IT Coordinator SA

Lumia Care; City of Burnside; On-site; AUD 55,000 - 75,000; Full time

Job summary

Lumia Care in Dulwich, SA is seeking an IT Service Desk professional to act as the central helpdesk across multiple systems, triaging and resolving Level 1-2 incidents, provisioning access, and coordinating with MSP and vendors to keep operations running.

Based at our Dulwich office, you will contribute to knowledge base, monitor core systems, and support onboarding and offboarding while delivering reliable IT support across teams and locations.

Qualifications

• Experience in a helpdesk, IT support or service desk role with Level 1-2 troubleshooting across hardware, software and user access.
• Ability to work across multiple business applications in a busy environment.
• Methodical, detail-focused approach and sound judgement on when to resolve and when to escalate.
• Strong communication skills and a genuine service mindset — you make users feel supported.
• Ability to juggle competing priorities while keeping records accurate and consistent.
• Collaborative, accountable attitude and a commitment to continuous improvement.
• Desirable: a tertiary qualification in Information Technology, Systems Administration or related discipline.

Responsibilities

• Act as the primary point of contact for IT support — logging, triaging and resolving Level 1 and 2 incidents and requests, escalating to MSP or vendors where needed.
• Provision user accounts, devices and system access to support onboarding and offboarding.
• Prioritise and manage tickets in line with service expectations and operational impact, keeping users informed through to resolution.
• Identify recurring issues and contribute to root-cause resolution with internal teams and vendors.
• Support day-to-day operation of core systems — monitoring health and usage, addressing issues before they impact operations.
• Manage device readiness, including setup, troubleshooting and lifecycle management.
• Coordinate resolution across multiple vendors and the MSP where system ownership is distributed.
• Build and maintain knowledge base articles and user guides, and uplift IT support across teams and locations.

Skills

Helpdesk experience

IT support

Service desk

Troubleshooting

Strong communication

Record keeping

Team collaboration

Education

Tertiary qualification in Information Technology

Job description

About The Role

Reporting to the IT Service Delivery Lead, you'll operate as the central helpdesk function across a complex, multi-brand systems environment spanning core care, HR, rostering and finance platforms, plus a range of corporate and legacy applications. You'll triage and resolve issues, manage access, and coordinate with our internal teams, vendors and managed service provider (MSP) to keep everything running.

This is a hands-on, high-impact role for someone who takes pride in reliable execution and genuinely enjoys helping people. Based at our Dulwich SA office, you'll be at the heart of how Lumia Care delivers technology to its people.

What You'll Be Doing

• Acting as the primary point of contact for IT support — logging, triaging and resolving Level 1 and 2 incidents and requests, escalating to MSP or vendors where needed
• Provisioning user accounts, devices and system access to support smooth onboarding and offboarding
• Prioritising and managing tickets in line with service expectations and operational impact, keeping users informed through to resolution
• Identifying recurring issues and contributing to root-cause resolution with internal teams and vendors
• Supporting day-to-day operation of core systems — monitoring health and usage, and addressing issues before they impact operations
• Managing device readiness, including setup, troubleshooting and lifecycle management
• Coordinating resolution across multiple vendors and the MSP where system ownership is distributed
• Building and maintaining knowledge base articles and user guides, and helping uplift IT support across teams and locations

What you'll bring

• Experience in a helpdesk, IT support or service desk role, with solid Level 1-2 troubleshooting across hardware, software and user access
• Confidence working across multiple business applications and platforms in a busy environment
• A methodical, detail-focused approach and sound judgement on when to resolve and when to escalaf
• Strong communication skills and a genuine service mindset — you make users feel supported
• The ability to juggle competing priorities while keeping records accurate and consistent
• A collaborative, accountable attitude and a commitment to continuous improvement
• A tertiary qualification in Information Technology, Systems Administration or a related discipline (desirable)

If this feels like the right place for you, we’d love to hear from you.