Technical Support Officer

Employment Type: Permanent Full Time

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

Contact: Jasna Cvetic - *******@mercy.com.au

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.

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.