IT Service Desk Support Technician

Nurse Next Door; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Job summary

Nurse Next Door in Melbourne is seeking an IT Service Desk Support Technician to join our HeartQuarters IT team on a permanent, full‑time basis at our Hawthorn office. You will provide remote and onsite support to end users across our network, helping franchise partners and staff with hardware, software and Google Workspace issues.

The role requires strong customer service, problem solving and the ability to work independently within a collaborative team.

Qualifications

• Experience delivering IT helpdesk support to end users.
• Formal IT training or certifications are preferred.
• Experience with Google Workspace and cloud services is beneficial.

Responsibilities

• Configure and maintain end user hardware and devices.
• Provide remote and on-site IT support for hardware, software and mobile devices.
• Troubleshoot issues for franchise partners in a BYOD environment.
• Manage Google Workspace account administration.
• Document procedures and update FAQs for IT processes.
• Assist in developing in-house tools to improve team efficiency.

Skills

Customer service

Communication skills

Problem solving

IT support experience

Teamwork

Education

Diploma or Bachelor’s in IT

CompTIA A+

CompTIA Security+

CompTIA Network+

CCNA

Tools

Google Workspace

Google Cloud Platform

Device Management Tools

Alayacare

Patient Management Software

Job description

Nurse Next Door is a national home care provider that has rapidly grown over the last six years, expanding from one location in Melbourne to 74 locations around the country.

Founded in 2019, Nurse Next Door recently took out the prestigious 2025 Australian Franchisor of the Year. This recognition reflects the company's unwavering commitment to excellence in home care, continuous innovation and improvement and the trust placed in the brand by thousands of Australian families who rely on its care every day.

Consistently recognised as an employer of choice, we are constantly on the lookout for the best people to join our team and help continue building our Bold Pink brand.

We are a purpose-driven business dedicated to delivering flexible in-home care options to those in the aged care and disability sectors, allowing people to live in their own home, on their own terms, for as long as they choose.

The role

We have a new opportunity for an IT Service Desk Support Technician to join our IT team on a permanent, full time basis. As a member of our “HeartQuarters” team, located at our office in Hawthorn, your commitment to customer service and continuous improvement will contribute to the ongoing growth and success of the business.

This is a diverse Service Desk role providing support to end users across our business and franchise network who have varied levels of technology skills and experience. Success in this position will be based on how well you are able to provide responsive tech support and help Nurse Next Door and our team embrace the power of technology.

We are looking for someone who can problem solve, is adaptive, enjoys all things technology, and can provide exceptional customer service demonstrating empathy and patience.

This role would suit someone wanting to take the next step in their IT career. Your responsibilities will include:

Configure and maintain all HeartQuarters end user hardware and devices, such as desktops, laptops and phones

Provide remote and onsite technical support, troubleshooting and providing resolutions to issues on hardware, software and mobile devices reported by HeartQuarters team

Troubleshoot and resolve technical issues for our Franchise Partners in a BYOD environment

Manage Google Workspace account administration

Provide IT support in the use of IT-related hardware and software including Google Workspace, Alayacare and inhouse applications

Action necessary updates, status, and completion information to users in the event of system issues/outages

Document procedures, configurations, and solutions, and proactively seek and update information within procedures and FAQs

Assist in the development of in-house tools & software to help our network and team work more efficiently

Why we’ll love you

You’ll have exceptional communication skills and be able to engage end users over the phone, through video calls, email, chat and in person

Experience in delivering high level customer service

Ideally you’ll bring some experience in an IT support desk environment and have some formal training in IT (a Diploma, Bachelor or Certifications CompTIA A+, Security+, Network+, or CCNA)

Technology proficiency in tools such as Google Workspace, Google Cloud Platform, Device Management Tools, Patient Management Software would all be highly regarded

Knowledge of securely working with APIs, Data Warehouses, Agent Harnesses would be valuable

Motivated to take the next step in your career into a role with growth potential

Ability to work independently and collaboratively within teams, multi-task and consistently meet deadlines

Solution-oriented individual who is not afraid to ask questions and continue to learn

Why you’ll love us

Supportive and friendly team environment

We embrace technology and the benefits it brings at all levels of the organisation

Work with an engaged team who loves to come to work every day

An organisation that believes in celebrating every achievement

We embrace trying new things and finding a better way in all things we do

Nurse Next Door’s values and ethics are more than a poster on the wall, we visibly live them every day in everything we do

Applications close (2 weeks from posting)