The ICT Customer Support Officer is responsible for providing day-to-day ICT support and technical assistance across Maple Community Services, ensuring staff have reliable, secure and efficient access to the systems, technology and operational tools required to perform their roles effectively. The role supports hardware, software, user access, troubleshooting, onboarding, cybersecurity practices and ICT administration, while contributing to operational continuity, compliance, service quality and continuous improvement across the organisation. Working collaboratively with operational teams, leadership and external providers, the ICT Customer Support Officer plays a key role in maintaining a responsive, solutions-focused and service-driven ICT environment that supports both staff and participant service delivery outcomes.

Benefits

• Progressive, innovative workplace environment 
• Opportunities for creativity, individualism, and originality 
• Career growth within a rapidly expanding organisation 
• Collaborative and supportive workplace culture Continuous improvement and training opportunities 
• Exposure to diverse ICT systems and operational environments 
• Opportunity to contribute to meaningful community and disability services work 
• Professional development through projects, operational reviews, and cross-team collaboration

Task & responsibilities

ICT Support and Service Delivery

• Provide first-level ICT support across The Maple Group, assisting staff with hardware, software, system access, connectivity and day-to-day technology issues.

• Respond to ICT support requests in a timely, professional and service-focused manner, ensuring issues are appropriately triaged, resolved or escalated.

• Support the setup, configuration, maintenance and troubleshooting of laptops, desktops, mobile devices, printers, peripherals and office technology.

• Assist staff with Microsoft 365 applications, email systems, Teams, SharePoint, Salesforce and other organisational platforms and systems.

• Maintain visibility over recurring ICT issues, operational pain points and user concerns, escalating trends and improvement opportunities where required.

• Support onboarding and offboarding processes by preparing user accounts, devices, system access and ICT inductions for new and departing staff.

• Provide practical support to staff across operational offices, SIL homes and remote environments where ICT assistance is required.

Systems Administration and Technical Support

• Support user account management, password resets, permissions, access requests and system configuration in line with organisational requirements.

• Assist with maintaining ICT assets, device registers, software licensing and equipment allocation records.

• Support the monitoring and maintenance of organisational systems, internet connectivity, telephony platforms and cloud-based services.

• Assist with system upgrades, software rollouts, ICT projects and technology implementations across the business.

• Troubleshoot and resolve technical issues relating to hardware, software, networking, printing, mobile devices and business systems.

• Work collaboratively with external ICT providers, software vendors and internal departments to support operational continuity and issue resolution.

ICT Compliance, Security and Risk Management

• Support compliance with organisational ICT policies, cybersecurity requirements, privacy obligations and data protection standards.

• Maintain confidentiality and security of organisational, participant and staff information across all ICT activities and systems.

• Identify, escalate and respond appropriately to cybersecurity risks, suspicious activity, system vulnerabilities or ICT-related compliance concerns.

• Support secure ICT practices across the organisation, including device security, password management, access controls and safe information handling.

• Assist with maintaining accurate ICT documentation, asset tracking, user records and system-related reporting requirements.

• Contribute to business continuity, disaster recovery and operational risk management processes where required.

Stakeholder Support and Communication

• Maintain professional and supportive relationships with staff, managers, participants, stakeholders and external technology providers.

• Communicate ICT information, updates, technical issues and resolutions clearly and professionally to both technical and non-technical users.

• Provide practical guidance and user support to improve staff confidence, system usage and operational efficiency.

• Support staff with troubleshooting and resolving operational technology challenges while maintaining a solutions-focused approach.

• Ensure communication regarding ICT outages, disruptions, upgrades or operational impacts is timely and appropriately escalated.

Documentation, Reporting and Administration

• Maintain accurate ICT records, support tickets, system notes, equipment tracking and administrative documentation.

• Ensure ICT tasks, service requests and operational follow-ups are actioned within expected timeframes and documented appropriately.

• Assist with procurement coordination, device preparation, software allocation and technology-related administration where required.

• Support internal reporting, audit preparation and ICT compliance documentation processes.

• Participate in ICT operational planning, meetings, projects and continuous improvement initiatives as required.

Conduct & Professional Standards

• Act as a role model for professionalism, accountability, reliability and organisational values across all interactions.

• Demonstrate a strong understanding of organisational systems, ICT procedures, operational responsibilities and service expectations.

• Build and maintain respectful, professional and productive relationships across all departments and operational teams.

• Represent Maple Community Services and The Maple Group professionally across all internal and external interactions.

• Maintain confidentiality, professionalism and discretion in all ICT, participant, workforce and business-related matters.

• Promote a collaborative, solutions-focused and service-oriented workplace culture.

• Demonstrate initiative, problem-solving capability and accountability when responding to ICT issues and operational challenges.

Health, Safety & Wellbeing

• Take reasonable care for personal health and safety while supporting compliance with Work Health & Safety (WHS) obligations, organisational policies and safe work practices.

• Promote safe and secure ICT practices across all workplaces and operational environments.

• Identify, report and appropriately escalate workplace hazards, security risks, system concerns or operational issues in a timely manner.

• Support safe work environments for staff, participants and stakeholders through responsible ICT setup and operational practices.

• Contribute to a positive, supportive and psychologically safe workplace culture.

General Responsibilities

• Act in accordance with organisational policies, procedures, cybersecurity requirements, the NDIS Code of Conduct and all relevant legislative and regulatory obligations.

• Maintain all mandatory licences, clearances, training and compliance requirements relevant to the role.

• Participate in meetings, supervision, operational reviews, training and continuous improvement initiatives as required.

• Demonstrate flexibility, adaptability and professionalism within a fast-paced and evolving operational environment.

• Support collaboration and effective working relationships across all departments, operational teams and service streams within The Maple Group.

• Participate in operational escalation and after-hours ICT support requirements where applicable to the role.

• Undertake any additional duties, responsibilities or reasonable directions requested by management that align with the nature and scope of the position.

Qualification & experience

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field
• Minimum 1 year of experience in ICT support, IT help desk, or technical support roles
• Experience supporting Microsoft 365, Teams, SharePoint, Salesforce, and business systems
• Experience troubleshooting hardware, software, networking, printers, and mobile devices
• Knowledge of cybersecurity, user access management, and ICT compliance practices
• Strong communication, customer service, and problem-solving skills