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:

- Support the College by responding to all technology deployment and operational enquiries in a prompt, courteous, and qualified manner.
- Provide timely, proactive technical support, education, and user guidance to all staff, students, and parents.
- Support the Christian ethos of the College
Abide by the staff Code of Conduct

SPECIFIC RESPONSIBILITIES

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

- Strong alignment with College aims, initiatives, policies, and a willingness to support the Christian aims of the College
- Exceptional customer service skills (friendly, patient, empathetic, and helpful) combined with excellent organisational and time-management competencies to manage conflicting priorities.
- 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.
- Ability to operate cohesively within a technical team environment as well as independently under minimal supervision.

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📌 ICT CUSTOMER OFFICER (Burwood Council)
🏢 Presbyterian Ladies' College, Sydney
📍 Burwood Council