ICT Support Officer – Helpdesk & Technical Support

Key Responsibilities

Monitor and respond to ICT Helpdesk tickets.

Provide Level 1 & Level 2 support for school systems, applications, and devices.

Troubleshoot login issues for school email, WiFi, and school applications.

Support staff devices including network connectivity, printers, and software.

Escalate complex technical issues to senior ICT staff when required.

Ensure classroom technologies such as projectors, interactive boards, Apple TV, and AV equipment are functioning properly.

Maintain Windows PCs, iMac systems, and iPad devices used in classrooms and computer labs.

Ensure iPad carts, Mac labs, and Windows labs are operational.

Assist with device setup, reformatting, and onboarding for new staff.

Assist students in connecting their personal devices (BYOD) to the school network.

Troubleshoot WiFi connectivity issues.

Troubleshoot printer issues and replace toner or cartridges when needed.
Maintain school ICT hardware including desktops, laptops, and peripherals.

Provide ICT support during school exams, events, and activities.

Prepare and test required ICT equipment in advance.

Maintain ICT equipment records and update the Helpdesk system.

Assist with ICT inventory tracking and documentation.

Liaise with external vendors when specialist technical support is required.

Support ICT services across classrooms, faculty areas, and school facilities.

Occasionally assist with after-hours ICT work for system upgrades, technical tasks, or school event support when required.



Requirements
Education

Diploma or Degree in Information Technology, Computer Science or related field.

Experience

1–3 years experience in IT Helpdesk or Technical Support.

Experience supporting Windows, macOS, and iOS devices.

Experience in a school environment is an advantage.

Technical Skills

Windows and macOS troubleshooting

Basic networking and WiFi troubleshooting

Printer and hardware support

Experience with helpdesk ticketing systems


Personal Skills

Good communication and problem-solving skills

Ability to work independently and as part of a team

Service oriented mindset to support teachers and students



Working Hours
Monday to Friday: 8:00 AM – 5:00 PM

The ICT Helpdesk team must be available before school starts to support teachers and classrooms.

Occasional after-hours support may be required during major ICT upgrades or school events.