IT Support Specialist

3 days ago


Richmond, Australia Mercy Aged and Community Care Ltd Full time

Mercy Aged and Community Care Ltd is a leading provider of aged care services, with a strong focus on delivering high-quality care to our residents. We are currently seeking an IT Support Specialist to join our team in Richmond, VIC.

Job Description

The IT Support Specialist will be responsible for providing first-level support to end-users, troubleshooting technical issues, and escalating complex problems to internal teams or third-party vendors. The ideal candidate will have excellent communication skills, the ability to work in a fast-paced environment, and a passion for technology.

Key Responsibilities:
  • Provide First-Level Support: Respond to and resolve end-user issues related to hardware, software, and network connectivity via phone, email, and ticketing systems.
  • Troubleshoot Technical Issues: Diagnose and resolve technical issues, including Windows/Mac operating systems, Microsoft 365, VPNs, printers, and other workplace applications.
  • Ticket Management: Track, manage, and document incidents and requests using our ticketing system, ensuring issues are resolved within SLA guidelines.
  • Escalation and Collaboration: Identify complex issues and escalate them to appropriate internal teams or third-party vendors while maintaining ownership of the issue until resolution.

We offer a competitive salary package, with an estimated annual salary of $72,000 + Super + On-call allowance, and opportunities for professional growth and development.

Applicants should possess 2+ years of experience in an IT support or service desk role, knowledge of ITIL v4 certification, and a current Working Rights check. We value diversity and welcome applications from Aboriginal and Torres Strait Islander peoples, people of all ages, sexualities, genders, abilities, and cultural backgrounds.


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