Key responsibilities

• Provide ICT technical support to end-users, troubleshoot hardware and software issues promptly.
• Collaborate with the Purple House ICT team and external ICT Contractors to resolve complex technical problems and escalate issues as necessary.
• Collaborate with stakeholders and ensure work complies with relevant regulations and standards.
• Coordinate the procurement, installation/migration, maintenance, monitoring, and upkeep of the organisation's ICT software, infrastructure, and consumable materials.
• Effectively monitor (and report on) equipment and software lifecycle, rollout of software, periodic patches, and updates to mitigate risks to the systems security and integrity.
• Develop, maintain, and promulgate end-user guides, documentation, and other self-help resources.
• Contribute to the implementation and monitoring of control measures by delivering training and orientation sessions for end-users on ICT systems according to policy and industry best practices.
• Collaborate with other team members on projects and initiatives to improve organisational output and proficiency.
• Remain informed on industry trends and standards, provide considered advice to the TSM, recommend improvements to systems and processes.
• Demonstrate practical understanding of ITIL best practice models related to service desk, change management, ICT system infrastructure, security, and controls.
• Promote a safe work environment in accordance with legislative requirements, adhere to Work Health Safety guidelines, and report all incidents and near misses according to policy.
• Other duties as required within trained capability and within classification.

About You

To be successful in this role, you will bring:

Essential

• Certificate III (minimum) level ICT Support Technician, Information Technology, or related study.
• Demonstrated 2+ years’ experience in an ICT support role with strong customer service background.
• Advanced computer literacy in particular use of business productivity suites and workflow environments such as Adobe Suite and MS Office ecosystem with established working knowledge of Excel, Word & Outlook.
• Strong troubleshooting and problem-solving skills.
• Excellent interpersonal communication skills both written and verbal.
• Ability to work effectively as an individual and collaboratively in a team.
• Strong time management skills with ability to critically analyse competing tasks, manage expectations, deliver multiple allocated projects within agreed timelines, and prioritise key sub-task markers.
• Able to support a culture of using existing systems more proficiently to improve workflows where the need is identified.

Highly Desirable

• 3+ years of experience in an ICT support role.
• Experience with enterprise Clinical Patient Administration Systems.
• Cert IV, Diploma or Advanced Diploma in ICT or Business Administration (with proven ICT experience and skillset).
• Experience with broader Microsoft ecosystem workflow development tools such as Power Automate, Visio, Teams, Tasks, SharePoint & Projects.
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