ICT Support Specialist

TLC Healthcare

Melbourne VIC

Help Desk & IT Support (Information & Communication Technology)

Full Time

TLC Healthcare is proud to be an Employer of Choice for 9 consecutive years and the 2023 Global Healthy Workplaces Award winner for large employers. We are Australia's first fully integrated healthcare service with aged care at its core, and we're committed to leading the way in innovative healthcare precincts.

We are seeking an experienced and proactive ICT Support Specialist to join our dynamic ICT Team. This is a full-time, office-based role located on St Kilda Road, offering stunning views of Albert Park Lake.

About the Role

As an ICT Support Specialist, you will be the first point of contact for technical support across TLC Healthcare's diverse business units. You'll handle incoming support requests via phone, email, and our ticketing system, resolving a wide range of issues from login problems and printer malfunctions to meeting room setups and Virtual Reality headset troubleshooting. You'll also be responsible for provisioning new laptops and telephones for incoming staff and ensuring smooth onboarding. This role demands strong interpersonal skills to engage with a wide spectrum of stakeholders—from executive leadership and corporate users to nurses, general practitioners, and frontline care staff. You'll need to manage your time effectively, take initiative, and maintain a proactive approach to problem-solving. Our tech stack is primarily Microsoft-based with Citrix, and you'll also support various business applications used across childcare, aged care, gyms, cafes, RTOs, medical centres, and more. A solid foundation in Active Directory and Azure AD is essential.

This role is ideal for someone who thrives in a fast-paced, people-focused environment and enjoys solving a wide variety of technical challenges. You may have previously worked in a help desk or desktop support role within a healthcare, education, or multi-site business environment. Perhaps you've supported users across different departments—corporate, clinical, or operational—and are now looking to take the next step in a role that offers both variety and impact.

What You'll Be Doing

• Act as the first point of contact for all IT support requests — handling calls, emails, and tickets while assigning and escalating issues as required in line with ITIL processes.
• Provide hands-on technical support across end-user devices, ensuring timely resolution, accurate documentation, and consistent customer service.
• Perform Level 1 and Level 2 troubleshooting for technical issues including:
• Printers, IP telephones, login/access, Virtual Reality headsets, Thin Clients, desktops (windows OS), meeting room tech, Asset and Inventory management.
• Set up and configure laptops and telephones for new users.
• Support business applications across diverse sectors:
• Childcare, aged care, gyms, cafes, Registered training organisation, corporate head office, warehouse operations, and medical centres.
• Participate in a rotating on-call roster to ensure after-hours support.
• Liaise with stakeholders across all levels—from C-level executives to nurses, general practitioners, and frontline care staff.
• Monitor and maintain systems and network environments.
• Proactively identify and implement improvements in ICT operations.

Skills & Experience

• ICT tertiary qualifications.
• Strong interpersonal and communication skills.
• Strong knowledge of ITIL principles and ticket lifecycle management

• Excellent time management and initiative-driven problem-solving.Experience with:

• Microsoft 365, Intune, Citrix, Active Directory/Azure AD, Apple Business Manager, Fresh Service Desk, MDM, PABX troubleshooting.

• Wi-Fi, printers, networking, laptop/desktop hardware.
• LAN/WAN, Wi-Fi, Microsoft Server, VOIP, Citrix OS.
• Ability to support a Microsoft-centric tech stack.
• Up-to-date COVID-19 vaccinations (3 doses), National Police Check, and proof of eligibility to work in Australia.

What We Offer

• Free onsite buffet and chef-cooked breakfast every Monday and Friday.
• Employee wellbeing initiatives and coaching.
• Access to the TLC Employee Shopping Portal with wholesale discounts.
• Free gym membership and discounted health insurance.
• Employee Assistance Program and novated leasing options.
• Career development support including technical training and mentoring.

Ready to make a difference in integrated healthcare?

Apply now and become part of a team that values innovation, care, and excellence.

At TLC, we are committed to fostering a diverse, equitable, and inclusive environment where all individuals are respected, valued, and empowered. We believe that embracing different perspectives strengthens our organisation and enhances our ability to serve our communities with integrity and compassion.