REPORTING RESPONSIBILITIES
The ICT Customer Support Officer is responsible to the Principal through the Director of Technology.
CONDITIONS
This is a full-time position to which the Independent Schools NSW (Professional and Operational Staff) Cooperative Multi-Enterprise Agreement 2025 applies.
GENERAL RESPONSIBILITIES
The ICT Customer Support Officer is required to:
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Support the College by responding to all technology deployment and operational enquiries in a prompt, courteous, and professional manner.
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Provide timely, proactive technical support, education, and user guidance to all staff, students, and parents.
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Support the Christian ethos of the College
Abide by the staff Code of Conduct
SPECIFIC RESPONSIBILITIES
The ICT Customer Support Officer will:
Issue Diagnosis & Resolution: Respond directly to inquiries regarding software and hardware issues via phone, email, remote access, or in-person/in-classroom delivery, running standard diagnostic tests to isolate and resolve problems.
Infrastructure Deployment & Configuration: Configure, deploy, and maintain end-user computer infrastructure, including laptops, desktops, and mobile devices (smartphones and iPads), ensuring optimal functionality.
Software Systems Management: Install, download, and update appropriate software applications and operating systems; manage application deployment and ensure systems are optimised to meet end-user requirements.
Peripheral & Hardware Maintenance: Manage and oversee the testing, repair, and replacement of local peripheral equipment (printers, interactive AV displays, modems, terminals) both internally and via external vendors.
Incident Documentation: Maintain, track, and document operational activities, technical procedures, and system configurations through the Service Desk ticketing system (Jira) to optimise knowledge management.
User Support & Guidance: Provide technical documentation, structured how-to-guides, and troubleshooting training to educate end-users on the efficient use of applications and computer equipment.
Asset & Data Quality Control: Maintain precise, up-to-date hardware and software asset registers, monitoring computer system performance to ensure proper operational continuity.
Professional Development: Actively update professional knowledge regarding emerging IT support methods, software updates, and industry technology trends through targeted training and self-directed courses.
SKILLS AND EXPECTATIONS
TECHNICAL CAPABILITIES & EXPERIENCE
Technical Experience: A minimum of 2 years of full-time experience working in an active ICT Help Desk or Service Desk environment.
System Deployment: Demonstrated experience in the configuration, standard deployment, and routine maintenance of operating systems including Windows, macOS, chromeOS, Android, and iOS.
Application Ecosystems: Experience administering and supporting cloud productivity environments including Microsoft 365 and Google Workspace (e.g. Google Classroom).
Problem-Solving: Proven analytical, diagnostic, and troubleshooting abilities with high attention to technical detail.
Systems & Tools: Direct experience utilising Service Desk platforms (Jira Service Management is highly desirable) and Audio-Visual (AV) integration systems.
ETHOS AND INTERPERSONAL SKILLS
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Strong alignment with College aims, initiatives, policies, and a willingness to support the Christian aims of the College
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Exceptional customer service skills (friendly, patient, empathetic, and helpful) combined with excellent organisational and time-management competencies to manage conflicting priorities.
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Exceptional communication skills with a proven ability to interact respectfully and effectively with a wide variety of stakeholders (students, parents, teaching staff, administration, and external providers) from diverse cultural backgrounds.
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Ability to operate cohesively within a technical team environment as well as independently under minimal supervision.
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