Technical Support Specialist

Caulfield Grammar School; Saint Kilda Junction; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Onsite parking

Health & wellbeing

Professional development

Employee Assistance Program

Superannuation 13%

Job summary

Caulfield Grammar School is seeking a Technical Support Specialist to deliver Level 1 IT and AV support for staff, students and parents at the Shelford Campus. The role involves remote, in-person and phone assistance, ticketing via IT systems, and coordinating with AV and network teams.

You will troubleshoot devices, deploy new equipment, and help users access school platforms. Strong customer service and communication skills are essential.

Qualifications

• 2–3 years in a similar IT/AV Service Desk or IT Helpdesk role.
• Solid problem analysis and resolution of software/hardware issues.
• Familiar with ITSM ticketing systems (e.g. FreshService).
• Strong customer service orientation and clear communication.

Responsibilities

• Provide Level 1 IT and AV technical support remotely, in person, and via phone/email/IT ticketing system.
• Resolve day-to-day IT service tickets and address device faults.
• Assist staff, students and parents with access to school platforms and portals.
• Collaborate with AV and Network teams on infrastructure projects.

Skills

IT Helpdesk

Apple devices

Windows OS

Active Directory

ITSM ticketing

Customer service

Communication skills

Tools

FreshService

Job description

Caulfield Grammar School is an internationally recognised, independent, co-educational school committed toprovidingexceptional educational opportunities from Early Learning through to Year 12. With over 3700 students across4campuses and our Student Experience Programs in Yarra Junction and Kakadu, Caulfield Grammar passionately strives to deliver innovative specialist educational programs enabling quality learning every day, in every experience, for every learner, for life.

The Role

With a passion for academic excellence, you will foster a culture of creativity, curiosity, and achievement, empowering students to thrive in engaging and innovative learning environments. You will also inspire and support teaching staff to deliver high-impact learning experiences that challenge, motivate, and nurture every student.

TheTechnical SupportSpecialistis a key role responsible for Level 1 IT and AV technical support to staff, students, parents and other members basedat our newShelford Campus.

As a valued member of theInformationTechnology Department, you will share yourexpertisein technologies and help the wider School Community utilise IT solutions, including providing troubleshooting and technical assistance remotely, in person, and via phone, email and theweb-basedIT ticketing system.

This is aPermanent, Full-timeopportunity based at ourShelfordCampus.

Key Duties

• Provide troubleshooting and technical support remotely, one-on-one or via phone/email/web-based IT ticketing system
• Manage day to day resolution of IT service tickets, including:
• Troubleshooting IT and AV technology issues
• Addressing device related faults.
• Assistingstaff,studentsand parents toaccess school platforms and portals.
• Monitor and respond to system alerts, escalating to the Level 2 support team whenrequired.
• Identifyrecurring ticket trends and elevate key themes to theappropriate stakeholders.
• Build and deploy new devices, including MacBooks, Windows laptops,iPadsand iPhones.
• Notify the IT Service DeskTeam Leaderof any actual or potential incidents in line with CGS IT protocols.
• Day-to-day resolution of AV related tickets activities such as:
• Troubleshooting classroom AV technology issues
• Assiststaff with AV related meeting setups
• Assistthe school’s AV Lead in delivery and testing of new AV technologies.
• Assist the school’s Network and Security team in delivery of new or upgraded networking infrastructure technologies.
• Model and live the Caulfield Grammar School values and behaviours

Skills and Experience

• At least 2-3 years in a similar IT/AV Service Desk or IT Helpdesk support role.
• Solid experience in problem analysis and resolution of software and hardware problems.
• Knowledge of ITSM Ticketing Systems (e.g.Fresh Service)
• Proven ability to function in a self-directed environment.
• Strong technical support experience with Apple devices, including knowledge of macOS and iOS operating systems.
• Working knowledge of Microsoft Windows environments (Windows 10/11) and Active Directory user and group administration.
• Familiarity with classroom AV technologies such as displays, projectors, smart/interactivewhiteboardsand control panels.
• Basic understanding of networking fundamentals, IP telephony (Teams Calling), video conferencing systems (Cisco), and general AV equipment.
• A strong customer service focus with an ability to deliver a positive support experience.
• Excellent interpersonal skills and the ability to work effectively with a wide range of users.
• Clear and confident communication skills.
• Hold or willing to obtain an Employment Working With Children Check.

Why Caulfield Grammar School

Our culture is defined by the five values: Pursuing Excellence, Inspiring Creativity, Thriving Together, Embracing Diversity, and Living Wholeheartedly. These values guide the way we work together with passion and authenticity based on our guiding principle of a Mind for Life.

For more information about pursuing a career of excellence at Caulfield Grammar School, please visitourEmployment Page.

• Competitive base and 13% Superannuation
• Continuous professional development opportunities
• Access to outstanding facilities and resources with free onsite parking
• Health & Wellbeing activities throughout the year
• Employee Assistance Program (EAP)

Enquiries:**********@caulfieldgs.vic.edu.au

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