ICT Customer Support Officer

Employer – Farris Care Services Pty Ltd

Position Title – ICT Customer Support Officer

Employment Type - Full-time

Salary Offered – AUD 80,000 to 90,000 + Superannuation

Location – 2/116 Pascoe Vale Road, Moonee Ponds VIC 3039

Experience - 1 year experience

About Us

Farris Care Services Pty Ltd is a registered NDIS and aged care provider based in Moonee Ponds, Victoria, specialising in the delivery of high-quality support coordination, personal care, nursing, allied health, and Home Care Package services. The company is committed to providing person-centred, reliable and compassionate care to its participants and clients while maintaining the highest standards of service quality, data security and operational efficiency across its systems and infrastructure.

Due to continued business growth, Farris Care Services is seeking an experienced and motivated ICT Customer Support Officer to join its operations team. The successful candidate will have proven experience in providing technical support and troubleshooting for hardware, software and network issues, the ability to install, configure and maintain business applications and systems, and strong attention to detail in resolving user queries efficiently. The role requires a commitment to delivering timely, high-quality technical assistance, maintaining accurate documentation, and contributing effectively within a collaborative, client-focused organisation.

Key Responsibilities:

• Determined software and hardware requirements to provide solutions to problems, by assessing the day-to-day technology needs of Farris Care Services staff, support workers and contracted partners, and recommending appropriate fixes or upgrades.

• Responded to inquiries about software and hardware problems, acting as the first point of contact for technical issues raised via phone, email and ticketing systems, and ensuring timely, high-quality resolutions.

• Performed first- and second-level diagnostics on reported issues, working through structured troubleshooting steps, escalating more complex problems to appropriate specialists where required, and retaining ownership of tickets until they were fully resolved.

• Adapted existing programs and cloud-based platforms to meet users' requirements, configuring systems such as Microsoft 365, Google Workspace, OneDrive and Dropbox so they aligned with the workflows of care coordination, administrative and support staff.

• Installed, configured and maintained operating systems and business applications on staff devices, ensuring software was correctly set up, licensed and kept current for day-to-day use.

• Ensured efficient use of applications and equipment by training staff and contracted partners on system use, and by communicating technical information clearly to users with varying levels of IT literacy.

• Managed user accounts, access permissions and configuration settings for staff and contracted partners, supporting appropriate and secure access to organisational systems.

• Implemented and maintained computer networks, monitoring connectivity, supporting remote-access tools, and troubleshooting network issues to keep staff connected across office and community-based work.

• Provided onsite and remote technical support for desktops, laptops, tablets and mobile devices (Apple and Android), assisting staff regardless of their location.

• Diagnosed and coordinated repair or replacement of peripheral equipment and hardware, such as printers, modems and other office devices, to minimise disruption to operations.

• Operated a help-desk-style support function, managing inbound technical support requests through phone, email and a ticketing system, and tracking each issue from initial report through to resolution.

• Maintained ICT documentation, including asset registers, incident logs, troubleshooting guides and process notes, to support consistent and traceable IT service delivery over time.

To be successful in this role, it is essential you have:

• Minimum one year of verifiable relevant work experience supported by a relevant trade qualification

• Holds a relevant qualification, providing a strong educational foundation supporting the technical and analytical skills required for the role.

• Strong communication skills, able to explain technical issues clearly to users with varying levels of IT literacy.

• Problem-solving and analytical skills to diagnose issues accurately and identify solutions under time pressure.

• Customer service orientation, given the role's function as a first point of contact for technical queries.

• Time management skills to prioritise and track multiple support requests through to resolution.

Join Farris Care Services Pty Ltd and become part of a dedicated team committed to delivering exceptional care and reliable technical support across our operations.

We look forward to welcoming a motivated and experienced ICT Customer Support Officer who is committed to delivering outstanding technical service and contributing to the continued success of the company.