IT Support Officer

International College of Management, Sydney (ICMS) and its associated ICMS provider brands (International Sport College Australia, Aspire English) are located in Manly and Sydney CBD.

Our mission is to provide students with an exceptional education and the much-valued skills set to gain a competitive edge and exceed industry expectations in today's job market. By choosing to study at our Institution, students gain the practical, academic and professional experience they need to be career-ready by the day they graduate.

About the role

The IT Support Officer is a pivotal member of the IT Operations team, primarily based in Haymarket, Sydney CBD. This role is instrumental in providing prompt and efficient IT support to our community, encompassing a broad spectrum of responsibilities. The Officer is tasked with first-level technical support, addressing, and resolving issues for students, faculty, and staff. Utilising case management software, the officer will manage inquiries and collaborate with the IT Operations team to deliver superior service. 

The role is full time (38 hours per week) and operational coverage commences at 8am and ends at 6:30pm. Typically, work is from Monday to Friday with some requirement to work evenings & weekends on an ad hoc basis.

Responsibilities include: 

• Provide first-level technical support in person and via phone to ICMS staff and students, ensuring responsive, high-quality service.
• Manage and prioritise support tickets in the IT case management system, documenting activities and resolving issues efficiently.
• Install, configure, maintain, and repair computer hardware, software, systems, printers, and AV equipment in line with standard protocols.
• Ensure all IT and AV equipment operates effectively for classes and events, proactively resolving issues in real time.
• Assist in testing new technologies and deploying hardware and software upgrades as the organisation evolves.
• Develop and maintain clear documentation and user guides to support staff self-sufficiency and internal processes.
• Contribute positively to organisational culture by upholding company values and completing other duties as assigned.
• Undertake additional duties assigned by supervisors.

About you

We're looking for someone with excellent interpersonal, communication, and customer service skills—someone who can build rapport quickly, communicate clearly with users of all technical levels, and consistently deliver a positive support experience. You will have or be able to demonstrate:

• Certification or undergraduate qualification in IT or relevant experience
• Proficiency in Windows Operating Systems
• Experience with Microsoft 365 applications and administration, e.g. Outlook, Word, Excel
• Excellent IT skills with an understanding of computer hardware and its interaction with software platforms
• Ability to learn and understand different software platforms and functionality including case management software and train others in software and hardware use
• Experience in maintaining confidentiality and integrity of sensitive information in accordance with the ICMS privacy policy
• Commitment to strict timelines
• Excellent critical thinking and problem-solving abilities
• Self-motivation and performance under pressure
• Proficiency in Mac Operating Systems and an understanding of the Higher Education industry is desirable
• Flexibility / availability to be rostered during typical operational hours and at weekends / evenings as required

How to apply

• Please submit an application in the form of a CV and letter.
• Applications will be assessed upon receipt.   Your early application is encouraged. 
• Important: Current ICMS staff should apply via ELMO / Careers / Internal Vacancies.
• Candidates must have existing Australian working rights.

Diversity, Equity and Inclusion

As per the Institution's Diversity, Equity and Inclusion Policy, ICMS aims to provide an accessible, inclusive and collaborative learning and working environment that promotes fairness, equity, respect for social and cultural diversity, and that is free from discrimination and harassment.