ICT Operation Support Officer

Melbourne Citymission Inc.; Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Diverse and inclusive organisation

Salary packaging benefits

Learning and development environment

Culture of continuous improvement

Travel opportunities

Job summary

Melbourne Citymission Inc. is seeking an ICT Operations Support Officer to join our ICT operations team across multiple sites in Melbourne.

You will deliver Level 1 and 2 service desk support for hardware, software, mobile devices and cloud services, with a mix of onsite and remote assistance for staff. Ideal candidates have at least 2 years in IT support, strong communication and troubleshooting skills, and knowledge of ITIL, Essential 8 and NIST.

Qualifications

• Minimum 2 years in IT support or service desk roles
• Strong hardware, software, and basic networking knowledge
• Experience with onsite and remote staff support
• ITIL awareness or certification
• Ability to travel to multiple locations

Responsibilities

• Deliver frontline ICT support for hardware, software, mobile devices, and cloud services across multiple sites
• Act as a first point of contact for end-user ICT queries via phone, in-person, or through the service desk tool
• Provide general support for MCM-issued hardware and software including desktops, laptops, mobile devices, printers, and AV equipment
• Assist with device deployment and user onboarding/offboarding, ensuring compliance with ICT standards
• Provide operational support for hardware, software, and network systems
• Troubleshoot issues with end-user devices, network connectivity, and peripherals
• Deliver IT support both in-person and remotely across all MCM locations
• Develop and update knowledge base articles to empower user self-service
• Contribute to IT infrastructure projects, such as upgrades, migrations, and new implementations
• Adhere to ITIL standards for incident, request, and problem management
• Maintain adherence to Essential 8, NIST requirements, and other relevant compliance frameworks

Skills

IT support

Service desk

Communication

Troubleshooting

Remote support

Team collaboration

Education

ITIL certification

Job description

Competitive Base Salary + Super + Salary Packaging

The ICT Operations Support Officer is a key member of the ICT operations team, responsible for maintaining the stability, efficiency, and reliability of IT operations across the organisation. The role delivers Level 1 and Level 2 service desk support, providing both proactive and responsive assistance to all MCM Group business units. This includes a mix of onsite and remote support for staff across all MCM Group locations.

About you

• Deliver high-quality frontline ICT support for hardware, software, mobile devices, and cloud services across multiple sites
• Act as a first point of contact for end-user ICT queries via phone, in-person, or through the service desk tool
• Provide general support for MCM-issued hardware and software including desktops, laptops, mobile devices, printers, and AV equipment
• Assist with device deployment and user onboarding/offboarding, ensuring compliance with ICT standards
• Provide operational support for hardware, software, and network systems
• Troubleshoot issues with end-user devices, network connectivity, and peripherals
• Deliver IT support both in-person and remotely across all MCM locations
• Develop and update knowledge base articles to empower user self-service
• Contribute to IT infrastructure projects, such as upgrades, migrations, and new implementations
• Adhere to ITIL standards for incident, request, and problem management.
• Maintain adherence to Essential 8, NIST requirements, and other relevant compliance frameworks

Benefits of working with MCM include:

• Diverse and inclusive organisation
• Attractive Salary Packaging benefits
• Supportive learning and development environment
• Culture of continuous improvement
• Proven experience in IT support within service desk, customer service and operational roles, minimum of 2 years of experience
• Strong technical knowledge of hardware, software, and basic networking
• Excellent communication and problem-solving skills
• Ability to work collaboratively in a fast-paced support environment
• Demonstrated troubleshooting and resolution skills for remote and onsite issues
• Demonstrated initiative, flexibility and a commitment to continuous improvement
• ITIL certification or equivalent knowledge of ITIL processes
• Ability to travel to various locations for onsite support

Screening Criteria:

• National Police check
• International Police check
• Working with Children check
• Valid Victorian Drivers license
• Right to Work in Australia

About MCM

MCM is an inclusive and equal opportunity employer with a strong commitment to safety. MCM embraces differences because we know that diversity and inclusion help us to attract, recruit, engage and retain talented people. We are a leading not-for profit-for-purpose organisation that offer a broad range of services in Disability, Homelessness, Palliative Care and Education.

Our commitment to Safety

MCM is committed to the safety of its clients and employees, taking a zero-tolerance approach to violence within the workplace and abuse, including child abuse and abuse of people with disability. All employees are required to comply with the Child Safe Standards.

Our commitment to Diversity, Inclusion & Equity of Access

At MCM we embrace our differences because we know that diversity helps us to innovate and make the biggest impact possible. Our DEI Strategy supports and drives an inclusive workplace culture. We embrace the learning opportunities that come with authentic commitment to equity of access for all. We particularly encourage Aboriginal and Torres Strait Islander candidates to apply.