Technical Support Officer

Mercy Health; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

Mercy Health is seeking a Technical Support Officer to deliver reliable 1st and 2nd line IT support across multiple Mercy Health sites, including Werribee Mercy Hospital and Heidelberg. You will diagnose, troubleshoot, and resolve end-user issues, support the standard operating environment, and assist with deployments of hardware and software in a hands-on, customer-facing role.

The role requires strong communication, compassion, and a proactive approach to customer support, with travel across

Qualifications

• Time management, organisational and communication skills.
• Compassionate, flexible and proactive customer support.
• Ability to build respectful, collaborative team relationships.
• Experience supporting end-user computing environments including desktops, laptops, peripherals and mobile devices in a healthcare setting.
• Exposure to 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 ITSM tools such as ServiceNow or similar.
• Strong verbal and written communication skills, with the ability to explain technical information to non-technical users.

Responsibilities

• Provide reliable 1st and 2nd level technical support to end users across Mercy Health.
• Diagnose and troubleshoot common end-user technology issues within the SOE.
• Assist with deployment and support of hardware, software and modern workplace technologies.
• Deliver high-quality IT services across multiple Mercy Health facilities.
• Maintain documentation and follow service standards and procedures.
• Support ITSM processes and incident/ service request handling.

Skills

Time management

Organisational skills

Communication skills

Customer support

Healthcare IT experience

Verbal and written communication

End-user computing support

Education

Tertiary IT qualification

Relevant work experience in IT

Tools

Microsoft 365

Exchange Online

SharePoint

OneDrive

Active Directory/Entra ID

ITSM tools (ServiceNow)

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 - *******@mercy.com.au

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

It takes a special kind of person to work in healthcare or community services. If you are genuinely interested in helping others, then you'll find you can build something here and find your place in a team of 10,000 hearts.

To thrive in this role, you will have:

• 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.

Please contact us if you would like to find out more or communicate any requirements to ensure we provide you with a fair and equitable interview and selection process.

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, and people of all ages, sexualities, genders, abilities and cultural backgrounds.