Aged Care Decisions is looking for a practical and reliable IT Support Officer to join our team in our Southport office.

This is a permanent part-time, on-site role supporting our office and contact centre teams with day-to-day IT support. The role is 4 days per week, 4–5 hours per day, on an agreed regular roster within business hours.

Candidates must have a minimum of 2+ years of IT support experience.

This role is not remote. Regular hands-on support is required for staff, workstations, headsets, phones, and office equipment.

About us

Aged Care Decisions is part of Aged Care Reviews Pty Ltd and is Australia's largest aged care placement service.

We help families across Australia find aged care options that match their needs, location, timing, and preferences. Our service is supported by a dedicated team and purpose-built internal technology that helps families during what can often be a stressful and emotional time.

We are a fast-moving business with a strong focus on helping people, improving our systems, and supporting our teams to do their best work.

The role

We are looking for someone who enjoys solving practical IT problems and supporting people face-to-face.

You will be the first point of contact for common IT support requests and will work closely with our internal IT/Product team and our external Managed Service Provider for escalated issues.

You will report to the Head of Product & Technology.

This role would suit someone with experience in IT support, help desk, desktop support, or a similar hands-on support role.

What you'll be doing

• Provide friendly first-level IT support to office and contact centre staff.

• Troubleshoot common hardware, software, login, printing, headset, and connectivity issues.

• Set up and support desktops, laptops, monitors, docks, keyboards, mice, and headsets.

• Assist with workstation moves, desk setups, and new starter equipment.

• Support Microsoft 365 applications including Outlook, Teams, Word, and Excel.

• Assist with user onboarding and offboarding tasks.

• Create, update, and disable user accounts in Active Directory.

• Perform password resets and basic access support.

• Join PCs to the domain and assist with basic Windows 10/11 configuration.

• Support our 3CX phone system, including softphone setup, headset configuration, and basic call quality troubleshooting.

• Log, categorise, and update support tickets.

• Escalate more complex issues to our MSP with clear notes and supporting information.

• Maintain basic IT asset records, including laptops, PCs, headsets, peripherals, licences, and warranties.

• Help document common support steps and recurring issues.

• Support basic IT security processes, including user access, device setup, and policy compliance.

• Work with external vendors and suppliers when required.

Who you are

• You have previous experience in an IT support, help desk, desktop support, or similar role.

• You are comfortable supporting users face-to-face in an office environment.

• You have hands-on experience with Windows 10/11 desktops and laptops.

• You have experience with Microsoft 365, especially Outlook and Teams.

• You understand basic networking concepts such as Wi-Fi, LAN, printers, and connectivity troubleshooting.

• You have some experience with Active Directory, password resets, user accounts, and device setup.

• You are confident setting up PCs, monitors, docks, headsets, and general office equipment.

• You communicate clearly and patiently with non-technical users.

• You can manage your time well and follow through on support requests.

• You have a practical, can-do approach and enjoy solving everyday IT problems.

• You are comfortable working on-site in a busy office and contact centre environment.

• You have the right to work in Australia.

Highly regarded, but not essential

• Experience with 3CX or another VoIP/softphone platform.

• Experience with Atera or another ticketing/RMM platform.

• Exposure to UniFi networking equipment.

• Experience supporting a call centre or high-volume office environment.

• Basic Microsoft 365 admin centre experience.

• Experience with IT asset tracking and onboarding/offboarding checklists.

• CompTIA A+, Certificate IV in IT, or a similar qualification.

• Previous experience working with or alongside a Managed Service Provider.

Hours and remuneration

• Permanent part-time role.

• 4 days per week.

• 4–5 hours per day.

• Agreed regular workdays and hours within business hours.

• $35–$40 per hour plus superannuation, depending on experience.

• Immediate start available.

Important note

• Applicants must have the right to work in Australia.

• Visa sponsorship is not available for this position.

How to apply

• Apply via SEEK with your CV and a brief cover letter.

• Please include a short note about your availability and a summary of your previous IT support experience.

We are looking for someone practical, reliable, and comfortable supporting users in a busy office environment.

Find out more about us at agedcaredecisions.com.au