IT Support Officer

About the role

The IT Support Officer will report to the IT Operations Manager and provide day‑to‑day technical support for a diverse employee population in the medical research sector. This hands‑on, people‑focused role ensures staff productivity and a smooth user experience across hardware, software and telecommunications.

Key responsibilities

• Provide first‑line IT support to staff, contractors, students and volunteers.
• Manage support requests through a ticketing system, ensuring timely resolution and accurate documentation.
• Troubleshoot and resolve Level 1‑2 issues on Windows and macOS platforms.
• Escalate complex incidents to senior teams when required.
• Support onboarding and off‑boarding processes, including system access provisioning and device allocation.
• Maintain inventory of hardware and software assets.

Required profile

• Minimum 1 year of experience in an IT support role or equivalent qualifications.
• Strong technical knowledge of hardware, software and operating systems (Windows and macOS).
• Customer‑focused mindset with excellent written and verbal communication.
• Ability to work independently, solve problems and manage time effectively.

Required skills

• Windows operating system
• macOS operating system
• Hardware troubleshooting
• Software installation and configuration
• Ticketing systems (e.g., Jira Service Management)
• ITIL fundamentals (certification desirable)

What we offer

• Hybrid work model – 1‑2 days per week onsite in Randwick.
• 35‑hour work week with flexible hours and 9‑day fortnight arrangements.
• Salary range $62,000‑$78,000 AUD plus superannuation.
• Salary packaging: $15,900 tax‑free and up to $2,650 for meals & entertainment.
• Family‑first culture, pet‑friendly workplace, and generous leave benefits.