Job Description

REPORTING RESPONSIBILITIES

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The ICT Customer Support Officer is responsible to the Principal through the Director of Technology.

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CONDITIONS

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This is a full-time position to which the Independent Schools NSW (Skilled and Operational Staff) Cooperative Multi-Enterprise Agreement 2025 applies.

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GENERAL RESPONSIBILITIES

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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
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SPECIFIC RESPONSIBILITIES

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Issue Diagnosis & Resolution

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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.

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Infrastructure Deployment & Configuration

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Configure, deploy, and maintain end-user computer infrastructure, including laptops, desktops, and mobile devices (smartphones and iPads), ensuring optimal functionality.

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Software Systems Management

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Install, download, and update appropriate software applications and operating systems; manage application deployment and ensure systems are optimised to meet end-user requirements.

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Peripheral & Hardware Maintenance

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Manage and oversee the testing, repair, and replacement of local peripheral equipment (printers, interactive AV displays, modems, terminals) both internally and via external vendors.

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Incident Documentation

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Maintain, track, and document operational activities, technical procedures, and system configurations through the Service Desk ticketing system (Jira) to optimise knowledge management.

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User Support & Guidance

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Provide technical documentation, structured how-to-guides,



and troubleshooting training to educate end-users on the efficient use of applications and computer equipment.

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Asset & Data Quality Control

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Maintain precise, up-to-date hardware and software asset registers, monitoring computer system performance to ensure proper operational continuity.

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Professional Development

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Actively update professional knowledge regarding emerging IT support methods, software updates, and industry technology trends through targeted training and self-directed courses.

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SKILLS AND EXPECTATIONS

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TECHNICAL CAPABILITIES & EXPERIENCE

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Technical Experience

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A minimum of 2 years of full-time experience working in an active ICT Help Desk or Service Desk environment.

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System Deployment

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Demonstrated experience in the configuration, standard deployment, and routine maintenance of operating systems including Windows, macOS, chromeOS, Android, and iOS.

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Application Ecosystems

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Experience administering and supporting cloud productivity environments including Microsoft 365 and Google Workspace (e.g. Google Classroom).

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Problem-Solving

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Proven analytical, diagnostic, and troubleshooting abilities with high attention to technical detail.

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Systems & Tools

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Direct experience utilising Service Desk platforms (Jira Service Management is highly desirable) and Audio-Visual (AV) integration systems.

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