ICT Customer Support Officer
- Provide technical support to users experiencing hardware, software and network issues.
- Diagnose, troubleshoot and resolve computer, operating system and system-related faults.
- Assist with LAN, Wi-Fi and network connectivity issues.
About the Role
We are seeking a skilled and motivated ICT Support Officer to provide technical support and maintain the organisation’s computer systems, software, network infrastructure and ICT equipment. The successful candidate will assist employees with day-to-day technical issues, troubleshoot system faults, manage user access and ensure the smooth operation of the company’s IT environment.
This is a genuine, full-time position offering ongoing employment opportunities for a minimum period of two years.
Duties and Responsibilities
Your primary duties will include, but are not limited to:
- Provide technical support to users experiencing hardware, software and network issues.
- Diagnose, troubleshoot and resolve computer, operating system and system-related faults.
- Install, configure, maintain and update software applications and operating systems.
- Set up, configure and maintain computers, printers, scanners and other ICT equipment.
- Assist with LAN, Wi-Fi and network connectivity issues.
- Provide technical assistance with email systems, Microsoft Outlook and remote desktop access.
- Create, maintain and manage user accounts and access permissions.
- Receive, record, prioritise and resolve help-desk tickets and IT service requests.
- Perform routine system monitoring, maintenance and basic data backup activities.
- Maintain accurate records of technical issues, troubleshooting procedures and resolutions.
- Escalate complex technical problems to the appropriate technical personnel or external service providers.
- Coordinate with ICT vendors and service providers regarding technical support, repairs and equipment issues.
- Assist with maintaining the reliability, security and efficiency of the organisation’s IT systems.
Skills and Experience
The successful candidate should demonstrate:
- Experience providing IT help-desk or technical support.
- Knowledge of computer hardware, software installation and operating systems.
- Understanding of basic networking, LAN, Wi-Fi and connectivity troubleshooting.
- Familiarity with Microsoft Outlook, email systems and remote desktop support.
- Strong troubleshooting, analytical and problem-solving skills.
- Good communication and customer service skills.
- The ability to manage multiple technical requests and prioritise tasks effectively.
- Strong organisational skills and attention to detail.
Relevant qualifications in Information Technology, Computer Science or a related field, together with relevant practical experience, will be highly regarded.
Employment Conditions
- Employment will be governed by the National Employment Standards (NES) and applicable Australian workplace laws.
- The successful applicant will be required to comply with all company policies, procedures and workplace requirements.
- This is a genuine, full-time position with an anticipated employment period of at least two years.
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