Digital Services Support Technician

Beaconhills College; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

4 weeks annual leave

Onsite parking

Onsite barista

Solar-powered campus

Job summary

Beaconhills College is seeking a capable Digital Services Support Technician to deliver responsive technology support to staff, students and families across both campuses. You will handle frontline tickets from initial contact through to complex diagnostics, spanning endpoint management, device deployment, classroom AV, education platforms and network troubleshooting.

You will work within an ITIL-aligned framework, use the ITSM system as the single source of truth, and contribute to the team

Qualifications

• Experience providing end-user technical support in a service desk environment.
• Familiarity with Microsoft 365 apps and admin tasks (Teams, Outlook, SharePoint).
• Experience with device configuration (Windows laptops, iOS) in managed environments.
• Knowledge of identity management (AD/Entra ID) and license assignment.
• Strong ticketing discipline and documentation.
• Experience with classroom AV, LMS/SIS, or network troubleshooting is desirable.

Responsibilities

• Provide frontline IT support to staff, students and families.
• Resolve incidents and requests via ITSM ticketing system.
• Diagnose complex technical issues requiring independent judgement.
• Assist with endpoint management, device deployment and network troubleshooting.
• Support classroom AV and education platforms.
• Maintain knowledge base and contribute to process improvements.

Skills

IT service desk

Microsoft 365

Windows/iOS management

Intune/JAMF

Active Directory / Entra ID

LMS/SIS knowledge

PowerShell/Power Automate

ITIL Foundation

Strong communication

Ticket hygiene

Education

Certificate III or higher in Information Technology

Tools

Microsoft Intune

JAMF

PowerShell

Job description

We are seeking a capable and service focused Digital Services Support Technician to deliver responsive, high quality technology support to staff, students and families across both campuses.

This is a frontline role covering the full scope of service desk support from first-contact resolution of routine incidents and requests through to the diagnosis of complex technical issues requiring deeper investigation and independent judgement. You will work across endpoint management, device deployment, classroom and audio-visual technology, education software platforms, network troubleshooting, identity and access management, and asset lifecycle management.

You will work within an ITIL-aligned service management framework, using the College's ITSM ticketing system as the single source of truth for all support activity, and contribute actively to the team knowledge base and our culture of continuous improvement.

Above all, you will be approachable, accountable and professional resolving issues in a way that minimises disruption to teaching, learning and the daily operations of the College.

Berwick Campus based, working across both campuses as operational needs require

Reports to the Digital Service Coordinator

Requires a current employee WWCC and Police Check (valid within 3 months)

Entitled to 4 weeks annual leave (with the option to purchase an additional 2 weeks)

Required to work during the school holidays

Includes an on-call component with a rostered after-hours schedule (including weekends) for major incident response and planned maintenance, with applicable allowances when rostered

Flexibility required during peak periods including term commencement and device deployment cycles

Key skills and experience

• Demonstrated experience providing technical support to end users in a service desk or helpdesk environment, including disciplined use of an ITSM ticketing system
• Working knowledge of Microsoft 365 applications and administration, including Teams for Education, Outlook, SharePoint, user account management and licence assignment
• Experience configuring and troubleshooting Windows laptops and iOS devices in a managed environment
• Experience administering or working within a Mobile Device Management environment (Microsoft Intune and/or JAMF)
• Familiarity with identity and access management concepts including Active Directory or Microsoft Entra ID, with the ability to provision and deprovision accounts accurately
• Methodical troubleshooting approach, including the ability to correctly classify device-side versus infrastructure-side faults
• Ability to communicate technical information clearly to non-technical users, including teaching staff during live or imminent class scenarios
• High standard of ticket hygiene and documentation discipline, and a willingness to contribute to the team knowledge base
• Ability to manage competing priorities in a fast paced, high demand environment
• Experience supporting audio-visual or classroom presentation technology, education platforms (LMS or SIS), or network troubleshooting (wireless, DHCP, DNS, VPN) will be highly regarded
• Exposure to scripting or automation tools such as PowerShell or Power Automate is an advantageExperience in education or multi-site environments will be highly regarded
• Certificate III or higher in Information Technology or a related discipline, or equivalent demonstrated practical experience
• Current Working with Children Check and National Police Check (or willingness to obtain prior to commencement)
• ITIL Foundation certification (or willingness to obtain within 12 months of appointment)
• Microsoft 365 certification (for example, MS-900, MS-102 or MD-102)
• CompTIA A+ or CompTIA Network+ certification
• Microsoft Intune or JAMF certification or formal accreditation

Why should you join Beaconhills?

At Beaconhills, you'll be part of a warm, inclusive and supportive community that genuinely prioritises staff wellbeing and professional growth. We offer a range of benefits designed to support you both personally and professionally, including:

• An Inclusive and supportive community with a workplace culture thatvalues staff wellbeing
• Free, confidential Employee Assistance Program (EAP) for staff and families
• Access toInternal and external learning opportunities, includingdedicated professional learning days
• 4 weeks annual leave, with the option to purchase an additional 2 weeks leave per year
• A gifted day before the Melbourne Cup public holiday, plus gifted days between Christmas and New Year
• 16 weeks paid parental leave
• 2 weeks paid partner leave
• 15 days sick and carers leave per year
• 3 personal leave days per year
• 20 days paid family violence leave
• Onsite child care available to staff (wait lists apply)
• Onsite barista coffee available at both campuses
• Onsite electric car charging stations (Pakenham campus, coming soon to Berwick)
• Pakenham Campus located 42 minutes drive from Melbourne CBD via Monash Freeway
• Berwick Campus located 34 minutes drive from Melbourne CBD via Monash Freeway
• Free onsite parking
• Join one of the largest solar-powered schools in Australia – we have 360kW of solar power now operating and 40% of our school is powered by electricity sourced from renewable solar

Equal Opportunity and Child Safety Statement

Beaconhills College has zero tolerance for child abuse. Beaconhills is a child safe employer and is committed to the welfare of children and their protection. Beaconhills College is committed to Equal Employment Opportunity principles and is committed to the principles of merit-based selection, equity, diversity and procedural fairness in our recruitment process. Aboriginal and Torres Strait Islander peoples are encouraged to apply for all positions at Beaconhills College.