About the role

Reporting to the IT Operations Manager, you will provide day-to-day technical support across a diverse environment, including hardware, software, and telecommunications. This is a hands-on, people-focused role where your work directly supports staff productivity and user experience.

What you’ll bring

Essential

• Experience in an IT support role or relevant qualifications (approx. 1+ year)
• Strong technical skills across hardware, software, and operating systems (Windows and macOS)
• A customer-focused mindset, with the ability to build positive working relationships
• Excellent communication skills (written and verbal)
• Problem-solving skills and ability to work independently
• Strong organisational and time management skills

Desirable 

• ITIL certification
• Experience in a multi-site or complex IT environment
• Familiarity with ticketing systems (e.g., Jira Service Management)
• Experience in a not-for-profit organisation

What you’ll be doing

IT Support & Service Delivery

• Provide first-line IT support to staff, contractors, students, and volunteers
• Manage support requests through a ticketing system, ensuring timely resolution and accurate records
• Troubleshoot and resolve Level 1–2 issues across Windows and Mac environments
• Escalate complex issues where required
• Support onboarding and offboarding, including system access, device setup, and asset tracking
• Deliver user-friendly training and guidance on workplace technologies
• Maintain IT documentation and knowledge resources
• Assist with AV and meeting room technology setup

Systems & Administration

• Assist with maintaining IT systems, devices, and network infrastructure
• Coordinate procurement and track IT assets and equipment
• Support IT audits and ensure compliance with internal policies

Team & Culture

• Collaborate with colleagues, sharing knowledge and supporting team outcomes
• Contribute to a respectful, inclusive workplace culture
• Adapt to changing priorities and organisational needs

Please note: All offers of employment are subject to background checks, which may include police checks, reference checks, and verification of qualifications, as relevant to the role’s requirements.

Inclusion at BDI  

We are committed to fostering an inclusive and accessible recruitment experience where all candidates can fully participate in the process.

We warmly encourage applications from First Nations peoples, culturally and racially diverse communities, LGBTQIA+ individuals, people with disabilities, and others from underrepresented backgrounds.

We recognise that not everyone has had equal access to opportunities, and valuable skills and perspectives can be gained through diverse life experiences.

If this role excites you but you don’t meet every listed requirement, we still encourage you to apply as your lived experience and insights are important to us.

Accessibility

If you have accessibility requirements or require information in an alternative format, please email workplaceadjustments@blackdog.org.au 

Privacy

We respect your privacy and confidentiality. We only provide information to other staff where it is needed to arrange workplace adjustments.

How to Apply 
To become a part of the Black Dog Institute team, follow the link to ELMO to apply and submit your most up to date resume. If you are shortlisted for the role, we will call you and let you know you are successful. Please do not respond to any suspicious emails requesting you to upload your ID or personal details.