hands‑on knowledge of AV systems (displays, switchers, control systems, audio processing) and standardized desktop hardware/software
• Customer Focus: Demonstrated commitment to delivering exceptional customer service under operational deadlines.
• Problem‑Solving Ability: Strong analytical skills with a proactive approach to fault‑finding
• Qualifications: Relevant tertiary qualification (with ITIL Foundation preferred), or equivalent substantial hands‑on industry experience
• Compliance & Flexibility: Ability to work standard shift rosters (including 1 pm–9 pm during teaching periods) and hold a valid Victorian Working With Children Check (WWCC) and hold a current Australian driver's licence, as travel between multiple Monash campuses is required

Other information

Diversity is one of our greatest strengths at Monash. We encourage applications from Aboriginal and Torres Strait Islander people, culturally and linguistically diverse people, people with disabilities, neurodivergent people, and people of all genders, sexualities, and age groups.

We are committed to fostering an inclusive and accessible recruitment process at Monash. If you need any reasonable adjustments, please contact us in an email titled 'Reasonable Adjustments Request' for a confidential discussion.

Your employment is contingent upon the satisfactory completion of all pre‑employment and/or background checks required for the role, as determined by the University.

Closing Date: Sunday 22 November 2026, 11:55 pm AEDT*