ICT Operations Support Officer

Melbourne Citymission Inc.; Melbourne; Hybrid; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Salary packaging

Learning & development

Culture of improvement

Inclusive employer

Job summary

Melbourne City Mission is seeking an ICT Operations Support Officer to ensure stable, efficient IT services across multiple sites. You will handle Level 1/2 service desk requests, troubleshoot end-user devices, and assist with deployments and onboarding, both in person and remotely.

You will contribute to knowledge base articles, support infrastructure upgrades, and uphold Essential 8 and NIST compliance. The role requires excellent communication, problem-solving, and the ability to travel

Qualifications

• 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 travel to various locations for onsite support
• ITIL certification or equivalent knowledge of ITIL processes

Responsibilities

• 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

Skills

IT support

End-user support

Communication skills

Problem solving

Team collaboration

Remote and onsite support

ITIL knowledge

Job description

Melbourne City Mission – South Melbourne VIC

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 the Opportunity

About you

We are looking for someone who can:

• 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

Essential:

• 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

Applications for this role will close on 6 November 2026

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.