ICT Support Specialist

TLC Healthcare; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Free breakfast

Gym membership

Private health insurance discount

EAP

Novated leasing

Shopping portal discounts

Career development

Collaborative culture

Job summary

TLC Healthcare is seeking an ICT Support Specialist to join our Melbourne ICT team. You will be the first point of contact for Level 1/2 IT support across healthcare, childcare, and corporate operations, delivering responsive technical assistance and enabling smooth daily operations.

You will work in a Citrix and Microsoft environment, manage service desk requests, assist with device onboarding, and support meeting room tech across multiple sites with a focus on customer service excellence.

Qualifications

• Experience in Level 1/2 IT Support, Service Desk or Desktop Support.
• Qualifications in Information Technology or a related discipline.
• Strong troubleshooting and diagnostic skills.
• Excellent communication and stakeholder management skills.
• Solid understanding of ITIL principles and service management practices.
• Experience troubleshooting VOIP, LAN/WAN and wireless networks.

Responsibilities

• Provide Level 1 and Level 2 IT support via phone, email and ticketing systems.
• Troubleshoot and resolve hardware, software and user access issues.
• Support laptops, desktops, thin clients, mobile devices and peripherals.
• Configure and deploy devices for new starters.
• Support meeting room technology, AV equipment and specialised devices.
• Manage user accounts, permissions and access requests.
• Record, update and resolve tickets in line with service standards.
• Work closely with stakeholders across healthcare, childcare, corporate and operational environments.
• Participate in a rotating after-hours support roster.
• Identify opportunities to improve systems, processes and user experience.

Skills

Problem-solving

Customer service

Communication

ITIL knowledge

Stakeholder management

VOIP networks

Education

IT qualifications in related discipline

Tools

Microsoft 365

Apple Business Manager

MDM solutions

Freshservice

Citrix environment

Job description

Join TLC Healthcare's growing ICT team and play a key role in supporting the technology that keeps our healthcare, aged care, childcare and corporate operations running smoothly.

Based at our modern St Kilda Road office overlooking Albert Park Lake, this is a hands-on role where you'll provide Level 1 & 2 support to users across multiple sites and business divisions. If you're a customer-focused IT professional who enjoys solving problems, building relationships and working in a fast-paced environment, we'd love to hear from you.

Why Join TLC Healthcare?

TLC Healthcare is an Employer of Choice for nine consecutive years and Australia's first fully integrated healthcare provider. We are committed to creating a positive workplace where our people can thrive.

What we offer:

• Free chef-prepared breakfast every Monday and Friday
• Complimentary gym membership
• Discounted private health insurance
• Employee Assistance Program (EAP)
• Novated leasing options
• Exclusive employee discounts through our TLC Shopping Portal
• Ongoing learning, development and career growth opportunities
• A supportive and collaborative team culture

About the Role

As our ICT Support Specialist, you'll be the first point of contact for IT support requests across the business, delivering responsive and professional technical assistance to a diverse range of users.

You'll support a Microsoft and Citrix environment, manage service desk requests, troubleshoot technical issues, and assist with hardware deployment and onboarding activities.

Key Responsibilities

• Provide Level 1 and Level 2 IT support via phone, email and ticketing systems
• Troubleshoot and resolve hardware, software and user access issues
• Support laptops, desktops, thin clients, mobile devices and peripherals
• Configure and deploy devices for new starters
• Support meeting room technology, AV equipment and specialised devices
• Manage user accounts, permissions and access requests
• Record, update and resolve tickets in line with service standards
• Work closely with stakeholders across healthcare, childcare, corporate and operational environments
• Participate in a rotating after-hours support roster
• Identify opportunities to improve systems, processes and user experience

About You

You enjoy helping people, thrive on problem-solving, and take pride in delivering exceptional customer service.

To be successful, you'll have:

• Experience in a Level 1/2 IT Support, Service Desk or Desktop Support role
• Qualifications in Information Technology or a related discipline
• Strong troubleshooting and diagnostic skills
• Excellent communication and stakeholder management skills
• Solid understanding of ITIL principles and service management practices
• Experience troubleshooting VOIP, LAN/WAN and wireless networks

Experience supporting:

• Microsoft 365
• Apple Business Manager and MDM solutions
• Service desk platforms such as Freshservice

Highly regarded:

• Experience supporting multi-site organisations
• Exposure to healthcare, aged care or other highly regulated environments

Compliance Requirements

• NDIS Clearance Check
• Three COVID-19 vaccinations
• Full Australian working rights

We are an organisation with a strong sense of purpose that celebrates diversity, inclusion and embodies our core values of respect, accountability, excellence, collaboration, integrity and innovation.

Our culture is based on a supportive team environment where people thrive and achieve their best professionally

At TLC, we are committed to fostering a diverse, equitable, and inclusive environment where all individuals are respected, valued, and empowered. We believe that embracing different perspectives strengthens our organisation and enhances our ability to serve our communities with integrity and compassion.

As part of our recruitment process, you may be required to complete a pre-employment psychometric and medical assessment.