IT Helpdesk Support Officer

Community Health Service Ltd; City of Melbourne; Presencial; AUD 69 000 - 84 000; Tempo integral

Resumo da oferta

healthAbility is hiring an IT Helpdesk Support Officer to keep daily technology running smoothly. You will support desktop, laptop, mobile devices and meeting room tech, working between staff and vendors to resolve issues quickly and maintain secure configurations.

Responsibilities include onboarding/offboarding, managing access across MS 365, Entra ID and AD, and contributing to documentation and cyber security initiatives while collaborating with cross-functional teams.

Qualificações

• Bachelor’s degree or diploma in IT or related field, or equivalent minimum 2 years’ service desk experience.
• Experience supporting Level 1/2 IT issues in a professional environment, preferably not-for-profit.
• Strong communication and ability to simplify technical concepts for non-technical staff.

Responsabilidades

• Provide Level 1 and 2 IT support for desktops, laptops, mobile devices and meeting room tech.
• Manage service desk incidents, ensuring timely response for on-site and remote staff.
• Configure and maintain endpoint devices and onboarding/offboarding processes.
• Administer user accounts and access across Microsoft 365, Entra ID, and AD.
• Support endpoint security, patching, software deployment and compliance.
• Maintain IT asset and licensing records for governance and audits.
• Assist with network, security operations and incident response activities.
• Develop technical docs, guides and knowledge base for self-service.

Conhecimentos

Customer focus

MS 365 admin

Endpoint security

MDM

Networking basics

ITSM

Communication

AI tools

Formação académica

IT/CS degree or diploma

Ferramentas

Entra ID (Azure AD)

Active Directory

Exchange Online

Teams

SharePoint/OneDrive

Intune

Descrição da oferta de emprego

• $76,170 + super + NFP salary packaging + leave loading
• Permanent, full-time opportunity

Who are we?
healthAbility, as the name suggests, plays a unique and valuable role in the health system. We work to address the root causes of vulnerability, prevent disease and promote lifelong health outcomes, empowering people in our community to live their best life.

Our role is also supporting people to self-manage long-term health conditions, such as diabetes and mental health challenges, with multidisciplinary teams delivering community-based programs in a comfortable setting. We also support people, including older people and people with disability, to stay living at home longer and to live well in their community.

Our broad range of primary health services, care management and in home and community support services can be tailored to an individual’s needs and with major hubs in Box Hill and Eltham, these services can be delivered locally, in the Eastern and North Eastern suburbs of Melbourne.

Why work with us?
Although our clients are at the heart of what we do and we strive to positively impact our communities and those who need it most, the wellbeing of our employees is just as important.

When joining healthAbility’s supportive, kind, caring and ethical culture, you are welcomed by multi-disciplinary teams passionate about the health and wellbeing of clients and communities, from prevention through to specialist care, and passionate about continually learning and building on their areas of expertise. We embrace this passion and are values driven, offering careers with meaning and environments that are flexible, evolving, creative and connected.

healthability is proud to be an equal opportunity employer.We promote a workplace that actively seeks to include, welcome and value unique contributions of all people. This means we encourage Aboriginal and Torres Strait Islanders, people with disabilities, LGBTIQ+ and from culturally diverse backgrounds to apply for this job, with age being no barrier.

Job Description

The IT Helpdesk Support Officer keeps healthAbility's day-to-day technology running smoothly, looking after the systems, identity platforms and endpoint services that staff rely on every day. Sitting between internal teams, business stakeholders and external vendors, this role makes sure problems get sorted quickly, access permissions stay properly controlled, and the wider IT environment stays secure, dependable and clearly documented.

Responsibilities include but are not limited to:

• Provide Level 1 and Level 2 IT support across desktops, laptops, mobile devices, Microsoft 365 applications, peripherals and meeting room technology.
• Manage and resolve service desk incidents and requests, ensuring timely support and a positive user experience for office-based, remote and executive staff.
• Provision, configure and maintain endpoint devices, including onboarding and offboarding activities for employees.
• Administer user accounts, permissions and access across Microsoft 365, Entra ID (Azure AD), Active Directory and business applications.
• Support endpoint security through device management, patching, software deployment and compliance activities.
• Maintain accurate IT asset, software licence and configuration records to support governance and audit requirements.
• Assist with Microsoft 365, network and security operations, including troubleshooting connectivity issues and supporting incident response activities.
• Liaise with technology vendors and service providers to manage support requests, procure equipment and resolve technical issues.
• Develop and maintain technical documentation, user guides and knowledge-base resources to support staff self-service and continuous improvement.
• Contribute to IT projects, system upgrades and process improvement initiatives that enhance service delivery and cyber security.

Desired Skills and Experience

Skills & Experience:

Bachelor's Degree or Diploma in Information Technology, Computer Science, or a related field; or equivalent demonstrated minimum 2 years' experience providing Level 1 and Level 2 service desk, endpoint, and system support in a professional environment, preferably within health, community services or the not-for-profit sector.

• Customer-focused approach with calm, professional handling of urgent or competing priorities.
• Practical experience executing operating system and application patch management programs.
• Strong working knowledge of Microsoft 365 administration: Entra ID (Azure AD), Active Directory, Exchange Online, Teams, SharePoint, OneDrive, Intune.
• Experience administering endpoint management and security platforms.
• Experience with Mobile Device Management (MDM) platforms.
• Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, LAN/WLAN.
• Experience operating an ITSM ticketing system, with demonstrated SLA management capability.
• Excellent interpersonal, written, and verbal communication skills with the ability to translate technical concepts for non-technical audiences.
• Solid grasp of AI-assisted tools and concepts, using platforms like Microsoft Copilot responsibly to help with troubleshooting, documentation, and improving processes.
• Industry certifications such as CompTIA A+, Microsoft Certifications, ITIL 4 Foundation, or equivalent, are desirable.
• Current Victorian Driver's Licence (travel between sites is a component of the role).