Technical Services Analyst

Job Reference 20378

Why You Will Be Excited About This Role

At Healius, we all have one thing in common, we are passionate about making a difference to the health of Australians.

And right now it's an exciting time to join us, as we transform into a stronger, more agile organisation focused on excellent customer & patient experiences, smarter ways of working, and building a great place to work, joining our mission to be the best pathology provider in Australia.

About Us 

Healius employs 8500+ passionate people, with an expansive network of over 80 medical laboratories and 2000 patient collection centres operating across metropolitan, regional and remote Australia. 

We provide 1 in every 3 pathology services in Australia, extending from exclusively servicing some of Australia’s largest and most complex private and public hospitals, to small Indigenous Australian communities. 

This means that you will be working with purpose whilst being a part of a business big enough to offer interstate mobility, job security and opportunities to fulfill your career ambitions.

What You Will Be Doing

This Technical Services Analyst role is a mid-level position responsible for maintaining and supporting the organization's technology infrastructure and services. Reporting to the Technical Services Lead, you will manage and troubleshoot hardware, software, and network systems to ensure seamless operation and provide user support. You will assist with the administration of servers, systems, and applications while collaborating with cross-functional teams to resolve complex technical issues. The role also involves diagnosing and resolving technical issues, managing service requests, and contributing to the continuous improvement of IT support processes. This position offers career development opportunities and requires occasional travel for on-site support.

Your key responsibilities will include:

•  Infrastructure & Server Support: Maintaining the technology infrastructure, including local networks, security systems, servers (physical, virtual, and cloud), backup systems, and organizational devices (e.g. desktops, mobile phones, and other peripherals. Support system administrators in managing on-premises, virtualized, and private cloud server infrastructure, ensuring high availability and reliability
•  Technical Support: Providing first and second-level support for hardware, software, and network issues for Healius end users, diagnosing and escalating complex problems as needed to ensure systems are operational. Acting as an escalation point to IT Service Desk and other teams
•  Ticket Queue Management: Prioritizing and managing service requests and incidents in the ticketing system, ensuring timely resolution and accurate documentation of issues and solutions.
•  Active Directory and Network Infrastructure Management: Administering Active Directory, DNS, DHCP, and DFS services while ensuring compliance with company policies and procedures.
•  ICT Asset Management: Procuring, installing, configuring, and maintaining hardware, operating systems, and associated assets.
•  System Monitoring & Maintenance: Performing daily system checks, verifying hardware integrity, monitoring logs, and applying system and security patches to reduce vulnerabilities.
•  Collaboration and Communication: Work collaboratively with other IT team members to resolve issues and support departmental goals. Communicate effectively with users, providing clear explanations and updates on technical issues and resolutions.
•  Documentation and Reporting: Maintaining accurate documentation for technical procedures, configurations, and troubleshooting steps. Prepare reports on incident trends, service performance, and relevant metrics
•  Proactive System Improvements: Assisting with the design and execution of the digital roadmap, improving systems and business processes using supporting technologies.
•  Compliance and Security: Ensure compliance with Healius policies and procedures, including IT security policies, protocols and data protection regulations, to protect information assets and patient data.
•  On-Call Support: Participating in on-call duties on a rotating roster or as required.

These are the type of attributes & skills you would possess:

•  Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
•  IT Experience: A minimum of 2-4 years of proven experience in a technical support or IT services role, with experience in supporting both remote and onsite users.
•  Technical Knowledge: Solid understanding of computer systems, networks, and applications. Knowledge of Microsoft desktop and server operating systems, SQL Server Administration, Active Directory, Security Groups, and Group Policy is beneficial. Familiarity with Linux/Unix is a plus.
•  ITSM & Ticketing Systems Experience: Experience with IT service management tools and ticketing systems (e.g., HaloITSM, JIRA).
•  Communication Skills: Strong ability to explain technical concepts to non-technical users.
•  Autonomous & Collaborative Works Style: Ability to work independently and collaboratively within a fast-paced environment.
•  Attention to Detail: A keen eye for detail in documentation and system monitoring to ensure accuracy and efficiency.
•  ITIL Knowledge: ITIL Foundation certification or proven familiarity with ITIL practices and principles
•  Career Growth Mindset: Interested in career development opportunities in IT infrastructure and system administration
• Travel Required: This role requires frequent travel to local sites, as well as periodic travel to regional and remote locations across NSW and ACT to provide on‑site support and collaborate with teams. A full, clean driver licence and own vehicle are required

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Benefits, Perks and Wellbeing 

At Healius, we offer a range of benefits designed to support your wellbeing, lifestyle and life outside of work.

• Flare Benefits platform – Access a wide range of discounts and perks across everyday essentials, retail, entertainment, technology and more.
• Fitness Passport – Enjoy discounted access to gyms, pools and fitness centres across Australia.
• Health & financial benefits – Including corporate health insurance discounts, banking benefits and salary packaging options.
• Employee Assistance Program (EAP) – Free and confidential wellbeing support for you and your immediate family.
• Childcare support – Free access to Kiddo, a national platform connecting you with trusted babysitters, nannies and flexible childcare options, with discounts on bookings.
• Career development – Grow your skills with access to online learning, courses and development pathways.

Our Commitment to Diversity and Inclusion

Healius is an equal opportunity employer committed to fair, inclusive and merit-based recruitment practices. We stive to build diverse teams that reflect the communities we serve, valuing people across different life stages, genders, cultural backgrounds, ages and professional experiences. All applicants are assessed equitably based on their ability to meet the requirements of the role.

Healius is part of the Commonwealth Government’s Veteran Employment Commitment (VEC) and has been recognised as a Veteran Employment Supporter. We encourage applications from veterans and candidates with Australian Defence Force (ADF) experience.

How To Apply

Please click the ‘Apply Now’ button to complete and submit an application via our careers site.

Our standard application process for this role includes a short English language assessment and a one-way video interview. Shortlisted candidates will then be invited to attend an online interview.

Healius is committed to responding to every applicant, regardless of outcome. Timeframes may vary depending on the role and volume of applications.

To view more job opportunities, visit careers.healius.com.au and follow us on LinkedIn. You can also keep up to date with future opportunities by joining our talent community.