Technical Support Officer

About the role

Mercy Health is hiring a Technical Support Officer for its Desktop team at Werribee Mercy Hospital, with travel to other health service sites including Mercy Health for Women Heidelberg. The role provides reliable first and second level technical support to end users, resolving incidents and service requests according to service standards. It is an onsite, hands-on, customer-facing position.

Key responsibilities

• Diagnose and troubleshoot common end-user technology issues
• Support the standard operating environment (SOE)
• Assist with the deployment and support of hardware, software and modern workplace technologies
• Resolve incidents and service requests efficiently and in line with service standards and procedures

Required profile

• Practical experience supporting end-user computing environments (desktops, laptops, peripherals and mobile devices) in a healthcare setting
• Tertiary qualification or relevant work experience in an information technology field
• Current Police Record Check and Working with Children Check
• Valid driver's licence from Victoria or another Australian state or territory, as travel is required
• Unrestricted working rights in Australia (citizen or permanent resident)
• Proof of current influenza vaccination and other vaccinations consistent with public health orders

Required skills

• Microsoft 365 applications, Exchange Online, SharePoint and OneDrive
• Active Directory and/or Entra ID user and device management
• IT service management and an ITSM tool such as ServiceNow or an equivalent
• Ability to explain technical information clearly to non-technical users