ABOUT THE BAKER INSTITUTE

Imagine being part of a healthcare transformation where each breakthrough brings us closer to cures and life-changing discoveries. At the Baker Heart and Diabetes Institute, we are not just conducting research, we are changing lives.
By working towards cures for heart disease and diabetes, we are tackling Australia’s biggest killers head on. Our relentless pursuit to reverse the life-threatening impacts of associated conditions reflects our commitment to combat these fast-growing diseases.
We are at the heart of some of the world’s greatest scientific breakthroughs. Through our research, we are empowering individuals with the knowledge and tools to adopt healthier lifestyles, ensuring they live longer and more fulfilling lives.
Join us at the Baker Heart and Diabetes Institute. Every step we take brings us closer to a healthier future. By working together, we can make a real difference in the lives of those affected by heart cardiovascular disease and diabetes.

WE’D LOVE TO HEAR FROM YOU

We’re reviewing applications as they are received, so if this sounds like the position for you, you have the skills and knowledge we’re looking for, an appetite to learn, and want to join an organisation where you can make a positive difference, please apply without delay. Please refer to the position description for further information.
To be eligible to apply for this position, you must have appropriate Australian working rights.
Please note offers of employment are subject to satisfactory background checks and the successful candidate will be required to undertake a police check and a Working with Children Check prior to commencement in the position.

HOW THIS ROLE MAKES A DIFFERENCE

By delivering responsive and high-quality technical support across both scientific and administrative areas, the IT Support Officer role plays a critical part in enabling staff to work efficiently and without disruption. This support helps ensure that research teams can focus on innovation and discovery, while administrative functions run smoothly — ultimately contributing to the overall success and productivity of the Institute.
Through this key role, you can contribute to our vision to help people to live healthier for longer, and to stop heart disease and diabetes in their tracks.

In this role you will be expected to:

• DELIVER TECHNICAL SUPPORTProvide Level 1 and 2 IT support across Windows and macOS environments, including setup, configuration, and troubleshooting of end-user devices, AV systems, and telephony.
• MANAGE IT REQUESTSRespond to and manage support tickets via ServiceDesk Plus, ensuring timely resolution and maintaining clear communication with users throughout the process.
• MAINTAIN IT DOCUMENTATIONCreate and update user guides, system configurations, IT procedures, and internal knowledge bases to support consistent and efficient service delivery.
• OVERSEE IT ASSETS AND LICENSINGMaintain accurate IT asset registers, software inventories, and equipment loan records; perform licensing audits and advise on compliance status.
• SUPPORT INFRASTRUCTURE AND LIAISE WITH VENDORSAssist with hardware/software rollouts and infrastructure maintenance; liaise with vendors for warranty claims and support escalations.
• CONTRIBUTE TO IT GOVERNANCE AND SECURITYHelp develop IT policies and procedures, follow cybersecurity best practices, and escalate complex issues appropriately while demonstrating professionalism and reliability