Technical Support Officer

Join our eApproval program team at Ministry of Health for an exciting temporary employment opportunity (up to June 2027) and be part of the team enriching health in millions of ways every day. every day.

• Our core values of collaboration, openness, respect, and empowerment are more than just words – they are 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

With your skills and experience, you can contribute to the millions of ways we are enhancing health and wellness while developing your career as part of the largest health organisation in Australia.

eApproval is an online application which enables the end-to-end management and workflow solution of all briefing notes 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 are performed to a high standard.

As the program expands to a statewide rollout, it is now the best time to join the team.

Health Manager Level 1, starting salary from $91,326- $121,497 plus Super and annual leave loading, with a 38-hour work week, work location- 1 Reserve Road, St Leonards.

For more information, please read the full Role Description.

What you will be doing

• Provide timely technical support through the service desk, including incident management, problem resolution, and request fulfillment in accordance with agreed SLAs.
• Apply ITSM best practice to ensure consistent and efficient service delivery, including accurate incident categorisation, prioritisation and escalation.
• Administer identity and access management processes, including account provisioning, modification, and periodic access reviews ensuring compliance with organisational security and governance standards.
• Maintain the integrity of configuration management processes by ensuring accurate and up-to-date CMDB records and by documenting system changes.
• Contribute to organisational knowledge management initiatives by documenting technical solutions, developing user-friendly self-service resources, and maintaining current operational procedures and support documentation.
• Facilitate structured training sessions for end users to support system adoption, enhance user capability, and promote adherence to best practices.
• Prepare and issue professional communications to stakeholders and end users, including notifications related to system updates, scheduled maintenance and incidents or outages.

• Coordinate and support out-of-hours activities, including incident response, system maintenance, upgrades, deployments and recovery activities, to minimise disruption to business operations and maintain service availability.

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 will 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 demonstrate your ability by responding to the two target questions below.

Target Questions (1-2 pages)

• 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.

Use the link below to access our Capability Application tool, designed to help you excel in the recruitment process. Practice your responses with the example questions provided to effectively highlight your achievements and the strategies you used to accomplish them.

Capability application tool | NSW Public Service Commission

For role related queries or questions contact Tanyel Taner on ***email_hidden*** and quote

REQ669363.

As an organisation we are committed to creating an accessible and inclusive workplace. If you require any adjustments during the recruitment process, please contact Frankie De Luca on [email protected].

For more information about adjustments for individual needs, please visit the Adjustments for individual needs | I Work For NSW and Inclusive recruitment of people with disability | NSW Government.

Closing Date: Tuesday, 30 June 2026 (11:59 PM)

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. For more information, please visit Diversity Inclusion Belonging.

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, or a New Zealand citizen, or hold a valid visa with permission to work in Australia.

Additional information

• 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.

• This is a temporary role and there may be opportunities for ongoing employment at grade.

• For more information on applying visit the Ministry of Health Career portal.

• Please note that the selection process will include a range of comparative assessment techniques to assist in determining your suitability for the role.

Do not miss your chance to embark on this fulfilling journey! Apply now!

Applications Close: Tuesday, 30 June 2026 (11:59 PM)

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