ICT Systems Support Officer in Cannington, Australia

Nithi College Pty Ltd t/a Illoura College

ICT Systems Support Officer (ANZSCO: ****** – ICT Customer Support Officer)

Full-time / Permanent

$80,000 – $85,000 (higher salary will be considered commensurate with qualifications and experience)

Position Overview

The ICT Facilities Support Officer provides technical support and maintains the College’s ICT environment, including computer networks, classrooms, student computer facilities, staff workstations, learning platforms and associated technology.

As teaching and administration rely heavily on computers and online systems throughout the day, the position is responsible for maintaining reliable and secure ICT services, resolving technical issues promptly and minimising disruption to students, teaching staff and College operations.

Key Duties and Responsibilities

• Provide timely technical support to students, trainers, lecturers, administrative employees and management in relation to computers, software, networks, user accounts, communication systems and other ICT facilities used throughout the College.
• Support and maintain the College's network of computers and ICT equipment used across classrooms, computer laboratories, training facilities, student-access areas, administration offices and staff workspaces.
• Investigate, diagnose and resolve hardware, software, network connectivity, printing, peripheral-device and user-access problems affecting the delivery of educational and administrative services.
• Monitor the operational performance of computer facilities and network-connected equipment to identify faults, connectivity problems, equipment failures and other technical issues before they significantly disrupt classes or College operations.
• Install, configure, test, maintain and troubleshoot desktop and laptop computers, operating systems, approved software applications, printers, scanners, audiovisual equipment and other ICT devices used for teaching and administration.
• Support the reliable operation of learning management systems, student information systems, online learning platforms, educational software and other digital systems used in the delivery and administration of courses.
• Assist teaching staff with the technical setup and operation of classroom technologies, presentation equipment, computers, audiovisual systems and online learning resources required for scheduled classes and training activities.
• Provide technical assistance to students experiencing difficulties accessing College computer facilities, learning platforms, student portals, educational applications and other approved digital resources.
• Administer and maintain student and staff user accounts, system permissions and access controls, ensuring appropriate and secure access to College networks, systems, applications and information.
• Support Microsoft 365 applications, email services, shared drives, cloud-based platforms, collaboration tools and other business and educational software used across the College.
• Manage ICT incidents during scheduled teaching periods by assessing their operational impact, prioritising issues affecting multiple students or classes and implementing appropriate solutions to minimise interruption to teaching activities.
• Analyse recurring technical faults and system performance issues, identify underlying causes and recommend practical improvements to increase the reliability and efficiency of the College's ICT environment.
• Perform routine technical checks of workstations, network connectivity, wireless access, printers, classroom technologies, security software and backup processes and promptly address or escalate identified faults.
• Assist with network configuration, connectivity testing and troubleshooting of wired and wireless network services supporting classrooms, computer facilities, staff workstations and student-access areas.
• Coordinate software updates, system upgrades, security patches, equipment replacements and deployment of new ICT solutions while minimising disruption to scheduled classes and normal College operations.
• Apply and support the College's cybersecurity requirements, including user-access controls, password security, multi-factor authentication, antivirus and endpoint protection, software patching and appropriate handling of student and organisational information.
• Monitor ICT support requests and maintain an organised process for recording, prioritising, resolving and escalating technical incidents according to their urgency and impact on teaching and College operations.
• Liaise with external ICT service providers, telecommunications providers, software vendors and equipment suppliers to troubleshoot complex problems and coordinate maintenance, repairs, upgrades and technical services.
• Assist with the planning and preparation of ICT facilities for new courses, increased student numbers, changes in classroom arrangements and other operational requirements affecting technology usage.
• Maintain an accurate ICT asset register covering computers, network equipment, printers, audiovisual devices, peripherals, software licences and other technology assets owned or operated by the College.
• Coordinate the secure configuration, allocation, relocation, replacement and disposal of ICT equipment and ensure appropriate records are maintained throughout the equipment lifecycle.
• Maintain accurate technical records of support incidents, system configurations, equipment assignments, software installations, licences, repairs, maintenance activities and troubleshooting outcomes.
• Prepare and maintain user guides, technical instructions, ICT procedures and troubleshooting documentation to support consistent use and administration of College technology.
• Provide practical guidance and basic technical training to staff and students regarding College systems, ICT equipment, cybersecurity awareness and appropriate use of technology resources.
• Maintain awareness of peak periods of ICT demand, including commencement of teaching periods, student assessments and high-volume computer laboratory usage, and ensure technical issues are responded to promptly.
• Work in a structured and disciplined manner in accordance with documented ICT procedures, privacy and confidentiality requirements, workplace health and safety obligations and College policies.
• Demonstrate strong attention to detail when diagnosing faults, modifying system configurations, maintaining technical records and implementing changes that may affect multiple users or teaching facilities.
• Contribute to the ongoing improvement of the College's ICT environment by identifying technology risks, capacity limitations and opportunities to improve system reliability, user accessibility and operational efficiency.
• Perform other ICT facilities support duties reasonably required to ensure the College's technology infrastructure remains reliable and capable of supporting its educational and administrative operations.

Qualifications and Experience:

• Diploma or higher qualification in Information Technology, ICT Support, Networking, Computer Systems or a closely related discipline.
• Minimum 1-year recent experience in an ICT customer support, help-desk or technical support environment.
• At least three years of relevant experience and/or relevant vendor certification may substitute for the formal qualifications listed above