Job description:

At the Murdoch Children's Research Institute (MCRI), our IT team plays a pivotal role in empowering staff with reliable and responsive tech support. We are looking for a customer-focused IT Support Officer to join our team and help us continue delivering outstanding service across the Institute.

As the first point of contact for IT issues, you'll respond to service desk calls and emails, provide on-site support, troubleshoot problems, and ensure smooth day-to-day operations of our IT systems. Your ability to communicate clearly, solve problems efficiently, and escalate issues when necessary, will help maintain our high service standards.

This is an exciting opportunity for someone with strong technical skills, a passion for helping others, and a drive to make a difference in a research environment focused on improving children's health.

Your responsibilities include:

• Provide first-level support via phone, email, and in-person for IT-related issues
• Troubleshoot and resolve hardware, software, and printer/network issues
• Log, track, and manage service requests using help desk tools
• Prioritise and escalate complex problems to Level 2/3 support
• Assist in setting up desktops, laptops, mobile devices, and printers
• Maintain documentation and contribute to FAQs and user guides
• Liaise with vendors for warranty-related repairs
• Support Microsoft 365, email systems, and other business applications
• Help identify trends and recommend improvements to reduce recurring issues

What we need from you:

You're a proactive problem-solver with strong communication skills and a passion for IT support. You enjoy working both independently and as part of a collaborative team. You take pride in providing excellent service and keeping users informed every step of the way.

• Bachelor's degree in IT, Computer Science, or related field
• Minimum 1 year of IT support experience
• Certifications (e.g., CompTIA A+, Microsoft 365, or ITIL) highly regarded
• Strong knowledge of Windows 10/11, Mac OSX, and Microsoft Office suite
• Experience with desktop hardware, networking, and diagnostic tools
• Ability to manage time effectively and prioritise tasks
• Clear written and verbal communication skills
• Willingness to participate in physical tasks (e.g., lifting equipment)
• A ‘can-do' attitude and commitment to continuous improvement

For full viewing of responsibilities and requirements please refer to the position description.

Any specific questions related to this position should be directed to Daniel Clarke at [email protected].

What's in it for you?

• Benefit from salary packaging, including entertainment and novated leases
• Work for a purpose-driven organisation improving children's health
• Collaborate with friendly, professional, and dedicated teams
• Grow your career in a dynamic and supportive environment
• Access to professional development and training opportunities

Who we are

Murdoch Children's Research Institute envisions a transformative future for child health. Our institute is a hub of impactful scientific breakthroughs, particularly in early interventions, enhanced diagnosis, prevention, and potential cures. We thrive on collaborative, multidisciplinary problem-solving to address challenging queries in child health. Committed to inclusivity and respect, we foster a positive working environment that values diverse backgrounds and experiences. As a proud member of the Australian Network on Disability and a dedicated supporter of Science Australia Gender Equity (SAGE), we uphold principles of equal opportunity and diverse representation.

We are committed to the safety of children and young people and takes a zero-tolerance approach to all forms of child abuse, exploitation and harm. Child safety is prioritised in our decision-making at all levels of the Institute.

Join Us!

If you believe this role is a good fit for you, please apply by submitting:

• Your resume
• A cover letter addressing the selection criteria
  
  

Ensure these documents are combined into a single PDF file.

We welcome individuals of diverse genders, ages, ethnicities, cultural backgrounds, abilities, religions, and sexual orientations in our workplace. We actively encourage talented individuals from all walks of life to apply for our job openings. Our commitment lies in fostering a workplace that is barrier-free and inclusive, aiming to attract the most skilled candidates.

For any questions related to the recruitment process, feel free to reach out to our Recruitment team at [email protected]. Ensure that you include the position number and job title in the subject line. Please refrain from sharing your application to this email address.

Please note, we reserve the right to close the vacancy prior to the closing date once a sufficient number of applications have been received.

No recruitment agencies please.

Position Description

Applications close: 8 August 2025 AUS Eastern Daylight time