IT Support Officer

About the role

This is an IT Support role providing day-to-day technical support across a multi-site healthcare organisation operating clinics in ACT, NSW, QLD, and TAS, plus a head office. You will support desktops, laptops, tablets, mobile devices, servers, networking equipment, and clinical and business applications. You will respond to incidents and service requests, participate in after-hours on-call rosters, travel to clinics for hands-on support, and contribute to IT projects and business continuity initiatives.

Key responsibilities

• Provide day-to-day support for desktops, laptops, tablets, and mobile devices for clinic and head office teams

• Assist in deploying and maintaining physical and virtual servers, including patching, updates, and performance monitoring

• Support networking equipment (switches, firewalls, wireless access points) by monitoring uptime, logging issues, and escalating where required

• Manage user accounts, passwords, distribution groups, and licences in Microsoft 365 and Active Directory, ensuring access controls are in line with policy

• Respond to incidents and service requests in a timely manner using the ticketing system; ensure accurate documentation of troubleshooting steps

• Support Practice Management Systems (e.g., Best Practice) and clinical applications (HotDoc, Medical Objects, Cubiko), including troubleshooting, updates, and liaison with vendors

• Provide support for head office applications, including the Microsoft 365 suite, Teams, SharePoint, and other business-critical software

• Work directly with clinic managers, doctors, and nurses to resolve system issues in a way that minimises clinical downtime

• Contribute to project delivery across the full lifecycle: scoping, planning, testing, execution, and closure

• Travel to clinics (ACT/NSW/QLD/TAS/VIC) for scheduled upgrades, troubleshooting, and project support

• Monitor and verify daily/weekly backups to ensure compliance with RACGP and organisational standards

• Ensure all supported systems are patched and up to date with security updates

• Participate in after-hours/on-call roster to provide continuity of IT Service Delivery

About you

• Experience supporting desktops, laptops, tablets, and mobile devices in a multi-site environment

• Experience with server deployment and maintenance, including patching and performance monitoring

• Experience supporting networking equipment and monitoring uptime

• Experience managing user accounts, passwords, and access controls in Microsoft 365 and Active Directory

• Experience with ticketing systems and incident documentation

• Experience supporting Practice Management Systems and clinical applications

• Experience with Microsoft 365 suite, Teams, and SharePoint

• Ability to work directly with end users including clinic managers, doctors, and nurses

• Ability to travel to multiple clinic locations across ACT, NSW, QLD, VIC, and TAS

• Willingness to participate in after-hours/on-call roster