ICT Operations Support Officer
- Provide Level 1 and Level 2 service desk support for IT operations.
- Deliver high-quality ICT support for hardware, software, and cloud services.
- Contribute to IT infrastructure projects and maintain compliance with ITIL standards.
Summary
Be part of an engaging team that thrives on challenges
Competitive remuneration package with salary packaging benefits available
Ongoing full-time hybrid role, with 4 days on site
About the Opportunity
The ICT Operations Support Officer is a key member of the ICT operations team, responsible for maintaining the stability, efficiency, and reliability of IT operations across the organisation. The role delivers Level 1 and Level 2 service desk support, providing both proactive and responsive assistance to all MCM Group business units. This includes a mix of onsite and remote support for staff across all MCM Group locations.
About you
We are looking for someone who can:
Deliver high-quality frontline ICT support for hardware, software, mobile devices, and cloud services across multiple sites
Act as a first point of contact for end-user ICT queries via phone, in-person, or through the service desk tool
Provide general support for MCM-issued hardware and software including desktops, laptops, mobile devices, printers, and AV equipment
Assist with device deployment and user onboarding/offboarding, ensuring compliance with ICT standards
Provide operational support for hardware, software, and network systems
Troubleshoot issues with end-user devices, network connectivity, and peripherals
Deliver IT support both in-person and remotely across all MCM locations
Develop and update knowledge base articles to empower user self-service
Contribute to IT infrastructure projects, such as upgrades, migrations, and new implementations
Adhere to ITIL standards for incident, request, and problem management.
Maintain adherence to Essential 8, NIST requirements, and other relevant compliance frameworks
Benefits of working with MCM include:
Diverse and inclusive organisation
Attractive Salary Packaging benefits
Supportive learning and development environment
Culture of continuous improvement
Essential:
Proven experience in IT support within service desk, customer service and operational roles, minimum of 2 years of experience
Strong technical knowledge of hardware, software, and basic networking
Excellent communication and problem-solving skills
Ability to work collaboratively in a fast-paced support environment
Demonstrated troubleshooting and resolution skills for remote and onsite issues
Demonstrated initiative, flexibility and a commitment to continuous improvement
ITIL certification or equivalent knowledge of ITIL processes
Ability to travel to various locations for onsite support
Screening Criteria:
National Police check
International Police check
Working with Children check
Valid Victorian Drivers license
Right to Work in Australia
Applications for this role will close on 6 November 2026 /or Applications may close before the deadline, so please apply early. Please include your current resume and cover letter.
Please review the position description to understand more about the role and responsibilities. If you have any needs throughout the recruitment process that have not already been catered for, we encourage you to contact recruitment@mcm.org.au to let us know how we can better support you to apply.
About MCM
MCM is an inclusive and equal opportunity employer with a strong commitment to safety. MCM embraces differences because we know that diversity and inclusion help us to attract, recruit, engage and retain talented people.
We are a leading not-for profit-for-purpose organisation that offer a broad range of services in Disability, Homelessness, Palliative Care and Education.
Our commitment to Safety
MCM is committed to the safety of its clients and employees, taking a zero-tolerance approach to violence within the workplace and abuse, including child abuse and abuse of people with disability. All employees are required to comply with the Child Safe Standards.
Our commitment to Diversity, Inclusion & Equity of Access
At MCM we embrace our differences because we know that diversity helps us to innovate and make the biggest impact possible. Our DEI Strategy supports and drives an inclusive workplace culture. We embrace the learning opportunities that come with authentic commitment to equity of access for all. We particularly encourage Aboriginal and Torres Strait Islander candidates to apply.
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