Technical Support Officer

Requisition No: 5957

Executive Division: Chief Financial Officer

Division: Digital Technology Services

Program: DTS Operations

Department: Operations & Support

Enterprise Agreement: Varied Health and Allied Services, Managers and Ad

Job Function: Administration & Leadership

Project:

Technology Support Officer

• Location: Sunshine Hospital
• Employment Type: Full-Time, Ongoing
• Classification: AdminGrade 3 + Superannuation + Salary Packaging

About the role:

This position is responsible for providing professional advice and support on ICT devices and infrastructure used to provide patient care. As part of this role, there is a requirement to administer endpoint management solutions to manage devices and application deployments. The incumbent must have experience in working within an ITIL (Information Technology Infrastructure Library) environment to deliver IT services. There is a necessity to work through a rotational on-call roster to provide after-hours coverage as required.

The primary responsibility of the Technology Support Officer is to manage incidents, provide solutions to problems recorded within the problem register, participate in change management activities, and provide technical solutions using consoles implemented to manage mobile devices, desktop computers and virtual endpoints. There will be a requirement to have the flexibility to work outside of normal business working hours to support after-hour activities required to maintain Western Health operations. Furthermore, there is a necessity to collaborate with other teams within the Digital Technology Services department and participate in vendor management.

Key responsibilities:

• Delivering first and second-level ICT support to staff for all computer hardware, software, systems and network infrastructure used to support patient care
• Manage service desk tickets, planning and prioritising systematically to resolve issues within SLA (Service Level Agreement) targets and ensure operational efficiency
• Deliver consistently high levels of customer service while striving for a high level of first contact resolution
• Work with other ICT teams and vendors to help resolve customer issues to ensure they are resolved within the agreed customer service levels
• Provide frontline support operations with a focus on first and second-level support for Microsoft 365, Intune, Windows Autopilot, Endpoint Manager, and collaboration tools such as Teams and OneDrive.

About you:

We are seeking a highly motivated individual who has substantial experience in service desk/desktop technologies including not limited to all the following:

• Hardware/operating system/application troubleshooting and support
• Active Directory, DNS, DHCP, email, TCP/IP networking and web services
• Microsoft Windows 10/11 installation, configuration, maintenance, and troubleshooting
• Apple iOS and Android
• Installation, support and maintenance of print/copy/scan related technologies including the ability to create printer workflows
• Microsoft 365, Intune, Windows Autopilot, Endpoint Manager, and collaboration tools such as Teams and OneDrive
• IGEL OS issues, managing thin client configurations and customizing workflows to meet clinical requirements
• Audio/Video/Communication (PABX) technologies

Position Description

About Western Health

Western Health is one of the largest healthcare providers in Victoria, caring for a vibrant, diverse and rapidly growing community of one million people in Melbourne's western suburbs.

With more than 13,000 staff, Western Health delivers 800,000+ occasions of care every year, providing high-quality, person-centred care across every life stage.

We provide a combination of hospital, community-based, at-home and in-reach services to aged, adult and paediatric patients and newborn babies. Specialties include oncology, renal, mental health, women's health and maternity, chronic diseases, geriatrics and cardiology.

We have remarkable strengths in chronic disease, complex care and developing innovative and sustainable healthcare solutions. Our experience at the coalface of healthcare delivery for some of Australia's most culturally and socioeconomically diverse and vulnerable populations provides us with unique insights into the most pressing health challenges.

Western Health operates four acute public hospitals: Sunshine Hospital (including Joan Kirner Women's and Children's), Footscray Hospital, Williamstown Hospital and Bacchus Marsh Hospital. We also operate Sunbury Community Hospital, Sunshine Mental Health and Wellbeing Centre, Melton Health and Community Services, Bacchus Marsh Community Health Centre, Caroline Springs Community Health Centre and Grant Lodge Residential Aged Care in Bacchus Marsh. Western Health also provides the primary healthcare service at the Dame Phyllis Frost Centre, a women's prison located in Ravenhall.

Why join us?

Compensation and benefits

• Competitive salary packages aligned with market standards.
• Health and wellbeing programs, including flexible work arrangements.
• Scholarships and grants to support your continuous learning journey.

Learning and development opportunities

• Access the Western Health Learning Academy (WHA) for personalised learning pathways.
• Professional growth programs, including postgraduate studies and clinical education.
• Mentorship and career support.

Community impact and inclusion

• Make a meaningful difference in patients' lives through compassionate care.
• Join a workforce that champions diversity and inclusion.
• Engage in community wellbeing initiatives and groundbreaking healthcare research.

Organisational culture and environment

• Thrive in a collaborative, compassionate and innovative team environment.
• Be part of a culture that celebrates continuous improvement and excellence in healthcare.

Ready to make an impact?

If you're passionate about using technology to improve patient care, supporting frontline healthcare workers, and ensuring reliable IT systems in a fast-paced environment, we'd love to hear from you.

If you are currently employed at Western Health, please ensure you sign in through the 'Employee Login' via the external Careers Page or access the Careers Page via the intranet before applying.

Closing date: 11:59pm on 12 November 2025.

Enquiries: For further information about this role, contact Salman Shakeel on

Western Health is an equal opportunity employer committed to attracting and retaining diversity in our workforce. We encourage applications from Aboriginal and Torres Strait Islander people.

Western Health is committed to providing a safe environment for the children and young people who are involved in our services, sites and operations. We follow and abide by all legislative requirements to keep children and young people safe.

All appointments are made subject to a satisfactory Police Record Check, an Immunisation Status Clearance and a Working with Children Check (if applicable).

Western Health does not accept unsolicited resumes/applications from recruitment agencies.

Western Health