Healthcare IT Support Specialist (Onsite)

Mercy Health; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

Mercy Health is seeking a Technical Support Officer to deliver reliable 1st and 2nd line IT support across multiple Mercy Health sites, including Werribee Mercy Hospital and Heidelberg. You will diagnose, troubleshoot, and resolve end-user issues, support the standard operating environment, and assist with deployments of hardware and software in a hands-on, customer-facing role.

The role requires strong communication, compassion, and a proactive approach to customer support, with travel across

Qualifications

• Time management, organisational and communication skills.
• Compassionate, flexible and proactive customer support.
• Ability to build respectful, collaborative team relationships.
• Experience supporting end-user computing environments including desktops, laptops, peripherals and mobile devices in a healthcare setting.
• Exposure to Microsoft 365 applications, Exchange Online, SharePoint and OneDrive.
• Experience supporting Active Directory and/or Entra ID user and device management tasks.
• Familiarity with IT service management processes and ITSM tools such as ServiceNow or similar.
• Strong verbal and written communication skills, with the ability to explain technical information to non-technical users.

Responsibilities

• Provide reliable 1st and 2nd level technical support to end users across Mercy Health.
• Diagnose and troubleshoot common end-user technology issues within the SOE.
• Assist with deployment and support of hardware, software and modern workplace technologies.
• Deliver high-quality IT services across multiple Mercy Health facilities.
• Maintain documentation and follow service standards and procedures.
• Support ITSM processes and incident/ service request handling.

Skills

Time management

Organisational skills

Communication skills

Customer support

Healthcare IT experience

Verbal and written communication

End-user computing support

Education

Tertiary IT qualification

Relevant work experience in IT

Tools

Microsoft 365

Exchange Online

SharePoint

OneDrive

Active Directory/Entra ID

ITSM tools (ServiceNow)

Job description

Mercy Health is seeking a Technical Support Officer to deliver reliable 1st and 2nd line IT support across multiple Mercy Health sites, including Werribee Mercy Hospital and Heidelberg. You will diagnose, troubleshoot, and resolve end-user issues, support the standard operating environment, and assist with deployments of hardware and software in a hands-on, customer-facing role.

The role requires strong communication, compassion, and a proactive approach to customer support, with travel across