Technical Support Officer
Employment Type: Temporary Full Time (up to June 2026 with possibility to extend)
Position Classification: Health Manager Level 1
Remuneration: $84,436- $112,331, plus Superannuation
Location: 1 Reserve Road, St Leonards NSW
Hours Per Week: 38
Requisition ID: REQ584128
Closing Date: 6 July 2025 (11:59PM)
Join our eApproval program team at Ministry of Health for an exciting temporary employment opportunity and be part of the team enriching health in millions of ways every day.
About us
- Our core values of collaboration, openness, respect, and empowerment are more than just words – they're the guiding principles that shape every aspect of our work.
- Join a passionate team dedicated to innovation and creativity.
- While regular office presence is essential, we offer flexible work arrangements to support your needs.
To learn more about the Ministry and what benefits we offer, access our Employee Benefits Handbook.
About the role
eApproval is an online application which enables the end-to-end document management and workflow solution of all briefs, Ministerials and correspondence. The application enables NSW Health’s vision for a digitally enabled workplace with streamlined management of approvals.
We are looking for a Technical Support Officer to be responsible for delivering efficient first and second-level technical support services, following ITIL/ITSM frameworks to ensure incident resolution, service request fulfillment, and continuous service improvement.
With your skills and experience, you can contribute to the millions of ways we’re enhancing health and wellness while developing your career as part of the largest health organisation in Australia.
As the program expands to a statewide rollout, it is now the best time to join the team.
What you’ll be doing
- Provide timely technical support through the service desk, including incident management, problem resolution, and request fulfillment to meet established SLAs.
- Implement ITSM best practices in daily operations, including proper incident categorisation, prioritisation, escalation procedures, and knowledge article creation.
- Manage user access through established identity and access management processes, including account provisioning, modification, and regular access reviews.
- Support configuration management processes by maintaining accurate CMDB records and ensuring proper documentation of system changes.
- Contribute to knowledge management by documenting solutions, creating self-help resources, and maintaining up-to-date technical procedures.
About you
We are seeking motivated and committed individuals who can support the work of NSW Health with:
- Sound problem-solving and organisational skills including the ability to analyse incidents, prioritise service requests, and implement solutions in alignment with established ITSM processes in a high-volume environment.
- Proven engagement, collaboration and negotiation skills with a demonstrated ability to manage stakeholder expectations according to agreed service levels.
- Strong technical skills including proficiency with service desk management tools, incident tracking systems, knowledge base platforms, MS Office suite, Electronic Document and Records Management Systems (EDRMS), and technical documentation tools.
How to apply
At The Ministry of Health, we want you to make the most of the opportunities you’ll get to grow your skills and your career, surrounded by authentic, smart people and leaders.
Please review the role description and submit your up-to-date resume (up to 5 pages) and cover letter (1-2 pages) AND respond to the targeted questions below (maximum 4000 characters per question including spaces) in the questionnaire and then submit your application.
Target Questions
- Describe your experience with application support. What are the resources and tools you require to troubleshoot issues with application?
- Provide an example in which you identified and resolved a problem with an application that was raised by end users.
For role related queries or questions contact Jun Ra on Jun.Ra@health.nsw.gov.au and quote REQ584128.
If you do require any adjustments to the recruitment process during the recruitment process, please contact Rebecca Chan on Rebecca.Chan3@health.nsw.gov.au.
Applications Close: 6 July 2025 (11:59PM)
Need more information?
1) Click here for the Position Description
2) Find out more about applying for this position
Our commitment to Diversity and Inclusion
At the Ministry of Health, we are committed to creating a diverse, inclusive and flexible environment which reflects the community and customers we serve. We actively promote the employment of women, people with a disability, Aboriginal and Torres Strait Islander peoples, LGBTIQ+ community and people from culturally and linguistically diverse backgrounds.
If you identify as Aboriginal or Torres Strait Islander and would like assistance with your application or to obtain more information on how to apply, please visit The Stepping Up Initiative.
To be eligible for employment in these roles you must be an Australian citizen, or a permanent resident of Australia, or a New Zealand citizen with a current New Zealand Passport, or hold a valid visa with permission to work in Australia.
Additional information
- This is a temporary role and there may be opportunities for ongoing employment at grade.
- This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 18 months.
- Please note the selection process will include a range of merit-based techniques to assist in determining your suitability for the role.
For more information about working at the NSW Health, please visit our career portal.
Applications Close: 6 July 2025 (11:59PM)
