IT Support Officer

Keep our technology running and our people supported.

About the Role

We’re seeking a proactive and customer focused IT Support Officer to provide reliable, high-quality technical support across TheirCare’s national operations.

In this hands-on role, you’ll be responsible for delivering Level 1–2 IT support, managing helpdesk requests, maintaining IT systems and hardware, and ensuring our teams have the tools and support they need to operate effectively. You’ll play a key role in resolving day-to-day technical issues, supporting business applications, and contributing to a seamless technology experience for all staff.

Reporting to the IT Manager, you’ll collaborate closely with internal stakeholders and external providers to ensure support is responsive, solutions are effective and systems remain operational and efficient. Your work will directly contribute to staff productivity, service continuity and overall user experience.

This is a full-time role located at our Glen Iris HQ.

Key Responsibilities include;

• Provide Level 1–2 IT support, including triaging, investigating, resolving, and escalating helpdesk tickets.
• Deliver timely, clear, and professional communication to users throughout the support process.
• Support core business systems including intranet, workforce management, booking platforms, and ticketing systems.
• Manage user accounts, permissions, and access requests in line with internal processes.
• Configure, deploy, and maintain IT hardware including laptops, mobile devices, and peripherals.
• Maintain accurate asset registers, inventory records, and documentation.
• Support onboarding of new staff, including system access, device setup, and induction assistance.
• Assist with IT projects, system improvements, testing, and rollout activities.
• Develop and maintain user guides, documentation, and knowledge resources.

About You

This role will suit someone who is solutions focused, organised and passionate about delivering great customer service. You enjoy troubleshooting problems, supporting others and working in a fast-paced environment where no two days are the same. You take ownership of tasks, communicate clearly, and are always looking for ways to improve systems and processes.

You will have;

• Experience providing Level 1–2 IT support in a helpdesk or support environment.
• Strong troubleshooting skills across devices, systems, and applications.
• Excellent communication and customer service skills with a user-first mindset.
• Experience working with ticketing systems (e.g. Freshdesk or similar).
• Ability to manage competing priorities and respond to support requests efficiently.
• High attention to detail and a structured approach to documentation.
• Understanding of basic networking and end-user technology support.
• Qualifications in Information Technology or a related discipline (desirable).
• Familiarity with ITIL or service management practices (desirable).
• Linux OS Support (desirable).
• AWS Hosting experience (desirable).

Why work for us?

• Opportunity to play a key role in supporting a growing national organisation.
• A collaborative and supportive team environment.
• A values-driven culture that is caring, open, and engaged.
• The chance to contribute to meaningful outcomes for children, families, and communities across Australia.

Who we are

Since 2017, TheirCare has delivered exceptional Outside School Hours Care, enriching communities across Australia. Our programs inspire, engage, and nurture children and our people are what set us apart.

At TheirCare, you’ll join a purpose driven organisation that invests in its team and provides real opportunities to grow and make a measurable impact.