IT Coordinator

At Lumia Care, we are on a mission to provide trusted support locally, delivered by the best people. As one of Australia's growing providers of Aged Care and Disability Services, we are expanding our clinical care teams to meet increasing client demand and continue delivering safe, high-quality, person-centred support.

We are seeking an experience IT Coordinator for our team in Ashfield NSW to be able to establish the newly created position.

About The Role

Reporting to the IT Service Delivery Lead, you'll operate as the central helpdesk function across a complex, multi-brand systems environment spanning core care, HR, rostering and finance platforms, plus a range of corporate and legacy applications. You'll triage and resolve issues, manage access, and coordinate with our internal teams, vendors and managed service provider (MSP) to keep everything running.

This is a hands-on, high-impact role for someone who takes pride in reliable execution and genuinely enjoys helping people. Based at our Ashfield office, you'll be at the heart of how Lumia Care delivers technology to its people.

What You'll Be Doing

Acting as the primary point of contact for IT support — logging, triaging and resolving Level 1 and 2 incidents and requests, escalating to MSP or vendors where neededProvisioning user accounts, devices and system access to support smooth onboarding and offboardingPrioritising and managing tickets in line with service expectations and operational impact, keeping users informed through to resolutionIdentifying recurring issues and contributing to root-cause resolution with internal teams and vendorsSupporting day-to-day operation of core systems — monitoring health and usage, and addressing issues before they impact operationsManaging device readiness, including setup, troubleshooting and lifecycle managementCoordinating resolution across multiple vendors and the MSP where system ownership is distributedBuilding and maintaining knowledge base articles and user guides, and helping uplift IT support across teams and locations

What You'll Bring

Experience in a helpdesk, IT support or service desk role, with solid Level 1-2 troubleshooting across hardware, software and user accessConfidence working across multiple business applications and platforms in a busy environmentA methodical, detail-focused approach and sound judgement on when to resolve and when to escalateStrong communication skills and a genuine service mindset — you make users feel supportedThe ability to juggle competing priorities while keeping records accurate and consistentA collaborative, accountable attitude and a commitment to continuous improvementA tertiary qualification in Information Technology, Systems Administration or a related discipline (desirable)Experience of working on Jira ticketing system

If you are passionate about delivering high-quality technical services and making a difference in the lives of others, we encourage you to apply for this exciting opportunity!