IT Helpdesk & Endpoint Support Officer (Onsite Role - Eltham and Box Hill)

This is an onsite role - based at our Box Hill and Eltham offices.

Who are we?

healthAbility, as the name suggests, plays a unique and valuable role in the health system. We work to address the root causes of vulnerability, prevent disease, and promote lifelong health outcomes, empowering people in our community to live their best life.

Our role is also supporting people to self-manage long-term health conditions, such as diabetes and mental health challenges, with multidisciplinary teams delivering community-based programs in a comfortable setting. We also support people, including older people and people with disability, to start living at home longer and to live well in their community.

Our broad range of primary health services, care management and in-home and community support services can be tailored to an individual's needs and with major hubs in Box Hill and Eltham, these services can be delivered locally, in the eastern and north-eastern suburbs of Melbourne.

Why work with us?

Although our clients are at the heart of what we do and we strive to positively impact our communities and those who need it most, the wellbeing of our employees is just as important.

When joining healthAbility's supportive, kind, caring and ethical culture, you are welcomed by multidisciplinary teams passionate about the health and wellbeing of clients and communities, from prevention through to specialist care, and passionate about continually learning and building on their areas of expertise. We embrace this passion and are values driven,



offering careers with meaning and environments that are flexible, evolving, creative and connected.

healthAbility is proud to be an equal opportunity employer. We promote a workplace that actively seeks to include, welcome and value the unique contributions of all people. This means we encourage Aboriginal and Torres Strait Islanders, people with disabilities, LGBTIQ+ people and people from culturally diverse backgrounds to apply for this job, with age being no barrier.

The Opportunity

We are looking for an IT Helpdesk & Endpoint Support Officer to join our supportive and qualified multidisciplinary teams in a Permanent, full-time capacity.

The IT Helpdesk & Endpoint Support Officer keeps healthAbility's day-to-day technology running smoothly, looking after the systems, identity platforms and endpoint services that staff rely on every day. Sitting between internal teams, business stakeholders and external vendors, this role makes sure problems get sorted quickly, access permissions stay properly controlled, and the wider IT environment stays secure, dependable and clearly documented.

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 (

📌 IT Helpdesk (Melbourne)
🏢 healthAbility
📍 Melbourne