About the role

Join our Digital Technology and Information (DTI) team as a Digital Support Specialist in this permanent, full-time on-site opportunity based at the Mater Private Hospital Mackay, where you will be responsible for investigating and resolving complex requests and faults.

In addition to providing technical guidance and mentoring to Digital Support Officers on digital troubleshooting, you will also offer support through phone calls, in person interactions, and messaging platforms. This role offers a dynamic and collaborative work environment where you can make a real difference in providing exceptional digital support services.

Salary range: $45.81 - $50.46 per hour plus 11.5% superannuation and access to not-for-profit salary packaging up to $15,900 + access to many staff benefits! 

What you’ll be doing

• Troubleshoot and resolve complex desktop support faults and requests through the Digital Service Portal and other channels, following operating procedures and setting clear expectations for customers.
• Collaborate with Senior Digital Support Specialists for advice on challenging troubleshooting scenarios and ensure proper documentation of faults and requests.
• Update and maintain Service Centre system documentation and work instructions under guidance, identifying and addressing knowledge gaps as needed.
• Assist with non-Digital inquiries and escalate urgent matters to Managers or Supervisors as necessary.
• Participate in after-hours desktop support rotation and provide guidance to Digital Support Officers on linking faults to problem and change records.
• Lead investigation into low complexity problem records and provide Level 1 phone support during peak periods.
• Perform installations and upgrades of IT equipment following guidelines, participate in system upgrades, and offer Level 1 and 2 support for audio-visual, network, telephony, and mobile device issues.
• Support IT asset management administration and mentor Digital Support Analysts on troubleshooting skills and training opportunities.

About you

• Certificate II or III in Information Technology or equivalent experience
• ITIL V3 or 4 Foundation
• Relevant Tertiary Degree is highly desirable
• IT certifications like A+, Network+, Microsoft Certified Professional
• Minimum of 4 years of relevant IT experience
• Demonstrated experience in providing service desk, audio-visual, and desktop support in large and complex environments
• Ability to offer client-focused service to both internal and external clients
• Proficiency in Microsoft operating systems, active directory, networking, and computer and AV hardware installation and support
• Strong time management and organisational skills, including task prioritisation to meet deadlines
• Ability to work effectively as part of a team, maintain confidentiality, and perform well under pressure
• Excellent communication skills to interact with staff at all levels within the organisation

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. #MAKEYOURMATERMOVE

Find out more about living in Central Queensland/North Queensland by visiting our Local Living page.

Applications close on Wednesday, 4th June 2025. 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.