IT Support Officer

Position Title

Information Technology (IT) Support Officer

Location

Pemberton View Office, 10 Somerset Drive Albury

Status

Permanent, Full-time 38hr/wk. 

Award

The Lutheran Aged Care, NSWNMA and HSU NSW Enterprise Agreement

Reporting to

Information Technology Manager

Last Reviewed

August 2026

Role Objective

The purpose of this role is to provide front-line primary support to end-users on various issues and difficulties associated with IT systems and business applications.  This involves directly supporting users in enabling them to use and increase their productivity through appropriate, for purpose, technology; and ensure that the organisation’s technology applications and the underlying IT infrastructure are functional and reliable.  This role also has the objective of ensuring that all work is performed in line with best practice, regulations, WHS requirements and our corporate relationship with external services and providers.

Personal Qualities

• Honesty, initiative, reliability, and discretion
• Cooperation and team participation
• Communication and interpersonal skills
• Empathy and consideration for older persons
• Willingness to develop professionally
• Self motivation and organisation

Selection Criteria

Essential

1. Minimum 1-2 years’ experience within an IT Help Desk and technical support environment.
2. Demonstrated knowledge of corporate computer operating systems, networks, and technologies, including Windows environments, Microsoft 365 (including Teams, Sharepoint etc), Active Directory/Intune/Entra ID, MS Exchange and Outlook etc.
3. Highly developed problem solving and business analysis skills including the ability to analyse end-to-end process which help address Root Cause Analyses.
4. Advanced organisational skills and ability to manage conflicting deadlines and priorities.
5. Excellent communication and interpersonal skills with a passion for customer service - including the ability to independently resolve problems to achieve mutually beneficial outcomes.
6. Demonstrated ability to:
   1. Be flexible and adaptable;
   2. work within a multidisciplinary team and impart knowledge at an appropriate level relevant to the end user;
   3. work with a minimum of supervision; and
   4. work collaboratively with external IT business partners.
7. Strong customer service ethic and demonstrated ability to exceed customer expectations.
8. Intermediate to advanced level of computer literacy including but not limited to Office 365, Sharepoint, WordPress and systems administrator experience.

Desirable

1. Possession of or working towards formal qualifications in Information Technology and related areas.
2. Relevant IT Certifications (Microsoft, Azure etc)

All LAC Staff are required to have, or obtain before commencement of employment

• NDIS Worker Screening Check
• 3x Covid Vaccinations (Any year)
• Flu Vaccinations (Current year)

For a more detailed position description, please see our website.