SKILLS AND KNOWLEDGE ESSENTIAL TO THE JOB

• Customer-service mindset with a patient, helpful attitude
• Strong problem-solving and diagnostic abilities.
• Proficiency with Windows 10/11 and macOS environments.
• Experience with Microsoft 365 (Exchange Online, Teams, SharePoint).
• Familiarity with Intune, Kandji, or similar MDM tools.
• Basic networking knowledge (Wi-Fi, DNS, DHCP, VPN).
• Experience with ticketing systems (e.g., Jira, Web Helpdesk).
• Strong problem-solving and diagnostic abilities.
• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively in a multi-cultural and diverse environment.

QUALIFICATIONS

• Tertiary qualifications or accreditation in Service Management methodologies such as ITIL would be

an advantage, but not essential.

• Current MCP, MCTS, MCITP, OSX Support Essentials or equivalent TAFE certification would be an

advantage, but not essential.

• No less than two years of experience in general computer installation, maintenance, troubleshooting

and project implementations.

OVERALL PURPOSE OF THE POSITION

• Delivering high-quality delivery technology services consistently support throughout the School,

including Classroom support and administrative functions.

• Provision of first level support for all IT enquiries and incidents, with clear escalation procedures to

second and third level technical support, ensuring troubleshooting problems through to satisfactory

resolution.

• Installation, programming, maintenance, support and repair of hardware, software and systems which

fall under the authority of the ICT Department.

• The position will have a high degree of autonomy in managing the day-to-day activities required of the

role, subject to direction by the ICT Service Desk Lead.

• The position provides an opportunity to support one of the leading schools in the full and appropriate

use of technologies across the curriculum.

• The position provides opportunities to further develop skills and experience, in areas of technology

appropriate to the School’s need.

PRIMARY DUTIES & RESPONSIBILITIES

• Provide support to all users in the school, including procedural documentation.

• Service Desk Management, including but not limited to:

o Answering and responding to calls and initial triage
o Logging tickets in the Service Desk system
o Coordination and allocation of ICT resources
o Ensuring that all jobs are prioritised and actioned in accordance to the ICT Service Delivery
Standards

o Follow up and review of service requests and incidents

• ICT Asset Management, including but not limited to:

o Assist in maintaining the ICT asset register, managing device lifecycle and inventory.
o Auditing of asset records

o Software records

• Develop and maintain accurate documentation to promote and support the use of ICT within the

School, specifically, but not limited to:
o Asset inventory
o Equipment repairs
o Service tickets

o Procedures required to carry out tasks relating to day-to-day jobs.

• Support all members of the ICT Department in ensuring that ICT Services, functions and operations

are working as expected.