Desktop Support Technician

About Digital & Information Division

Digital & Information Division is a division at Monash Health under one executive sponsor (Chief Digital & Information Officer) that combines five departments: 

1. Information Technology Operations: Delivers and supports the use and development of Information and Communications Technology across Monash Health. 

2. Digital Applications: Delivers and supports the use and development of Information and Communications Technology across Monash Health. Inclusive of Architectural governance and protocols. 

3. Director Business Intelligence: Delivers the data analytics and reporting function across both clinical and administrative data sets. Provides a data custodian role. 

4. Informatics (Medical & Nursing): Provides informatics leadership across medical, nursing and midwifery domains. Responds to evolving clinical informatics needs such as AI, clinician and patient experience and relationships with both government and clinical authorities. 

5. Program Management Office (PMO): The PMO serves as a centralized project management service for all projects related to Digital and Information division. 

This structure ensures a cohesive delivery of an Information System goal of moving towards a paperless health care environment while simultaneously supporting the priorities and needs of the health service.   

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 Level 2 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 Level 2 IT Operations team is also responsible for supporting projects and other technology services as identified by the Director of Information Technology. The Level 2 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 all 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. 

About You

Qualifications/ registrations/ licences:

• Tertiary and/or Industry Qualifications in relevant field 

• Industry Certifications relating to service delivery methodologies (such as ITIL) 

Technical skills/ knowledge/ experience: 

• Prior experience in a Desktop Support / Level 2 role or similar. 

• Prior experience working in a hands on environment resolving hardware related faults 

• Advanced analytical troubleshooting skills. 

• Ability to resolve system faults relating to Level 2 technologies. 

• Excellent verbal/written communication and documentation skills. 

• Good working knowledge of Microsoft 365 and Microsoft Teams/SharePoint. 

• Good working knowledge of Microsoft Windows client and server based operating systems. 

• Good working knowledge of Active Directory, Group Policy, and Exchange. 

• Good working knowledge of printing solutions. 

• Proficient with PowerShell and Scripting languages. 

• Familiarity with networking services: DNS, DHCP. 

• Knowledge of ITIL standards. 

• Knowledge of networking and telephony infrastructure. 

• Knowledge of patient alert systems such as Nurse Call, Duress, and Paging 

• Exposure to SCCM and Intune. 

• Exposure to VMWare. 

• Experience in vendor management, dispute resolution and account management. 

• Demonstrated ability to achieve set Key Performance Indicators (KPI). 

• A strong desire and capability to listen, analyse and recommend. 

• Excellent interpersonal and relationship building skills. 

• Excellent time and personnel management skills. 

• Ability to work within deadlines. 

• Ability to work unsupervised. 

Other position requirements:

• As we support a culture of safety through employee immunisation, there must be documentation provided confirming completed immunisation on employment at Monash Health 

• Current and satisfactory Police Check (must also comply with Aged Care Act 1997 Accountability Amendment Principles 2012 if working in Aged Care setting)  

• Current and satisfactory Working with Children Check. 

• Applicants who are new to Monash Health will be required to enter into an Employment Agreement before commencement  

• Applicants who are new to Monash Health must provide evidence of immunisation before they can receive an offer of employment 

• As this position supports various physical sites, this role requires the applicant to have a suitable mode of transport.  

• This role requires the applicant to hold and maintain a current driver’s license valid in the State of Victoria. 

• If required, scheduled on call work. 

Our Values:

• Integrity: Honesty, open and transparent, admit mistakes, maintains confidentiality, fairness, builds trust. 

• Compassion: Empathy, sensitivity, concern for others, interacts with dignity, tolerance, anticipates needs 

• Accountability: Understands roles, uses resources wisely, delivers on time, timely decision making, achieves stretch goals, takes responsibility for performance 

• Respect: Builds relationships, courteous, listens and understands, gives and receives feedback, sensitivity and understanding, values difference and individual worth 

• Excellence: Supports creativity and innovation, proactive and solution-focused, seeks out opportunities, embraces quality improvement, professionalism