Technical Support Officer

Mercy Hospitals Victoria; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Job summary

Mercy Health is seeking a Technical Support Officer in Melbourne to provide reliable 1st and 2nd line IT support across Mercy Health facilities. You’ll diagnose hardware and software issues, support the standard operating environment, and assist with deployment of devices and software, while delivering patient-focused service in a healthcare setting.

Ideal candidates will have healthcare IT experience, strong communication skills, and familiarity with Microsoft 365 apps, Exchange Online,

Qualifications

• Excellent time management and communication; patient-focused support
• Experience delivering end-user IT support in healthcare environments
• Hands-on experience with desktops, laptops, peripherals and mobile devices
• Familiar with Microsoft 365 apps, Exchange Online, SharePoint and OneDrive
• Experience with Active Directory/Entra ID management
• Knowledge of ITSM processes and ServiceNow or similar tools
• Strong verbal and written communication; ability to explain technical information clearly

Responsibilities

• Provide reliable 1st and 2nd line IT support to end users
• Diagnose and troubleshoot common hardware and software issues
• Maintain and support the standard operating environment
• Assist with deployment and support of devices and software
• Offer excellent customer service in a healthcare setting
• Work onsite across Mercy Health facilities

Skills

Time management

Communication

Customer support

End-user computing

Healthcare IT

Microsoft 365

Exchange Online

SharePoint

OneDrive

Active Directory

ITSM tools

ServiceNow

Troubleshooting

Teamwork

Education

Tertiary IT qualification

Tools

ServiceNow

Microsoft 365

Entra ID

Windows OS

Job description

Employment Type: Permanent Full Time

Location: Werribee Mercy Hospital, with travel to other health service sites including Mercy Health for Women Heidelberg

Upload with Application: Resume, cover letter, and all relevant qualification

Contact: Jasna Cvetic - [e-mail]

Where there's life, there's Mercy.

Where there's care, there's You.

Through the battles and the breakthroughs, we're there. Where will you be?

For over a century, our incredible teams have provided care for people at every stage of life. Across our aged care homes, hospitals and research facilities, and across numerous cities and towns, we're on a journey to keep growing our impact for the next hundred years.

As a for-purpose organisation with over 10,000 dedicated, compassionate people, we continue to offer more services and deeper care than ever before. With Mercy, you'll have the chance to make an impact and gain experience that's hard to find elsewhere.

At Mercy Health, it's all about taking what we have and making it better.

To do that, we need you.

Join us at Mercy Health, and help our teams deliver even greater outcomes.

About the opportunity

At Mercy Health, you'll become part of a proud history built on over 100 years of expertise, skill and care. As a Technical Support Officer, you'll use your strong communication, troubleshooting and customer service skills to help achieve even more for all who need us.

The Technical Support Officer plays an important role in delivering high-quality IT services within Mercy Health's Desktop team. This position is responsible for providing reliable 1st and 2nd level technical support to end users across Mercy Health, ensuring incidents and service requests are resolved efficiently and in accordance with established service standards and procedures. The role involves diagnosing and troubleshooting common end-user technology issues, supporting the standard operating environment (SOE), and assisting with the deployment and support of hardware, software and modern workplace technologies.

This is an onsite, hands-on, customer-facing role that spans multiple facilities, with a strong focus on delivering a positive, secure technology experience for users.

What you’ll bring

• Excellent time management, organisational and communication skills, with the ability to adapt and problem solve.
• A compassionate, flexible and proactive approach to customer support.
• The ability to nurture friendly, respectful relationships and contribute to a collaborative team environment.
• Practical experience supporting end-user computing environments including desktops, laptops, peripherals and mobile devices in a healthcare setting
• Exposure to Microsoft environments including Microsoft 365 applications, Exchange Online, SharePoint and OneDrive
• Experience supporting Active Directory and/or Entra ID user and device management tasks
• Familiarity with IT service management processes and working within an ITSM tool such as ServiceNow or an equivalent platform
• Strong verbal and written communication skills, with the ability to clearly explain technical information to non-technical users

You will also be required to provide evidence of, or in the process of obtaining:

• Tertiary qualification or relevant work experience in Information Technology related field
• A current Police Record Check and Working with Children Check.
• A valid driver's licence from Victoria or another Australian state or territory as this role does require travel.
• Unrestricted Working Rights in Australia (Australian Citizen or Permanent Resident)
• Proof of current influenza vaccination and other vaccination status consistent with public health orders.

Ready to help us shape the future of healthcare?

Join us and make a meaningful difference in people's lives - and your career.

We acknowledge the Wurundjeri Woi-wurrung peoples, traditional Custodians of the Land in which our Head Office is based, on traditional lands of the Kulin Nation and recognise their deep connections to the land, sea, and culture.

We extend this acknowledgment to the many Traditional Lands that we operate across Australia and pay our respects to Elders past and present.

The team at Mercy Health is as wonderfully diverse as the patients, residents, clients and communities we support. We're proud to be recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA). Mercy Health strongly encourages applications from Aboriginal and Torres Strait Islander peoples,