IT Service Desk Level 2

Role Summary

C.A.R.E. values

Collaboration, Accountability, Respect, and Empathy.

Why this role matters

We are seeking an experienced IT Service Desk Level 2 professional to join our growing ICT team. This role provides both onsite and remote support across multiple aged care and corporate locations, ensuring our technology services remain reliable, secure, and customer-focused.

This is a fantastic opportunity for someone who enjoys a mix of hands-on technical support, stakeholder engagement, and operational problem-solving within a purpose-driven healthcare environment.

Responsibilities

Reporting to the Head of Service Desk, you will act as a key escalation point for technical issues and service delivery across multiple sites. You will provide Level 2 support, coordinate incident resolution, support critical business systems, and partner with operational leaders to ensure excellent technology outcomes.

• This role requires regular travel between our facilities in Wallan, Geelong, and Melbourne Head Office (Cheltenham) with a travel allowance provided.
• Provide Level 2 technical support for hardware, software, networking, and Microsoft 365 environments.
• Manage and resolve incidents, service requests, and escalations within agreed service levels.
• Support Windows 10/11 devices, laptops, desktops, printers, mobile devices, and user accounts.
• Troubleshoot Microsoft 365, Active Directory, Entra ID, and Intune-related issues.
• Coordinate with infrastructure, applications, cybersecurity, and external vendor teams.
• Support facility technology projects, site upgrades, and new site commissioning activities.
• Participate in major incident management and business continuity activities.
• Deliver exceptional customer service and technical support to end users across multiple locations.
• Maintain accurate documentation, knowledge articles, and support procedures.

About You

To be successful in this role, you will have

• Demonstrated experience in IT Support, Service Desk, Desktop Support, or a similar role.
• Strong troubleshooting and problem-solving skills.

Ability to coach and mentor others

• Experience supporting Microsoft Windows 10/11 and Microsoft 365 environments.
• Knowledge of Active Directory, Entra ID, and Intune administration.
• Excellent communication and customer service skills.
• The ability to work independently and manage competing priorities.

Current National Police Check or willing to obtain

• Australian Citizenship, Permanent Residency or valid Australian work rights.
• A current Victorian Driver's Licence and willingness to travel regularly between sites.

Requirements

Desirable

• Experience within healthcare or aged care environments.
• Exposure to Microsoft Intune and Autopilot.
• ITIL knowledge or certification.
• Experience with networking technologies including Wi-Fi, switching, and firewalls.
• Microsoft certifications.

Benefits & Work Culture with For Purpose Aged Care

As a purposeled, notforprofit organisation, our staff’s health and wellbeing are important to us. This is why we offer a growing range of benefits to support both work and life, including:

• Exclusive staff discounts with JB HiFi, Endota Spa and more
• CommBank Workplace Banking
• Salary sacrificing options with superannuation
• Novated leasing through Enlist
• HESTA member benefits
• Access to EAP – free, confidential counselling
• Apply Now
• If you're a customer-focused IT professional looking for a varied role with a mix of technical support, stakeholder engagement, and site-based work, we'd love to hear from you.
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About the Company

At For Purpose Aged Care, our purpose is to deliver exceptional care for meaningful ageing. We are dedicated to creating communities that set the standard in aged care, guided by our