Support Officer

At Southern Cross Care (WA) we help people live extraordinary lives every day, connected to communities. As a provider delivering care, support and accommodation for West Australians in greatest need, our purpose is clear, and our passion is strong.Southern Cross Care (WA) is a place where you can have an extraordinary impact, make an extraordinary difference, and be appreciated for extraordinary contributions.We hope you will join us and become one of the people who make Southern Cross Care (WA) an extraordinary place to be.About the role and where you will be working:The Support Officer is a versatile and dynamic role that provides level 1 and 2 technical support for applications and end user computing (desktop environment) both remotely and on site. The Support Officer also performs ICT field technician duties, such as installing, maintaining, and repairing ICT equipment and systems across SCC (Southern Cross Care) sites in Western Australia. The Support Officer is expected to deliver prompt and accurate customer service, troubleshoot hardware and software issues, document technical procedures, and contribute to the improvement of IT systems and processes.This role is located at our central office in Rivervale with the flexibility to work from home one or two days per week.We’ll also be asking you to:- Address user tickets regarding hardware, software, and networking Providing operational support for and maintenance of System applications including troubleshooting applications issues, maintaining stakeholder communications and liaise with Applications vendors as required. Support the use and delivery of ICT across SCC through, installing, maintaining in good working order, and performing repairs as required to all ICT equipment, including thin clients, desktops, laptops, scanners, printers, and audio-visual equipment. Provide 1st and 2nd level technical support, performing detailed and well-documented fault investigation, and timely and appropriate corrective action to address network and system incidents Participate in development of a Standard Operating Environment (SOE), ensuring compliance with the SOE of all hardware and software changes and acquisitions, and accurately maintaining all system documentation. Provide ‘out of business hours’ support as a member of the SCC ICT team to ensure security and integrity, continuity and availability of SCC’s infrastructure and systems. Provide support to SCC’s VoIP telephony including monitoring network data links, taking suitable actions to mediate any loss to voice services. Procure hardware and desktop software as required by the IT Infrastructure Manager, ensuring system configuration documentation, and license/support agreements and asset registers are accurately maintained Actively work with fellow team members to increase ICT knowledge and skills, and impart industry knowledge. To be considered for this role, you’ll need: Formal IT qualifications (Degree or equivalent) At least 3+ years providing Level ½ support in Microsoft Windows 10 and 11 Environment. Demonstrate knowledge of Windows server environment and related components, including ADFS, Azure AD Connect, DNS, DHCP and Remote Services across multiple sites. Experience in working with vendors of hardware, software and communications and licensing and Service Level Agreements Full drivers license to travel to different SCC sitesWorking with us:At Southern Cross Care (WA), we are committed to being an employer of choice. As well as providing a positive and supportive environment, we also offer the following benefits: Not-for-profit salary packaging options of up to $15,900 for general living expenses and $2,650 for entertainment benefits. Corporate Health Insurance with HBF Free employee assistance program A diverse range of services which allows professional development and growth Paid Parental Leave Annual leave starting at 4 weeks Carers/personal leave Service Awards for long standing employees Flexible working environmentHow to apply:To express your interest, please apply with an up-to-date resume, and a cover letter outlining your experience / suitability.Kindly note, if your application progresses to an interview, we’ll be asking for: National Police Clearance - current within 6 months (or evidence of application) A completed pre-employment health questionnaire QualificationsAbout us:Established over 50 years ago, Southern Cross Care (WA) is a purpose-driven, not-for-profit organisation contributing to social, health and economic development in WA. We do this by enabling the delivery of integrated services in our community for the increasingly complex health, care and accommodation needs of our aging population and those living with mental illness.Our dedicated and passionate team of around 900 employees and 130 volunteers, deliver care and services to over 3000 West Australians across our residential, retirement village, mental health, community housing and home care portfolio.Our promise to our clients, residents and each other is to enable extraordinary because we;Listen, Act, Do not give up, Work as one.Southern Plus and Southern Cross Housing Ltd. are part of the Southern Cross Care (WA) Inc. Group.Southern Cross Care (WA) is an equal opportunity employer committed to diversity and inclusion. We also acknowledge the Traditional Owners of the lands on which we work.For more information on the services, we provide visit: scrosswa.org.au