About the role

Join our dynamic team as a Digital Support Specialist based in South Brisbane. This exciting opportunity will allow you to showcase your expertise in IT support and contribute to the digital service excellence of Mater.

The Digital Support Specialist role is responsible for investigating and resolving complex requests and faults received into the Digital Service Centre. This role also provides technical guidance and mentoring on digital troubleshooting to Digital Support Officers.

Salary range: $46.96 - $51.73 per hour plus superannuation and access to not-for-profit salary packaging up to $15,900  + access to many staff benefits! 

What you’ll be doing

As a Digital Support Specialist, you will:

• Provide support via phone calls, in person or messaging platforms
• Troubleshoot and resolve complex desktop support faults and requests received (where the root cause or resolution path is not yet known)
• Assign priority to unresolved tasks in line with operating procedures, appropriately record actions taken and set expectations with customers. 
• Provide guidance and constructive feedback to Digital Support Officers on troubleshooting complex requests and faults, ensuring accurate documentation and maintaining required service standards.
• Under guidance, update Service Centre system and training documentation, and work instructions.  
• Identify gaps in documentation and work with appropriate technical resources to update/create knowledge within the Service Centre.  
• Identify self-service knowledge opportunities. Author or update articles on non complex tasks or solutions and provide to the appropriate knowledge owner for review and approval.  
• Perform after-hours desktop support as part of a rotating on-call roster.  
• During busy periods in the Service Centre, assist with providing Level 1 phone support, if required.  
• Autonomously perform installation and upgrades to IT equipment including PC’s, Printers, Faxes, Scanners, MFD’s, AV equipment and other IT and clinical equipment following work instructions and guidelines.  
• Participate and support system upgrades following work instructions and guidelines and approved change implementation plans.  
• Provide level 1 and 2 support for complex audio-visual faults and requests following work instructions and guidelines.  
• Provide level 1 and 2 network, telephony and mobile device support for routine/common/known faults and requests following work instructions and guidelines. Collaborate with level 3 support staff to identify improvement opportunities in troubleshooting and resolving these faults.  
• Mentor Service Centre Digital Support Analysts on level 1 and 2 troubleshooting; identify skill gaps and recommend training opportunities to Senior Digital Support Specialists. 

About you

To be considered for this position you should have:

• Certificate II or III in Information Technology or equivalent work experience
• Demonstrated expertise in service desk, audio visual, and desktop support
• Strong communication skills
• Knowledge of Microsoft operating systems, active directory, networking, and computer hardware installation
• ITIL V3 or 4 Foundation certification (desirable)

Why join us?

Mater is Queensland’s largest not-for-profit healthcare provider, delivering exceptional care to nearly 700,000 patients each year across 11 (soon to be 12) hospitals. We’re leaders in healthcare, education,  fundraising & philanthropy and research — and it’s our people who make the difference.

We’re looking for passionate individuals to join our team and help shape the future of care. At Mater, you’ll be part of a purpose-driven organisation that values innovation, compassion, and excellence.

• Increase your take-home pay with generous salary packaging options, including meal and entertainment benefits
• Grow your career with access to industry-leading training and professional development through Mater Education
• Wellbeing support through our Employee Assistance Program and on-site pastoral care teams
• Access a range of health and wellbeing services with a corporate discount on private health insurance
• Exclusive discounts across dining, retail, travel, accommodation (just to name a few!)
• Stay active with unlimited access to discounted gyms via the Fitness Passport program
• Convenient, discounted on-site parking
• Enjoy great food with reduced prices at our campus cafés and coffee spots
• Join Queensland’s Largest and Most Innovative Not-for-Profit Healthcare Team.

Be part of something bigger. Make your move with Mater. #GETBETTERWITHMATER

Applications close on February 6th. Please note, we may contact applicants prior to the closing date, please do not hesitate to APPLY NOW!

Mater is committed to the wellbeing of their staff, and it is underpinned by our flexible and remote working policies.

Please Note: We will not require any support from Recruitment Agencies at this time and kindly request no contact is made. Only direct applications will be considered.

Mater Group is dedicated to creating a workplace that values diversity and inclusion. As an Equal Opportunity Employer, we welcome applications from individuals of all backgrounds and abilities. We believe in providing equal opportunities for all qualified candidates.

For more information regarding Reconciliation at Mater, please visit our Reconciliation webpage.

Mater ensures all children have an environment suitable for their safety and wellbeing through proper supervision and safeguarding practices.