Desktop Support Technician

Job Requisition ID: 2892
- Legal Entity: Monash Health
- Location: Clayton, VIC, AU, 3168
- Employment Type: Full Time
- Posting Date: 15 Jan 2025

**Monash Health is a great place to work**

Monash Health is Victoria’s largest and most comprehensive health service. For more than 170 years, Monash Health and its predecessors have provided safe, high-quality healthcare and service for people at every life stage. With 25,500 employees, we provide care across south-eastern metropolitan Melbourne and rural Victoria from over 40 locations; via telehealth, within local communities and in people’s homes.

To see first-hand what our colleagues think about working here, take a look at the following short videos**:monashhealth.org/careers**.

**About the Role**

The position of Desktop Support Technician forms part of the Level 2 IT Operations team within the Information Technology department and is responsible for providing on site support across Monash Health.
- The Level 2 IT Operations team is also responsible for supporting projects and other technology services as identified by the Director of Information Technology.
- The Level 2 IT Operations team is technology and customer focused and will work closely with both clinical and administrative teams to ensure the best possible outcomes for Monash Health clients and patients.

The Information Technology Services department is based at Clayton, however this position will be required to work across the various Monash Health sites. The position also includes the ability to work a rotating On-call Level 2 roster as required. This position reports to the Team Lead, Level 2 IT Operations.

**Key result areas**:

- Owning and resolving level 2 IT faults, service requests, and queries within set SLAs, especially those pertaining to onsite support related activities.
- Ensuring IT support tickets are managed in a timely manner and closed off with appropriate levels of documentation.
- Professional and customer focused communications via both the IT ticket management system, phone and face to face.
- Support, provisioning, and configuration of hardware devices.
- Achieve set Key Performance Indicators (KPIs).
- Maintain and adhere to operational procedures and complete appropriate support documentation when procedures change.
- Develop and maintain a customer focused culture and contribute to a friendly and co-operative working environment; fostering strong working relationships with all colleagues to deliver quality outcomes
- Build and leverage relationships internally across Technology Business Services teams such as Service Desk, Infrastructure, Desktop Experience, and Support Services.
- Provide quality assurance for all project deliverables including documentation requirements, design, test plans and handover documentation.
- Participate in ad hoc projects as directed by TBS management.
- Other duties as assigned from time to time by TBS management.

**About You**

**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 Desktop Support / Level 2 role or similar.
- Prior experience working in a hands on environment resolving hardware related faults
- 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 and server based 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 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.

For a confidential discussion and to explore the opportunity further, please call Peter Ta on 0400 194 275.