IT Systems Support Officer

Respect Group Limited; City of Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible work-from-home

Job summary

Respect Aged Care is seeking an experienced IT Systems Support Officer to join the IT Service Desk. You’ll provide Level 1 and 2 support to staff, residents and partners, troubleshoot devices and apps, and help ensure SLAs are met.

Reporting to the IT Support Manager, you’ll assist with procurement, documentation, and continuous improvement while enjoying flexible work-from-home arrangements and occasional site travel.

Qualifications

• At least 3 years' experience in IT helpdesk or service desk.
• Experience delivering high-quality technical support and meeting SLAs.
• Entry-level IT qualification or certification accepted.

Responsibilities

• Provide Level 1 and Level 2 IT support to staff, residents and partners.
• Troubleshoot desktops, devices and core systems; document solutions.
• Escalate incidents and coordinate with vendors as needed.
• Maintain knowledge base, SOPs and asset logistics.

Skills

IT helpdesk

Customer service

Troubleshooting

Documentation

On-call support

Vendor coordination

Service levels

Problem solving

Education

IT qualification or certification

Tools

Microsoft 365

Active Directory

Remote Desktop (RDS)

Windows Server

AAD/Entra ID

Hyper-V / Proxmox

Job description

Are you an experienced IT Systems Support Officer?

Respect are actively seeking applications for enthusiastic and experienced candidates.

Who we are:

As a proud not for profit organisation since 1922, Respect Aged Care serves older residents through our high standard of care and community. Our focus is on giving back to older adults by fostering communities of belonging. Headquartered on the northwest coast of Tasmania, our philosophy is: Everyone deserves the right to a life well-lived, with dignity and respect. Our organisation is constantly growing, with many homes and thousands of residents and employees across Australia. Respect also has home care services in multiple states, and more than 700 units in different retirement villages and independent living communities.

The Opportunity

Join our IT team and make a difference through exceptional technology support.

We are seeking an experienced and customer-focused IT Systems Support Officer to join our IT Service Desk team.

This is a hands-on role providing Level 1 and Level 2 IT support to a diverse range of stakeholders, including internal staff, residents and external partners. You'll play an important role in ensuring our people have the technology, systems and support they need to deliver essential services across the organisation.

The role also includes responsibility for IT equipment procurement and logistics, as well as opportunities to contribute to IT projects, system improvements and technology initiatives.

About the role

Reporting to the IT Support Manager, you will:

• Provide responsive Level 1 and Level 2 technical support across a broad range of IT incidents and service requests.
• Troubleshoot and resolve issues involving desktops, mobile devices, applications, networks and core IT systems.
• Escalate incidents appropriately and raise problem and change requests when required.
• Work closely with third-party vendors to resolve technical issues efficiently.
• Ensure service requests are managed within agreed Service Level Agreements (SLAs).
• Create and maintain knowledge base articles, technical documentation and standard operating procedures.
• Coordinate IT equipment procurement, fulfilment and logistics.
• Contribute to IT projects and continuous improvement initiatives.
• Participate in change management activities, including change requests, implementation and post-implementation reviews.
• Participate in an on-call roster, responding to out-of-hours IT incidents when required.
• Identify recurring issues, undertake root cause analysis and contribute to preventing repeat incidents.
• Support a positive customer experience by providing clear, professional and timely technical assistance.

About you

You'll be an experienced IT support professional who enjoys solving problems, helping people and working across a varied technology environment.

To be successful, you will have:

• At least 3 years' experience in an IT helpdesk, service desk or IT support role.
• Demonstrated experience providing high-quality technical support and consistently meeting service expectations.
• A relevant entry-level or foundational IT qualification or certification.
• Strong analytical, troubleshooting and problem-solving skills, including root cause analysis.
• The ability to install, configure, troubleshoot, document and maintain a range of IT applications and systems.
• Excellent customer service and communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
• Strong organisational skills and the ability to manage competing priorities in a fast-paced environment.
• The ability to work independently, take initiative and proactively resolve issues.
• A strong understanding of modern network technologies, cybersecurity practices and operating systems, including Windows, Linux and Android.
• A current National Police Certificate, or the ability to obtain one.

Your technical experience

Experience with the following technologies and environments will be highly regarded:

• Microsoft 365 and Microsoft Office applications
• Windows desktop and server environments
• Microsoft Entra ID and Active Directory
• Remote desktop and virtualisation platforms, such as RDS, AVD, Hyper-V or Proxmox
• Network infrastructure, including TCP/IP, VPNs and SAN
• Mobile device deployment, management and troubleshooting
• Software-based telephony and unified communications
• Printers and peripheral devices
• Endpoint protection and backup solutions

Experience working within aged care or another regulated environment will also be advantageous.

What you can expect

This is an opportunity to join a collaborative IT team where your work will have a direct impact on the organisation and the people we support.

The position offers flexible work-from-home arrangements, with occasional travel to sites as required to meet operational needs.

You’ll have the opportunity to work across a diverse technology environment, contribute to meaningful IT initiatives and help continuously improve the technology experience for our customers.

Ready to make an impact?

If you're a technically capable and customer-focused IT professional looking for your next opportunity, we'd love to hear from you.

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