IT Operations Support Officer

Location: Melbourne | Eastern Metropolitan

Job type: Not provided

Organisation: Monash Health

**Salary**: Salary not specified

Occupation: Analyst, IT and Telecommunications

Reference: 55438

The position of IT Operations Support - Level 2 forms part of the Customer Care Level 2 team within the Technology Business Services department.

**About Monash Health**

**The Customer Care Level 2 team is**:

- responsible for supporting projects and other technology services as identified by the Director of Technology Business Services. This position reports to the Team Lead, Customer Care Level 2
- technology and customer focussed and will work closely with both clinical and administrative teams to ensure the best possible outcomes for Monash Health clients and patients

This position is based at Clayton but will be required to work across the various Monash Health sites and includes the ability to work a rotating On-call Level 2 roster as required.

**Key result areas**:

- Owning and resolving level 2 ICT faults, service requests, and queries within set SLAs.
- Ensuring ICT support tickets are managed in a timely manner and closed off with appropriate levels of documentation
- Professional and customer focused communications via both the ICT ticket management system and phone
- Provide remote and on-site technical support to internal customers across a range of diverse technologies, including but not limited to networking services, cloud services, server infrastructure, and end user devices

**Qualifications/registrations/licences (italics indicate desirable)**
- Tertiary and/or Industry Qualifications in relevant field
- Industry Certifications relating to service delivery methodologies (such as ITIL)
- Technical skills/knowledge/experience
- Prior experience in a Senior Service Desk/ Level 2 role or similar
- Advanced analytical troubleshooting skills
- Ability to resolve system faults relating to Level 2 technologies
- Excellent verbal/written communication and documentation skills
- Good working knowledge of Microsoft 365 and Microsoft Teams/SharePoint
- Good working knowledge of Microsoft Windows client based operating systems
- Good working knowledge of Windows Server Operating Systems
- Good working knowledge of Active Directory, Group Policy, and Exchange
- Good working knowledge of printing solutions
- Proficient with PowerShell and Scripting languages
- Familiarity with networking services: DNS, DHCP
- Knowledge of ITIL standards
- Knowledge of networking and telephony infrastructure
- Knowledge of patient alert systems such as Nurse Call, Duress, and Paging
- Exposure to SCCM and Intune
- Exposure to VMWare
- Experience with server and system performance tuning, design and implementation, monitoring and maintenance
- Experience in vendor management, dispute resolution and account management
- Demonstrated ability to achieve set Key Performance Indicators (KPI)
- A strong desire and capability to listen, analyse and recommend
- Excellent interpersonal and relationship building skills
- Excellent time and personnel management skills
- Ability to work within deadlines
- Ability to work unsupervised

**What we offer**:

- Salary packaging
- On-site fitness centre
- On-site subsidised car parking
- Monthly ADO’s (available for full-time employees)
- Free lifestyle management seminars (superannuation, retirement, etc.)
- Access to salary packaging, private health insurance and industry banking at competitive rates.

**How to Apply**

Monash Health recognises the value of equal employment opportunity and is committed to patient safety and promoting fairness, equity, and diversity in the workplace. At Monash Health we are relentless in our pursuit of excellence and work to our six guiding principles.

Offers of employment can only be made once all required probity checks have been completed. These include:

- reference checks;
- a clear Police Check conducted within the last three months;
- a current Victorian Employee Working with Children’s Check (or proof of payment for same);and
- proof of immunisation.

A request to conduct probity checks does not guarantee that an offer of employment will be made.

Under the Victorian Public Health orders, all employees working within the Public Health system must be fully vaccinated against COVID-19 and Influenza and are required to provide acceptable evidence of their vaccination status. The current orders require evidence of three doses for COVID-19.