IT Coordinator

At Lumia Care, we are on a mission to provide trusted support locally, delivered by the best people. As one of Australia's growing providers of Aged Care and Disability Services, we are expanding our clinical care teams to meet increasing client demand and continue delivering safe, high-quality, person-centred support.
 
We are seeking an experience IT Coordinator for our team in Ashfield NSW to be able to establish the newly created position.
 
About the role
 
Reporting to the IT Service Delivery Lead, you'll operate as the central helpdesk function across a complex, multi-brand systems environment spanning core care, HR, rostering and finance platforms, plus a range of corporate and legacy applications. You'll triage and resolve issues, manage access, and coordinate with our internal teams, vendors and managed service provider (MSP) to keep everything running.
This is a hands-on, high-impact role for someone who takes pride in reliable execution and genuinely enjoys helping people. Based at our Ashfield office, you'll be at the heart of how Lumia Care delivers technology to its people.
 
What you'll be doing

• Acting as the primary point of contact for IT support — logging, triaging and resolving Level 1 and 2 incidents and requests, escalating to MSP or vendors where needed
• Provisioning user accounts, devices and system access to support smooth onboarding and offboarding
• Prioritising and managing tickets in line with service expectations and operational impact, keeping users informed through to resolution
• Identifying recurring issues and contributing to root-cause resolution with internal teams and vendors
• Supporting day-to-day operation of core systems — monitoring health and usage, and addressing issues before they impact operations
• Managing device readiness, including setup, troubleshooting and lifecycle management
• Coordinating resolution across multiple vendors and the MSP where system ownership is distributed
• Building and maintaining knowledge base articles and user guides, and helping uplift IT support across teams and locations

 
What you'll bring

• Experience in a helpdesk, IT support or service desk role, with solid Level 1-2 troubleshooting across hardware, software and user access
• Confidence working across multiple business applications and platforms in a busy environment
• A methodical, detail-focused approach and sound judgement on when to resolve and when to escalate
• Strong communication skills and a genuine service mindset — you make users feel supported
• The ability to juggle competing priorities while keeping records accurate and consistent
• A collaborative, accountable attitude and a commitment to continuous improvement
• A tertiary qualification in Information Technology, Systems Administration or a related discipline (desirable)
• Experience of working on Jira ticketing system 

 
If you are passionate about delivering high-quality technical services and making a difference in the lives of others, we encourage you to apply for this exciting opportunity!