Description Employment Type : Full Time (9-month Fixed Term) A brighter future with Helping Hand, for older people and for you. The Technical Support Officer (Level 2) supports Helping Hand staff across multiple sites, ensuring systems, infrastructure and security are stable, reliable and fit for purpose. This role provides Level 1 and Level 2 Help Desk support, maintains on-premise and cloud environments, and plays a key role in strengthening cybersecurity and infrastructure performance. You’ll work closely with the ICT Infrastructure Manager and broader IS team to deliver exceptional technical support across the organisation. You'll also make an impact by: Providing Level 1 and Level 2 Help Desk support, both remote and onsite. Supporting and maintaining servers, networks, desktops and cloud platforms including Microsoft 365 and Azure. Administering Active Directory, identity and access management, and enterprise systems. Implementing and maintaining cybersecurity measures aligned to best practice frameworks. Participating in disaster recovery and business continuity planning. Conducting root-cause analysis to resolve complex technical incidents. Supporting telephony, CCTV, access control and other critical infrastructure systems. Maintaining accurate documentation and contributing to continuous improvement initiatives. Delivering outstanding customer service aligned with Helping Hand’s Golden Standards. What you'll bring To succeed in this role, you will have: Formal IT qualifications and at least three years’ experience in IT technical support. Advanced skills in desktop, server, network and device support. Experience supporting hybrid environments (on-premise and cloud platforms). Strong understanding of cybersecurity principles and incident response. Experience managing identity and access management, including MFA and security groups. High-level communication skills with the ability to explain technical concepts clearly. Strong documentation and problem-solving skills. Current driver’s licence and police check. You'll stand out from the crowd if you have some of the following: Relevant certifications (Microsoft, ITIL, CompTIA). Experience working in aged care or a multi-site service environment. A proactive, continuous improvement mindset. Please click on the link below to view the Position Description. Technical Support Officer - Level 2 Why Helping Hand? Here at Helping Hand we truly care about how you are. Here are some of the things we hope you'll love about working with us: We are who you are At Helping Hand, you'll find real support from teammates and managers who share your values and strengths. We are where you are Helping Hand operates in over 20 communities across South Australia, where we were born and where our roots will always be. We care how you are Be part of a kind, friendly team that genuinely cares about you and your wellbeing. You'll also enjoy a range of other benefits: Be part of a warm, friendly team that genuinely cares about you and your wellbeing Maximise your take-home pay by salary packaging up to $15,899 each year Enjoy an additional $2,650 tax free per year with our Meal and Entertainment Card 17.5% leave loading Prioritise your health and wellbeing with discounted private health insurance, plus our Employee Assistance Program Get active with our Fitness Passport Program and enjoy discounted gym memberships for you and your family Access to an Employee Assistance Program (EAP) Are you ready to lend a helping hand? Join us at Helping Hand and help shape your future and ours. We will be reviewing applications as they are submitted, and conducting interviews accordingly. Apply online today, or to find out more please contact careers@helpinghand.org.au. Current Helping Hand employees must notify their manager of their intent to apply. Please note, you are required to hold valid NDIS or willing to obtain one. Successful candidates will be required to attend induction sessions before commencing work. Helping Hand welcomes and respects the diversity our clients, staff and volunteers bring. Regardless of their culture, religion, spirituality, age, gender, sexuality, disability, socio-economic background or personal experiences, our people are included and respected. Helping Hand strongly recommends that all employees receive COVID-19 and flu vaccinations, as we work in a high-risk setting and are in contact with vulnerable people.
