Technology Support Officer

Western Health; City of Melbourne; On-site; AUD 60,000 - 70,000; Full time

Benefits offered by this job

Competitive salaries

Flexible work options

Wellbeing programs

Scholarships and grants for learning

Western Health Learning Academy

Postgraduate study opportunities

Mentorship

Job summary

Western Health in Melbourne is seeking a Technology Support Officer to provide professional advice and support on ICT devices and infrastructure used to deliver patient care. The role includes administering endpoint management solutions and working within an ITIL environment.

The successful candidate will manage incidents, participate in change management, support Microsoft 365, Intune, Windows Autopilot, and collaboration tools, and be willing to work outside normal hours on a rotational

Qualifications

• Experience in service desk/desktop technologies including hardware, OS and software support.
• Experience with Active Directory, DNS, DHCP, email, TCP/IP networking and web services.
• Familiarity with Microsoft 365, Intune, Windows Autopilot, Endpoint Manager and collaboration tools.

Responsibilities

• Delivering first and second-level ICT support for hardware, software, systems and network infrastructure.
• Manage service desk tickets and resolve issues within SLA.
• Maintain high first contact resolution and quality customer service.
• Collaborate with ICT teams and vendors to resolve issues within SLAs.
• Provide frontline support for Microsoft 365, Intune, Windows Autopilot, Endpoint Manager, Teams and OneDrive.

Tools

Intune

Windows Autopilot

Endpoint Manager

Teams

OneDrive

IGEL OS

Job description

• Salary: Admin Grade 1 + Superannuation + Salary Packaging

About the role:

This position is responsible for providing professional advice and support on ICT devices and infrastructure used to provide patient care. As part of this role, there is a requirement to administer endpoint management solutions to manage devices and application deployments. The incumbent must have experience in working within an ITIL (Information Technology Infrastructure Library) environment to deliver IT services. There is a necessity to work through a rotational on-call roster to provide after-hours coverage as required.

The primary responsibility of the Technology Support Officer is to manage incidents, provide solutions to problems recorded within the problem register, participate in change management activities, and provide technical solutions using consoles implemented to manage mobile devices, desktop computers and virtual endpoints. There will be a requirement to have the flexibility to work outside of normal business working hours to support after-hour activities required to maintain Western Health operations. Furthermore, there is a necessity to collaborate with other teams within the Digital Technology Services department and participate in vendor management.

Key responsibilities:

• Delivering first and second-level ICT support to staff for all computer hardware, software, systems and network infrastructure used to support patient care.
• Manage service desk tickets, planning and prioritising systematically to resolve issues within SLA (Service Level Agreement) targets and ensure operational efficiency.
• Deliver consistently high levels of customer service while striving for a high level of first contact resolution.
• Work with other ICT teams and vendors to help resolve customer issues to ensure they are resolved within the agreed customer service levels.
• Provide frontline support operations with a focus on first and second-level support for Microsoft 365, Intune, Windows Autopilot, Endpoint Manager, and collaboration tools such as Teams and OneDrive.

About you:

We are seeking a highly motivated individual who has substantial experience in service desk/desktop technologies including not limited to all the following:

• Hardware/operating system/application troubleshooting and support.
• Active Directory, DNS, DHCP, email, TCP/IP networking and web services.
• Microsoft Windows 10/11 installation, configuration, maintenance, and troubleshooting.
• Apple iOS and Android.
• Installation, support and maintenance of print/copy/scan related technologies including the ability to create printer workflows.
• Microsoft 365, Intune, Windows Autopilot, Endpoint Manager, and collaboration tools such as Teams and OneDrive.
• IGEL OS issues, managing thin client configurations and customizing workflows to meet clinical requirements.
• Audio/Video/Communication (PABX) technologies.

About Western Health

Western Health is the leading healthcare provider in Melbourne’s West - one of Australia’s fastest-growing and most culturally and socioeconomically diverse regions.

More than 13,000 employees help deliver a comprehensive range of services across our hospitals, community, correctional, and home-based settings. These services include acute tertiary care, emergency and intensive care, medical and surgical specialties, mental health and wellbeing, subacute care, ambulatory care, primary care, home-based services, and residential aged care.

We are committed to driving innovation and sustainability that improves health outcomes for our community. With specialties spanning oncology, renal care, mental health, women’s health and maternity, chronic disease management, geriatrics, and cardiology, Western Health is recognised for its expertise in managing complex and chronic conditions through integrated, patient-centred care.

We foster a collaborative and inclusive culture where you can make a meaningful impact. We support our staff to keep learning and growing through a diverse range of education programs, partnerships with universities in medical research and professional development opportunities.

Compensation and Benefits

• Competitive salaries, flexible work options, and wellbeing programs.
• Scholarships and grants to support ongoing learning.

Learning and Development

• Access personalised pathways through the Western Health Learning Academy.
• Opportunities for postgraduate study, clinical education, and mentorship.

Community Impact and Inclusion

• Make a difference through compassionate care in a diverse, inclusive workforce.
• Contribute to community wellbeing initiatives and healthcare research.

Organisational Culture and Environment

• Work in a collaborative, innovative team focused on continuous improvement and excellence.

Closingdate: 11:59pm on 16 October 2026.

Enquiries:For further information about this role, contact Frank Berardi via *************@wh.org.au.

Western Health is an equal opportunity employer. We welcome applications from people of all genders, Aboriginal and Torres Strait Islander peoples, people with disability, people from culturally and linguistically diverse backgrounds, and people with lived experience that strengthens their ability to do this work.

Western Health is committed to providing a safe environment for the children and young people who are involved in our services, sites and operations. We follow and abide by all legislative requirements to keep children and young people safe.

All appointments are made subject to a satisfactory Police Record Check, an Immunisation Status Clearance and a Working with Children Check (if applicable).

Western Health is committed to the psychosocial safety of all applicants and employees.

Western Health does not accept unsolicited resumes/applications from recruitment agencies.