IT Helpdesk & Support
Posted Updated
Summary
This role provides Level 1 and 2 IT support to staff at Mable and HomeMade in Melbourne, administering SaaS platforms like Google Workspace, JumpCloud, Slack and Zoom, managing identity, access and asset lifecycles, and automating routine requests. It also involves proactive incident elimination, documentation, and using AI tools to speed up IT work.
HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:
1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care
2. We believe in technology as an enabler
3. We’re driven by helping customers attain better outcomes
This position is part of the Mable team.
About Mable
Mable is one of Australia's leading and fastest-growing healthtech platforms. As a purpose-driven company, we are where thousands of people with disability and older Australians have connected with independent support workers of their choosing and on terms that suit them.
With more than 25 million hours of support facilitated since 2014, it's no wonder we have been recognised on the AFR's Top 100, Deloitte Tech Fast 50, were previously awarded Australian Growth & Technology Growth Company of the Year.
By working at Mable, you will join a high productivity and dynamic team environment, leading to meaningful change in Australia's care and support sectors.
To find out more, visit
About the role
The IT Helpdesk & Support role keeps the people behind Mable and HomeMade productive, secure and connected, while helping transform how IT support is delivered across our brands. Alongside providing responsive Level 1 and 2 support, you’ll help the team pursue three goals: eliminating issues through proactive maintenance and self-service; automating routine service requests such as onboarding, offboarding, and access changes; and using AI to increase our capacity for planned project work and initiatives.
Key Responsibilities:
Deliver Great Support
- Take ownership of support requests from start to finish for staff across Mable and HomeMade, whether in person or remotely, ensuring each is resolved efficiently and effectively.
- Troubleshoot and investigate issues, escalating to other teams, squads or third-party vendors when needed.
- Administer and support our core SaaS and collaboration platforms, including Google Workspace, JumpCloud, Slack, Atlassian and Zoom.
- Support telephony and contact centre services (Zoom Contact Center), including user setup, basic queue and configuration changes.
- Support information security controls by maintaining accurate access and asset records, participating in periodic access reviews, following team procedures, and promoting good security practices with staff.
Eliminate Incidents & Issues
- Keep laptops and devices up to date, patched and protected through endpoint management, so issues are prevented before they reach staff.
- Participate in incident management, problem resolution and root cause analysis, with a focus on fixing underlying causes rather than symptoms.
- Create and maintain knowledge base articles and self-help content that let staff resolve common issues themselves.
- Use incident trends to identify recurring issues and recommend permanent fixes.
Automate Service Requests
- Manage the identity and access lifecycle (onboarding, offboarding and access changes), and help design, build and maintain automated workflows that fulfil these requests with minimal manual effort.
- Manage the IT asset lifecycle (provisioning, refresh and retirement), using automation to keep asset records accurate and processes consistent.
- Streamline software and application deployment through automated, policy-based delivery.
- Document procedures for both manual and automated processes so they’re repeatable and auditable.
AI Assisted IT Work
- Use AI tools to speed up troubleshooting, documentation, scripting and analysis, increasing the team’s capacity for planned project work.
- Identify opportunities to apply AI and automation to support processes, and help test and adopt new tooling.
- Participate in planning, executing and delivering key projects and initiatives as needed.
Skills, Knowledge and Experience
- 2–3 years’ experience in an IT support or service desk role across Level 1 and Level 2.
- Hands-on administration of a cloud identity and productivity platform (Google Workspace or Microsoft 365/Entra ID), including user lifecycle, groups, MFA and SSO.
- Experience with endpoint or mobile device management (e.g. JumpCloud, Intune, Jamf) across macOS and Windows, including patching and policy compliance.
- Experience using an ITSM tool (e.g. Jira Service Management, ServiceNow, Freshservice) and working to ITIL-aligned practices for incidents, requests, problems and changes.
- Sound troubleshooting across laptops, peripherals, SaaS applications and basic networking
- A demonstrated aptitude for automation: you look for ways to remove repetitive work, and can point to something you’ve streamlined or automated.
- Practical use of AI tools (e.g. Claude, ChatGPT, Copilot) to work faster, and a genuine interest in applying them to IT work.
- Clear written communication, including documentation and self-help content for non-technical users.
- A strong customer-service mindset and the ability to manage competing priorities with minimal supervision.
- A good understanding of security fundamentals such as access control, least privilege, phishing awareness and safe data handling.
Desirable:
- Google Workspace and/or JumpCloud administration.
- Atlassian administration (Jira Service Management, Confluence), including request types, portals and knowledge bases.
- Experience with Zoom Phone, Zoom Contact Center or other cloud telephony.
- A relevant qualification, such as a Certificate III/IV in IT or a degree, or certifications such as ITIL 4 Foundation, CompTIA A+/Network+ or vendor certifications.
We’re powered by purpose
We’re Switched On 💡
We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.
We’re Bold 📣
We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas.
We’re One 🤝
We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.
We’re Impactful 🌟
We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives.
Values we share as part of Attain Healthtech
Break New Ground 🧨
We simplify care with creativity and bold ideas.
Make It Matter💟
We put people at the centre and create impact that improves lives.
Own The Outcome🥇
We aim high, deliver excellence and drive results that last.
Our benefits
Power your career ⚡️
Learn from industry experts, experienced leaders, and on-the-job opportunities.
Access parental leave 👶
Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
Work with flexibility 🏠
We’re a hybrid workplace, balancing time in the office with remote work.
Flexi Leave Days 🌴
Get one extra paid leave day per quarter for what makes you happy.
Take a floating public holiday 🫶🏾
Acknowledge a significant day your way with family and friends.
Be rewarded 🏆
Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
We are one
As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.
If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation!
Skills
As published by lever · 6 questions · 3 written answers
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Twitter URL, GitHub URL, Portfolio URL, Other website
Short answers (2)
- What are your salary expectations?
- What is your notice period?
Pick from a list (1)
- Do you have current and unrestricted work rights in Australia?
Written answers (3)
- Are you located in Greater Sydney, Greater Brisbane or Greater Melbourne?
- This role requires in-office attendance two days per week at one of our office locations unless a relevant exception applies. Are you able to meet this requirement? If not, please provide details.
- As an equal opportunity employer, we are committed to providing an accessible and inclusive workplace. Do you require any adjustments to our standard interview process to ensure your full participation and comfort? optional