Digital Systems Support Partner - Hybrid

OHV; Melbourne; On-site; AUD 63,000 - 77,000; Full time

Benefits offered by this job

Salary packaging

5 weeks annual leave

Extra day off every month

Carlton location

Job summary

Oral Health Victoria is seeking a Digital Systems Support Partner to join the ICT team and provide hands-on, in-person support within a clinical environment.

You'll be embedded as a digital partner, resolving Level 1-2 issues, supporting Windows, Microsoft 365, AD basics, and ITIL workflows while building strong staff relationships. This full-time role is based in Carlton, Victoria, with excellent leave and salary packaging.

Qualifications

• Proven experience in Level 1-2 ICT support (in-person and remote).
• Strong communication skills – able to translate technical issues into plain language.
• Experience with Windows 10/11 environments.
• Experience with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
• Active Directory / Azure AD basics.
• End-user devices (laptops, mobiles, printers, peripherals).
• Familiarity with ITSM tools and ITIL practices.
• Ability to prioritise work and manage conflicting demands.

Responsibilities

• Be first point of contact for ICT support (Level 1-2) on your floor.
• Provide face-to-face and remote support for hardware, software, and devices.
• Deliver rapid resolutions for issues in M365, endpoints, printing, and AV.
• Conduct regular digital rounds to support staff and spot recurring issues.
• Log and manage tickets per ITIL practices and service standards.
• Assist onboarding/offboarding, device setup, and workplace moves.
• Maintain documentation, knowledge articles, and support guides.
• Contribute to continuous improvement and system enhancements.
• Collaborate with Statewide Systems and Enterprise Teams to resolve complex issues.

Skills

Level 1-2 ICT support

Communication

Windows 10/11

Microsoft 365

AD basics

End-user devices

ITSM / ITIL

Prioritisation

Job description

• 2 x full-time permanent position
• 5 Weeks of Annual Leave and monthly Accrued Days Off
• Annual Salary: $69,677 +12%Super + Salary Packaging

Oral Health Victoria is the leading public oral health agency in Victoria. Our aim is to improve the oral health of all Victorians, particularly vulnerable groups and those most in need. We provide Victorians with quality oral health care through the Royal Dental Hospital of Melbourne and work collaboratively with other sectors to deliver oral health promotion programs to benefit all Victorians.

About the role:

We're looking for a people-focused Digital Systems Support Partner to join our ICT team at Oral Health Victoria.

This isn't your typical Service Desk role.

You’ll be embedded within a business area as a trusted digital partner, providing hands-on, in-person support while building strong relationships with clinicians and staff. You’ll help improve how technology supports patient care by understanding workflows, solving problems at first contact, and proactively identifying opportunities for improvement.

What You'll Be Doing

• Be the first point of contact for ICT support (Level 1-2) in your allocated floor/area
• Provide face-to-face and remote support for hardware, software, and workplace technologies
• Deliver fast, effective resolutions for issues across M365, endpoints, printing, and AV
• Conduct regular "digital rounding" to support staff and identify recurring issues
• Log and manage tickets in line with ITIL practices and service standards
• Support onboarding/offboarding, device setup, and workplace moves
• Maintain clear documentation, knowledge articles, and support guides
• Contribute to continuous improvement initiatives and system enhancements
• Work closely with Statewide Systems team and the Enterprise Systems & Infrastructure teams to resolve complex issues

About you:

• Proven experience in Level 1-2 ICT support (in-person and remote)
• Strong communication skills - able to translate technical issues into plain language
• Experience with:
• Windows 10/11 environments
• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Active Directory / Azure AD basics
• End-user devices (laptops, mobiles, printers, peripherals)
• Familiarity with ITSM tools and ITIL practices
• Ability to prioritise work and manage competing demands

Success in This Role Looks Like:

• High first-contact resolution rates
• Positive feedback from staff and stakeholders
• Reduced recurring issues through proactive improvements
• High-quality ticket documentation and knowledge sharing

Why work for OHV:

• Meaningful work to deliver innovation that changes the way we care for people in Victoria.
• Access to salary packaging benefits
• 5 weeks of annual leave and an extra day off every month! That's more than 7 weeks off every year.
• Amazing Carlton location! Great coffee and restaurants are less than a 5-minute walk to Lygon Street.

We acknowledge that diversity increases our ability to transform and achieve better health outcomes therefore we encourage applications from Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds, all members of the LGBTQI community, and people with disability.

OHV is committed to child safety and well-being and has zero tolerance for child abuse and harm. We provide an inclusive and welcoming environment where cultural safety for children is promoted and practiced.

OHV is a public health service and requires employees to be vaccinated in accordance with policies published by the Department of Health and/or public health orders issued by the government. The government requires all healthcare workers (which includes all OHV employees) to be vaccinated for COVID-19.