ICT Support Officer

Location: Mount Gambier or anywhere across the Limestone Coast region
Employment: 6-month contract (potential extension)

About the Role

We are seeking a proactive and customer-focused ICT Support Officer to deliver high-quality technical support across a diverse ICT environment.

In this role, you will provide Level 1 and Level 2 support via remote technologies and onsite assistance, ensuring incidents and service requests are resolved efficiently and in line with Service Level Agreements (SLAs). You will play a key part in improving the overall customer ICT experience by understanding user needs, resolving complex issues, and contributing to continuous service improvement initiatives.

This is an excellent opportunity for a technically capable professional who enjoys problem-solving, collaborating with teams, learning new technologies, and delivering exceptional customer service.

Key Responsibilities

• Monitor, manage and resolve incidents, problems and service requests through the IT Service Management system.
• Ensure tickets are accurately recorded, tracked, updated and closed within agreed SLAs.
• Manage and resolve complex issues escalated from the Level 1 Service Desk.
• Provide mentorship and support to Level 1 team members to enhance service delivery.
• Install, configure and fine-tune systems, application software, and Microsoft Intune to ensure optimal performance and security compliance.
• Support and troubleshoot networking issues, including LAN/WAN, Wi-Fi, and connectivity across multiple sites.
• Review access requirements and software licensing, including evaluation and testing activities.
• Develop and maintain knowledge base articles to support incident resolution, root cause analysis, and team learning.
• Create user documentation and training materials for new hardware, software, and systems.
• Deliver engaging end-user training sessions.
• Contribute to ICT Service Management improvement initiatives, including process enhancements and system upgrades.
• Deliver a high standard of proactive, cooperative, and dependable customer service.
• Demonstrate adaptability and a willingness to continuously learn new technologies, tools, and processes.

Essential Criteria

To be successful in this role, you will demonstrate:

• Strong analytical and problem-solving skills with a structured and methodical approach.
• Ability to critically examine issues, identify root causes, and implement effective solutions.
• Excellent time management and prioritisation skills.
• Proactive communication, including escalating workload concerns when required.
• Sound technical knowledge across:
• Hardware and software environments
• Microsoft Intune device management and configuration
• Networking fundamentals, including LAN, WAN, and Wi-Fi troubleshooting
• Smartphones, tablets, multi-function devices, and peripheral equipment
• Ability to provide accurate technical advice to end users.
• A collaborative mindset and willingness to share technical knowledge with team members.
• Strong learnability and enthusiasm to upskill in emerging ICT technologies.
• 100% onsite in a school environment; a valid Working with Children Check is required or must be applied for prior to commencement.

To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Rayan Thomas on + 618 7422 0610 or email rthomas@paxus.com.au and quote the above job reference number.

Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.