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About the Role The position of Desktop Support Technician forms part of the Level 2 IT Operations team within the Information Technology department and is responsible for providing on site support across Monash Health.
The IT Operations team is responsible for providing level 2 support in the delivery of end point IT infrastructure and applications across Monash Health both physically on site and remotely.
This includes technical hardware, application, server, and network support.
The IT Operations team is also responsible for supporting projects and other technology services as identified by the Director of Information Technology.
The IT Operations team is technology and customer focused and will work closely with both clinical and administrative teams to ensure the best possible outcomes for Monash Health clients and patients.
The Information Technology Services department is based at Clayton, however this position will be required to work across the various Monash Health sites.
The position also includes the ability to work a rotating On-call Level 2 roster as required.
This position reports to the Team Lead, Level 2 IT Operations.
Key result areas Owning and resolving level 2 IT faults, service requests, and queries within set SLAs, especially those pertaining to onsite support related activities.
Provide predominantly on-site technical support to internal customers across a range of diverse technologies, including but not limited to end user devices, networking services, application services, cloud services, and server infrastructure.
Ensuring IT support tickets are managed in a timely manner and closed off with appropriate levels of documentation.
Provide technical face to face, phone and email assistance as an escalation point in support of the Service Desk.
Professional and customer focused communications via both the IT ticket management system, phone and face to face.
Support, provisioning, and configuration of hardware devices.
Achieve set Key Performance Indicators (KPIs).
Maintain and adhere to operational procedures and complete appropriate support documentation when procedures change.
Develop and maintain a customer focused culture and contribute to a friendly and co-operative working environment; fostering strong working relationships with all colleagues to deliver quality outcomes Build and leverage relationships internally across Technology Business Services teams such as Service Desk, Infrastructure, Desktop Experience, and Support Services.
Provide quality assurance for all project deliverables including documentation requirements, design, test plans and handover documentation.
Participate in ad hoc projects as directed by TBS management.
Other duties as assigned from time to time by TBS management.
For a confidential discussion and to explore the opportunity further, please call Peter Ta on 0400 194 275.
Position Description can be found here We recognise the value of equal employment opportunity.
We are committed to patient safety, promoting fairness, equity and diversity in the workplace and to Child Safe Standards.
At Monash Health we are relentless in our pursuit of excellence and work to our six guiding principles and our five ICare values.
How to Apply Applications are accepted via the Monash Health online EHub system.
For information including how to apply and probity check requirements, please click here for the 'Application Guide' Applications will be screened upon receipt and selection activity may commence prior to the closing date.
Applications close: June 4th, 2025