Edmund Rice College is seeking to appoint a permanent full-time suitably qualified IT Support Lead to join the IT College Department.Reporting to the Director of Information Technologies and Innovation, the IT Support Lead has a thorough knowledge and comprehension of computer hardware, IT operating systems, software, peripherals, networks and learning platforms.This position provides support to staff, students and parents relating to the College IT environment and systems.
Diagnosing computer and software problems, monitoring computer-processing systems, installing software and performing tests on computer equipment and programs.In addition, the IT Support Lead oversees and coordinates a number of technology-related projects and functions, the management of systems, and liaises and coordinates with a number of external providers to facilitate the smooth operation of information technologies and support within the College.The key responsibilities of the IT Support Lead include but are not limited to the following:Maintain networking and remote access for staff and studentsManage content management system for students/staffProvide workstation and peripheral supportAssist with the management, prioritisation and coordination of IT projects across the CollegeAssist in the ongoing assessment of technology opportunities and professional development of staff within the IT team and the College generallyCoordinate support and technical assistance in relation to licensing, backup/recovery, virus protection, screen sharing solutions,



the enhancement of Single Sign On services and server maintenance / infrastructure systems and proceduresPlan and coordinate the integration and maintenance of IT related systems and infrastructure, ensuring the current and future needs of the College are metAssist the Director of Information Technologies and Innovation with ensuring comprehensive and appropriate network and cybersecurity measures are implemented and maintained within the CollegeLiaise with various external providers and stakeholders to ensure the smooth operation of information technologies, systems and support within the College, including projects and outsourced servicesMentor and develop IT Support Officers, ensuring efficient Helpdesk operations, ticketing, prioritisation and resolution of user issuesAct as a primary escalation point for complex user issuesAnalyse Helpdesk metrics to identify trends and continuous improvement opportunities relating to the IT support experience for staff and studentsOversee the deployment, tracking and retirement of end-user hardware (e.g. laptop, peripherals, AV equipment), whilst ensuring productive imaging and provisioning processes for new devicesAssist with IT acquisitions and budgets, providing strategic direction and informed recommendations on IT related matters to the leadership of the CollegeIn collaboration with the Director of Information Technologies and Innovation,



provide leadership in developing and reviewing IT policies and procedures, standardising and introducing processes consistent with the current and future direction of the CollegeAbout YouTo be considered for this position, you must meet the following criteria:Qualifications and/or thorough experience in information technologies and managing technical support servicesDemonstrated experience in supervising or mentoring Helpdesk staff and acting as an escalation point for complex technical issuesSolid understanding of network maintenance, remote access, endpoint provisioning, and user support within a diverse hardware/software environmentAbility to work both as part of a small team and independentlyAbility to communicate effectively with staff, students and suppliersAbility to demonstrate flexibility to multitask and respond quickly to changing prioritiesStrong analytical skills with the capability to review operational metrics to drive continuous service improvementHigh ethical standards, confidentiality and integrityCommitment to the Edmund Rice values and ethos of the CollegeWillingness to support the Catholic ethos and learning culture of the CollegePossess a valid Working with Children Check (WWCC)A commitment to the child safeguarding principlesThe ProcessThe appointment of a successful candidate is conditional and based on the successful completion of all pre-employment screening, including child-related employment and reference checks.For further information about the role, please refer to the attached position description.
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📌 It Support Lead (Wollongong)
🏢 Edmund Rice College
📍 Wollongong