IT Helpdesk & Endpoint Support Officer

Eltham and Box Hill locations - On site work

Competitive salary + salary packaging + leave loading

Permanent, full-time opportunity

If you want flexibility, a outstanding culture, inspiring teams and a supportive working environment as a Permanent IT Helpdesk & Endpoint Support Officer – read on!

Responsibilities include but not limited to:

Service Desk & Incident Management

- Provide professional, empathetic, and customer-oriented Level 1 and Level 2 IT support to all healthAbility staff across desktops, laptops, mobile devices, printers, meeting rooms, peripherals and standard business applications, with product-level or engineering issues escalated to the relevant vendor or service provider.
- Manage incidents and service requests through the IT helpdesk ticketing system, ensuring updates, prioritisation, and resolution activities are clearly documented according to the ITIL-aligned incident classification matrix and SLA policy.
- Escalate complex or high-impact incidents to the IT Manager, or application vendors, with comprehensive diagnostic context, timeline, and business impact assessment.
- Provide responsive support to office-based, remote, and executive users with a strong service mindset.

Endpoint Device Management & SOE Lifecycle

- Design, build, test, harden, and deploy Standard Operating Environments (SOE) for Windows desktops and laptops using the device imaging platform, ensuring images incorporate current security baselines, group policies, and approved application stacks.
- Execute secure device decommissioning including data sanitisation, asset deregistration, licence recovery, and certificate-of-destruction documentation.
- Administer the Mobile Device Management (MDM) platform for enrolment, configuration, compliance policy enforcement, and lifecycle management of organisation-owned and BYOD mobile devices (iOS, Android).
- Support device provisioning for new starters and deprovisioning for leavers.
- Configure and troubleshoot all endpoint peripherals: network printers, multi-function devices (MFDs), scanners, VoIP desk phones and softphones, meeting room AV equipment, and video conferencing systems.

Patch Management – Applications & Operating Systems

- Execute and monitor operating system and third-party application patch schedules for Windows endpoints and Windows Server infrastructure, targeting Essential Eight compliance.
- Utilise the Endpoint Device Management platform to deploy, verify, and report on OS patch compliance across all managed endpoints.
- Monitor vendor security advisories, CVE disclosures, and end-of-support announcements for applications and operating systems, and proactively plan upgrade or replacement activities.
- Maintain OS patch compliance dashboards and generate scheduled and ad-hoc compliance reports for IT governance.

Application Control & Software Management

- Assist in the implementation and ongoing management of application control (whitelisting/blocklisting) policies using the Application Control platform.
- Assist in maintaining and updating the authorised application catalogue, ensuring only approved, digitally signed software can execute on managed endpoints.
- Assist in monitoring application control logs and alerts for policy violations, blocked executions, and potential security incidents,



escalating findings to the IT Manager with contextual analysis.
- Support the review and approval process for new software requests, verifying publisher trust, digital signatures, licence compliance, and SOE compatibility before deployment.
- Manage software deployment, updates, and removal via the Endpoint Management portal.
- Conduct periodic software inventory audits, reconciling installed applications against the authorised catalogue and licence entitlements, and remediating unauthorised installations.

Identity & Access Management

- Administer user accounts, security groups, distribution lists, shared mailboxes, and role-based permissions across Microsoft Entra ID (Azure AD), on-premises Active Directory, Microsoft 365 and clinical/business applications.
- Execute new user provisioning (onboarding) in accordance with the New User Creation Procedure.
- Execute user disabling (offboarding) in accordance with the User Disabling Procedure.
- Maintain auditable records of all account provisioning, modification, and deprovisioning actions for compliance and forensic purposes.

Enterprise Asset & Configuration Management

- Maintain a comprehensive, accurate, and continuously updated inventory of all enterprise IT assets (desktops, laptops, monitors, tablets, mobile devices, printers, MFDs, network peripherals, AV equipment, servers) in the Asset Management platform.
- Record and maintain asset attributes.
- Conduct periodic physical asset audits (minimum quarterly) and reconcile against the Configuration Management Database (CMDB), identifying and remediating discrepancies including orphaned, unregistered, or rogue devices.
- Manage software licence entitlements, renewal dates, subscription tiers, and compliance, ensuring the organisation operates within licence terms and flagging risks to the IT Manager.
- Manage warranty claims, repairs, and vendor RMA processes, tracking turnaround times and maintaining loaner device availability.
- Ensure all disposed assets are formally deregistered with supporting evidence of data sanitisation.
- Generate asset management reports for governance and audit requirements.

Systems, Network and Security Operation Support

- Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive and related user administration activities.
- Manage Entra ID / Active Directory for user accounts, groups, permissions and access controls within defined policies.
- Troubleshoot LAN/WLAN connectivity issues including Ethernet cabling, Wi-Fi authentication, DNS resolution, DHCP leasing, and TCP/IP configuration.
- Assist with security incident response activities: initial triage, evidence preservation, containment actions (account disablement, device isolation), and escalation to the IT Manager per the Incident Response Plan.
- Support endpoint protection operations using the Endpoint Management platform.
- Participate in Essential Eight compliance activities:



application control verification and patch compliance auditing.

Vendor & Service Management

- Act as the first point of contact for vendor technical support cases, managing cases through to resolution with regular status updates to affected users.
- Liaise with application vendors for bug reporting, feature requests, and service restoration activities.
- Prepare hardware and software procurement requests.
- Track vendor SLAs and escalate performance issues or contract concerns to the IT Manager.

Documentation, Knowledge Management & End-User Enablement

- Create, maintain, and continuously improve technical documentation: SOPs, configuration records, build guides, runbooks, and troubleshooting playbooks.
- Build and curate a self-service knowledge base of end-user-facing articles.
- Deliver informal and scheduled end-user training when required.
- Ensure all documentation is version-controlled, reviewed at least annually, and stored in the approved documentation repository.

Continuous Improvement & Projects

- Identify recurring issues and contribute to preventative fixes, knowledge articles, and process improvements.
- Assist with IT projects such as endpoint refreshes, cyber security improvements and system rollouts.

Quality, Risk and Compliance

- Comply with all relevant legislation, standards, codes, and organisational policies and procedures.
- Identify, document, and escalate risks, incidents, concerns, or feedback that may impact client safety, wellbeing, rights, or quality of care.
- Actively participate in audits, reviews, and quality improvement initiatives to strengthen person-centred care and service outcomes.
- Maintain accurate, timely, and complete records, protecting client rights, confidentiality, dignity, privacy, and choice.

Skills & Experience

Bachelor's Degree or Diploma in Information Technology, Computer Science, or a related field; or equivalent demonstrated minimum 2 years' experience providing Level 1 and Level 2 service desk, endpoint, and system support in a professional environment, preferably within health, community services or the not-for-profit sector.

- Customer-focused approach with calm, professional handling of urgent or competing priorities.
- Practical experience executing operating system and application patch management programs.
- Strong working knowledge of Microsoft 365 administration: Entra ID (Azure AD), Active Directory, Exchange Online, Teams, SharePoint, OneDrive, Intune.
- Experience administering endpoint management and security platforms.
- Experience with Mobile Device Management (MDM) platforms.
- Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, LAN/WLAN.
- Experience operating an ITSM ticketing system, with demonstrated SLA management capability.
- Excellent interpersonal, written, and verbal communication skills with the ability to translate technical concepts for non-technical audiences.
- Solid grasp of AI-assisted tools and concepts, using platforms like Microsoft Copilot responsibly to help with troubleshooting, documentation, and improving processes.
- Industry certifications such as CompTIA A+, Microsoft Certifications, ITIL 4 Foundation, or equivalent, are desirable.

Current Victorian Driver's Licence (travel between sites is a component of the role).

If you want to work with great people – we'd love to hear from you.

📌 IT Helpdesk & Endpoint Support Officer (Melbourne)
🏢 healthAbility
📍 Melbourne