Posted: 21/07/2026
Closing Date: 17/08/2026
Job Type: Permanent - Full Time
Location: Melbourne
Job Category: Information Technology
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 stay 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 multi-disciplinary 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 unique contributions of all people. This means we encourage Aboriginal and Torres Strait Islanders, people with disabilities, LGBTIQ+ and from culturally diverse backgrounds to apply for this job, with age being no barrier.
The Opportunity
We are looking for an IT Systems & Endpoint Support Officer to join our supportive and professional multidisciplinary teams in a permanent, full-time capacity.
The IT Systems & 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.
Responsibilities include but not limited to:
Service Desk & Incident Management
- Provide professional 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
- Manage incidents and service requests through the IT helpdesk ticketing system
- Escalate complex or high-impact incidents to the IT Manager, or application vendors, with comprehensive diagnostic context, timeline, and business impact assessment.
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.
Occupational Health and Safety (OHS)
- Take reasonable care for your own health and safety, and that of others.
- Follow workplace health and safety policies, procedures, and instructions.
- Report hazards, near misses, injuries, and unsafe practices promptly.
- Support a safe work environment, including compliance with emergency procedures.
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.
Applications for this role will be reviewed as soon as they are received, so be quick to apply.
