IT Support Officer

Description:

Position description

• $89,984 base salary + Super (12%) + generous salary packaging options
• Full-time, 2-year fixed term contract
• Based in Melbourne
  
  

We’re on the look-out for a customer-focussed IT Support Officer to join our dynamic IT team.

The IT Support Officer is responsible for delivering responsive and high-quality technical support tailored to the operational needs of both scientific and administrative teams, enhancing efficiency and effectiveness across the Institute.

The successful candidate will be a customer-oriented professional who excels in fast-paced environments, consistently meets deadlines, and adjusts effectively to evolving priorities. They will demonstrate initiative and creativity in problem-solving, alongside a strong dedication to cyber security best practices..

How this role makes a difference

By delivering responsive and high-quality technical support across both scientific and administrative areas, the IT Support Officer role plays a critical part in enabling staff to work efficiently and without disruption. This support helps ensure that research teams can focus on innovation and discovery, while administrative functions run smoothly — ultimately contributing to the overall success and productivity of the Institute.

Through this key role, you can contribute to our vision to help people to live healthier for longer, and to stop heart disease and diabetes in their tracks.

How you’ll make an impact

• Deliver technical support Provide Level 1 and 2 IT support across Windows and macOS environments, including setup, configuration, and troubleshooting of end-user devices, AV systems, and telephony.
• Manage IT requests Respond to and manage support tickets via ServiceDesk Plus, ensuring timely resolution and maintaining clear communication with users throughout the process.
• Maintain IT documentation Create and maintain user guides, system configurations, IT procedures, and internal knowledge bases to support consistent and efficient service delivery.
• Oversee IT assets and licensing Maintain accurate IT asset registers, software inventories, and equipment loan records; perform licensing audits and advise on compliance status.
• Support infrastructure and liaise with vendors Assist with hardware/software rollouts and infrastructure maintenance; liaise with vendors for warranty claims and support escalations.
• Contribute to IT governance and security Help develop IT policies and procedures, follow cybersecurity best practices, and escalate complex issues appropriately while demonstrating professionalism and reliability.
  
  

What will you bring?

• Relevant IT certifications/a degree in Computer Science, Information Systems, or a related field or equivalent experience.
• Proven ability to communicate technical concepts clearly in plain language and maintain a respectful, empathetic manner.
• Up-to-date knowledge of emerging technologies and computer hardware, with the ability to assess their relevance and potential benefits to the organisation.
• Ability to deliver high-quality customer service, follow complex instructions, handle support requests independently, and work effectively within a team environment.
• Previous experience in AV support is desirable.
• A professional, reliable, and mature approach with the ability to handle challenges with composure.
• Strong analytical and troubleshooting skills, with a solutions-focussed mindset and ability to adapt quickly to new technologies.
• Excellent time management skills with the ability to work to tight schedules and adapt to changing priorities.
  
  

So, why join us?

Enjoy a challenging career in the exciting international research sector, where you can explore your potential and make a real difference.

The Baker Institute offers flexibility for work-life balance, generous salary packaging, an employee assistance program, social activities, learning and development opportunities. We also offer modern offices and laboratories in the Alfred Research Alliance precinct with an on-site gym, located opposite beautiful Fawkner Park, and walking distance to Chapel Street and St Kilda Road.

Remuneration will be commensurate with the successful candidate’s qualifications and experience.

We’d love to hear from you

We’re reviewing applications as they are received, so if this sounds like the position for you, you have the skills and knowledge we’re looking for, an appetite to learn, and want to join an organisation where you can make a positive difference, please apply without delay. Read the position description for further information.

To be eligible to apply for this position, you must have appropriate Australian working rights.

Please note that offers of employment are subject to satisfactory background checks, and the successful candidate will be required to undertake a police check prior to commencement in the position.

The Baker Institute is an Equal Opportunity Employer. We are committed to fostering a diverse, gender equitable workforce where everyone is welcome, and all applications are evaluated on merit and potential. We encourage applications from Aboriginal and Torres Strait Islander Peoples, people living with disabilities, culturally diverse people, those at any stage in life, and people within LGBTQ+ communities, including trans and gender diverse. We promote family-friendly practices. We’re a proud recipient of an inaugural Athena SWAN Bronze Award from Science in Australia Gender Equity (SAGE).

Apply for this job via Seek

Should you have any questions or need more information, please don’t hesitate to contact our friendly People Experience team on recruitment@baker.edu.au.