IT Support Officer

Salary: Casual 16hrs per week @ $38.89/hr

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 key member of the IT Operations team, providing responsive and high-quality technical support to staff and students across our campuses. Based primarily in Haymarket, Sydney CBD, this hands-on role is responsible for delivering first-level IT support, maintaining end-user devices and AV equipment, resolving technical issues, and ensuring a seamless technology experience for our community. Working closely with the wider IT Operations team, you will contribute to the delivery of reliable technology services that support learning, teaching, and business operations.

The role is casual (16 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 to staff and students in person, by phone, and through the IT service desk.
• Manage and prioritise support tickets, ensuring timely resolution and accurate documentation.
• Install, configure, maintain, and troubleshoot computer hardware, software, printers, and peripheral devices.
• Support and maintain classroom and event technology, including AV equipment, ensuring systems operate effectively and issues are resolved promptly.
• Assist with hardware and software deployments, upgrades, testing, repairs, and technology improvement initiatives.
• Create and maintain user guides, technical documentation, and support processes.
• Support IT operations during standard business hours, with flexibility to assist during occasional evenings and weekends.
• Contribute positively to team culture and undertake additional duties as required.

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.