IT Support Officer

Red Nose Limited

• Permanent part-time role, 3 days per week, based in Hawthorn, Melbourne

• Wednesday is a required workday, with flexibility to choose your other two days from Monday, Tuesday and Thursday

• Hands-on Level 1 support across Microsoft 365, devices, user support and routine monitoring

• Hybrid role supporting office-based and remote staff nationally

• SCHADS Award Level 3, with generous not-for-profit salary packaging benefits

• Join a purpose-driven charity helping save little lives and support bereaved families

About Red Nose

Red Nose is Australia’s leading authority on safe sleeping and safer pregnancy advice and has been a key provider of bereavement support following pregnancy, infant and child loss for over 40 years.

Our people rely on technology every day to support families, deliver education programs and provide essential services across Australia. We are committed to ensuring our staff have the tools, systems and support they need to work effectively and deliver the best outcomes for families.

The Opportunity

We are seeking an approachable, organised and customer-focused IT Support Officer to provide practical Level 1 support to Red Nose staff and volunteers across a national hybrid workforce.

Reporting to the IT Manager, you will monitor and triage support requests, troubleshoot routine hardware and software issues, support Microsoft 365 and MS Office queries, assist with password resets and MFA, prepare laptops and devices, maintain asset records, and support onboarding and offboarding.

You will also build staff confidence with everyday systems through clear, patient guidance. This role suits someone with foundational IT knowledge and Level 1 support experience who enjoys solving problems, helping people and contributing to meaningful work.

The role is 3 days per week, with Wednesday as a required workday. The other two days can be agreed, excluding Fridays.

Key Responsibilities

• Monitor and triage IT support requests, keeping users informed.

• Provide first-line troubleshooting for routine hardware, software, printer, peripheral and Microsoft 365 issues, remotely and on site.

• Resolve routine issues using established processes and escalate complex, higher-risk or unresolved matters.

• Support user accounts, password resets, MFA setup, email signature banners and basic website updates as directed.

• Review backup, patching and system reports; conduct basic system and device checks.

• Rebuild, configure and prepare laptops/devices, coordinate dispatch, and maintain asset records.

• Support IT onboarding and offboarding for new starters and departing staff.

• Provide informal how-to guidance and basic system orientation to help staff work independently.

• Identify practical improvements and promptly raise risks, incidents or inconsistencies.

About You

You genuinely enjoy helping people and bring a calm, practical and patient approach to resolving issues. You explain technical information clearly, support users with varying levels of confidence, and understand that good IT support helps people do their best work.

You are reliable, organised and attentive to detail, comfortable following established processes, adapting to changing priorities and working collaboratively across teams. You approach your work with professionalism, respect and a commitment to Red Nose's values.

Skills and Experience

Essential:

• Foundational IT knowledge through qualification and/or practical experience.

• Experience providing Level 1 IT support in a workplace environment.

• Working knowledge of Microsoft 365 and general MS Office applications.

• Structured problem-solving skills for routine IT issues.

• Clear, patient communication and strong customer service focus.

• Good organisation, attention to detail and willingness to learn.

• Ability to follow IT, privacy, data security and safety processes.

Desirable:

• Experience supporting hybrid or remote teams.

• Familiarity with SharePoint.

• Basic understanding of cybersecurity and safe IT practices.

• Experience with onboarding/offboarding, device preparation or asset registers.

Why Join Red Nose?

At Red Nose, you’ll be part of a passionate and supportive team working to help save little lives and support families impacted by pregnancy, infant and child loss.

We value collaboration, compassion, courage and respect, and are committed to creating an inclusive workplace where people feel welcomed, supported and connected to our purpose.

We offer a flexible hybrid work environment, salary packaging benefits and the opportunity to contribute to work that makes a genuine difference.

Employment Checks

Employment is subject to right to work verification, a National Police Check and a Working with Children Check.

How to Apply

Ready to make a difference? We’d love to hear from you.

Click "Apply Now" and submit your resume together with a brief cover letter outlining your interest in the role and your relevant experience.

A full position description can be accessed at: https://rednose.org.au/about-red-nose/our-people/join-our-team/

If, after reading the position description, you’d like more information, please contact Mark Arnold at **********@rednose.org.au using the subject line:  IT Support Officer. Please do not email your application to this address.

Red Nose is proudly inclusive and our goal is for our workforce to reflect the diverse community we serve. We continually seek to employ people of any gender, age, religion, sexual orientation, with a disability, Aboriginal and Torres Strait Islander Australians, and those from varied cultural backgrounds.