Incident Management

 Microsoft Office 365

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Who are we?

Formerly Australian Greek Welfare Society Originally established in 1972 as a vital support service for the first wave of Greek migrants, PRONIA has been striving to build a strong and connected community. PRONIA means ‘to provide’ or ‘make provision for’ in Greek but also means more than that. Its deeper connotations of ‘care’ and ‘forethought’ lie at the heart of our mission.

Today, PRONIA continues its mission by helping to support our older generations by building community connections and developing programs to address new and emerging needs. PRONIA delivers culturally appropriate services to the Australian Greek and wider community. We encourage a whole family approach at PRONIA. We can help you, your parents and your grandparents to live independently for longer and build a strong community together.

Over the years, PRONIA has grown into a leading organisation delivering in-home and community aged care, family support, mental health, disability services, and community education.

We are committed to providing culturally inclusive and respectful services by:

• Supporting people from diverse cultural and language backgrounds
• Providing interpreters and translated information where possible
• Respecting cultural traditions, beliefs and preferences
• Ensuring our staff are trained in cultural awareness and inclusion

What you will be doing

In conjunction with the IT Manager, the IT Support Specialist will be responsible for ensuring that PRONIA’s day to day information technology services are effective and efficient. This includes collaboration with the outsourced Managed IT Service Provider and other IT vendors. In conjunction with the IT Manager, this role ensures delivery of reliable and secure IT Services across all sites, providing responsive Level 1 and Level 2 service desk support to staff for ICT incidents and service requests.

Key Responsibilities

• Provide responsive Level 1 and Level 2 IT support to staff across PRONIA’s sites, resolving ICT incidents and service requests.
• Work in conjunction with the IT Manager to ensure reliable, secure and effective day-to-day IT services.
• Liaise with PRONIA’s outsourced Managed IT Service Provider and other IT vendors to resolve technical issues and maintain service standards.
• Troubleshoot and resolve hardware, software, networking and user access issues.
• Manage user accounts, permissions, devices and IT equipment in accordance with PRONIA’s policies and security requirements.
• Assist with the deployment, configuration and maintenance of computers, peripherals, software and other ICT equipment.
• Monitor, document and escalate incidents and service requests appropriately, ensuring timely resolution.
• Assist with IT projects, system upgrades, technology implementations and continuous improvement initiatives.
• Provide technical guidance and support to staff, helping users make effective use of IT systems and technology.
• Contribute to IT security, data protection, business continuity and compliance requirements.
• Maintain accurate IT documentation, asset records and knowledge resources.

Mandatory Requirements

• Current Australian Driver Licence and access to a reliable motor vehicle.
• Current National Police Check and Working with Children Check (or the ability to obtain prior to commencement) and at the required intervals.
• Must not be subject to any Worker Screening Exclusion, Banning or Disqualification Order under applicable Commonwealth or State legislation, including the Worker Screening Act 2020 (Vic).
• Relevant IT qualification, such as a Certificate IV or Diploma in Information Technology, Systems Administration, Networking or a related discipline.
• Demonstrated experience providing Level 1 and Level 2 IT support in a business environment.
• Demonstrated experience troubleshooting hardware, software, networking and user access issues.
• Experience working with Managed IT Service Providers and/or external IT vendors.
• Strong understanding of IT service desk processes, incident management and technical support.
• Demonstrated ability to provide responsive and professional support to staff with varying levels of technical knowledge.
• Strong written and verbal communication skills.

The ideal candidate will have

• Experience working in the aged care, community services, health or not-for-profit sector.
• Experience supporting Microsoft 365, Windows, Microsoft Teams, SharePoint and related Microsoft technologies.
• Knowledge of cybersecurity, endpoint management and network infrastructure.
• Experience with IT asset management and service desk/ticketing systems.
• Experience supporting staff across multiple sites or locations.
• Experience contributing to IT projects, system upgrades and technology improvements.
• Strong problem-solving skills and a proactive approach to identifying and resolving technology issues.
• A strong customer-service mindset and the ability to explain technical information clearly to non-technical users.
• Strong attention to detail and a commitment to security, confidentiality and compliance.

What we offer

• Full-time, permanent role based in Brunswick – (some travel to alternate office as needed).
• Remuneration is in accordance with the SCHADS Award, dependent on qualifications and experience.
• Salary Packaging up to $18,500 per annum.
• Access to EAP

How to apply:

If you are interested in applying for this role, please submit your resume and a cover letter via our careers page:

https://jobs.swagapp.com/jobs/organisations/61c77df3-7562-423c-a7ff-eb07b0503de7

Position Description:

https://drive.google.com/file/d/19q0jFqLmY4-m30IJQLbTLPz2-ezdhxT0/view?usp=sharing

For further information regarding this role, please contact the People and Culture team on (03) •••• •998 or email ••••@pronia.com.au

Applications close by 15th October 2026