Digital Support Specialist

Job Description

About the role 

Mater’s Digital Service Centre has an exciting opportunity for a Digital Support Specialist to join us in a permanent and full-time capacity at our Mackay location! You will be part of the team who are the first point of contact for our Mater people state-wide who are requiring assistance with digital technologies.

This role will be required to be the subject matter specialist to support systems, technology, workflows that the Digital Service Centre supports. You will be responsible for the technical mentoring of our Digital Support Officers along with collaborating with other Digital support and delivery people across the Division to troubleshoot and problem solve complex Service Centre issues; and to identify and address skills and knowledge gaps.

Salary range: $42.05 - $46.33 (MCAS level 4) per hour plus superannuation and salary packaging 

What you’ll be doing 

Some of the key duties for this role include: 

  • Troubleshoot and resolve complex desktop support faults and requests  
  • Assign priority to unresolved tasks in line with operating procedures
  • Appropriately record actions taken and set expectations with customers 
  • Refer to Senior Digital Support Specialists for troubleshooting advice  
  • Document faults and requests according to work instructions and guidelines
  • Provide guidance to Digital Support Officers on the documentation of complex requests and faults  
  • Provide feedback to Digital Support Officers to ensure required standards of service are maintained 
  • Under guidance, update Service Centre system and training documentation, and work instructions 
  • Identify gaps in documentation and work with appropriate technical resources to update/create knowledge within the Service Centre  
  • Identify self-service knowledge opportunities 
  • Assist Mater people with routine/common/known non-Digital enquiries into the Service Centre  
  • Perform after-hours desktop support as part of a rotating on-call roster 
  • Provide guidance to Digital Support Officers on linking faults to problem and change records 
  • During busy periods in the Service Centre, assist with providing Level 1 phone support, if required 
  • Autonomously perform installation and upgrades to IT equipment including PC’s, Printers, Faxes, Scanners, MFD’s, AV equipment  
  • Participate and support system upgrades  
  • Provide level 1 and 2 support for complex audio-visual faults and requests 
  • Provide level 1 and 2 network, telephony and mobile device support for routine/common/known faults and requests  
  • Perform IT asset management administration  

About you 

To be successful in this role you will ideally have the following: 

  • Minimum 4 years relevant IT experience 
  • Demonstrated experience in the provision of service desk, audio visual and desktop support to end users in large and complex environments 
  • Demonstrated experience in the provision of service desk, audio visual and desktop support to end users in large and complex environments 
  • Excellent customer service skills 
  • Sound knowledge of Microsoft operating systems, active directory, networking, computer and AV hardware installation and support 
  • Demonstrated time management and organisational skills  
  • Ability to organise and prioritise tasks to meet deadlines and evidence of consistently producing required levels of IT support 
  • Proven ability to function as a team member, maintain confidentiality, be flexible and work under high pressure situations 
  • High level communication skills 

Why join us? 

Mater is Queensland’s largest and most innovative not-for-profit healthcare service, providing care for almost 700,000 patients a year across a network of 11 hospitals. 

We are a leader in healthcare, education and research — and that’s because we employ exceptional people. #MAKEYOURMATERMOVE 

  • Via salary packaging arrangements, allocate some living expenses directly from your pre-taxable income and ultimately increase your take-home pay 
  • Access to package meal and entertainment expenses via salary packaging 
  • Access to leading education and professional development via Mater Education 
  • Access to our Employee Assistance Program and on-site pastoral care teams 
  • Discounts to local and national business/venues for Dining/Retail/Travel & Accommodation/Other 
  • Unlimited access to a multitude of discounted fitness facilities through Fitness Passport 
  • Access to on-site, discounted parking 
  • Discounted food and beverage at various campus cafés and coffee venues 

Find out more about living in Central Queensland/North Queensland by visiting our Local Living page. 

For further information specific to the position, please contact Joseph Marano – Service Delivery Manager on joseph.marano@mater.org.au.  

Applications close on 10th of June 2024. Please note, we may contact applications prior to the closing date, please do not hesitate to APPLY NOW! 

Mater is committed to the wellbeing of their staff, and it is underpinned by our flexible and remote working policies. 

Please Note: We will not require any support from Recruitment Agencies at this time and kindly request no contact is made. Only direct applications will be considered.