REPORTING RESPONSIBILITIES
The ICT Customer Support Officer is responsible to the Principalthrough the Director of Technology.
CONDITIONS
This is a full-time position to which the Independent Schools NSW(Skilled and Operational Staff) Cooperative Multi-EnterpriseAgreement **** applies.
GENERAL RESPONSIBILITIES
Support the College by responding to all technology deploymentand operational enquiries in a prompt, courteous, and professionalmanner.
Provide timely, proactive technical support, education, anduser 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 directlyto inquiries regarding software and hardware issues via phone,email, remote access, or in-person/in-classroom delivery, runningstandard 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 andiPads), ensuring optimal functionality.
Software Systems Management: Install, download,and update appropriate software applications and operating systems;manage application deployment and ensure systems are optimised tomeet end-user requirements.
Peripheral & Hardware Maintenance: Manage andoversee the testing, repair, and replacement of local peripheralequipment (printers, interactive AV displays, modems, terminals)both internally and via external vendors.
Incident Documentation: Maintain, track, anddocument operational activities, technical procedures, and systemconfigurations through the Service Desk ticketing system (Jira) tooptimise knowledge management.
User Support & Guidance: Provide technicaldocumentation, structured how-to-guides,



and troubleshootingtraining to educate end-users on the efficient use of applicationsand computer equipment.
Asset & Data Quality Control: Maintain precise,up-to-date hardware and software asset registers, monitoringcomputer system performance to ensure proper operationalcontinuity.
Professional Development:Actively updateprofessional knowledge regarding emerging IT support methods,software updates, and industry technology trends through targetedtraining and self-directed courses.
SKILLS AND EXPECTATIONS
TECHNICAL CAPABILITIES & EXPERIENCE
Technical Experience:A minimum of 2 years offull-time experience working in an active ICT Help Desk or ServiceDesk environment.
System Deployment: Demonstrated experience in theconfiguration, standard deployment, and routine maintenance ofoperating systems including Windows, macOS, chromeOS, Android, andiOS.
Application Ecosystems: Experience administeringand supporting cloud productivity environments including Microsoft365 and Google Workspace (e.g. Google Classroom).
Problem-Solving: Proven analytical, diagnostic, and troubleshootingabilities with high attention to technical detail.
Systems & Tools:Direct experience utilisingService Desk platforms (Jira Service Management is highlydesirable) and Audio-Visual (AV) integration systems.
ETHOS AND INTERPERSONAL SKILLS
Strong alignment with College aims, initiatives, policies, anda willingness to support the Christian aims of the College
Exceptional customer service skills (friendly, patient,empathetic, and helpful) combined with excellent organisational andtime-management competencies to manage conflicting priorities.
Exceptional communication skills with a proven ability tointeract respectfully and effectively with a wide variety ofstakeholders (students, parents, teaching staff, administration,and external providers) from diverse cultural backgrounds.
Ability to operate cohesively within a technical teamenvironment as well as independently under minimalsupervision.
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📌 Ict Customer Officer (New South Wales)
🏢 Presbyterian Ladies' College, Sydney
📍 New South Wales