Technical Support Specialist

Caulfield Grammar School is aninternationally recognised, independent, co-educational schoolcommitted toprovidingexceptional educationalopportunities from Early Learning through to Year 12. With over3700 students across4campuses and our StudentExperience Programs in Yarra Junction and Kakadu, Caulfield Grammarpassionately strives to deliver innovative specialist educationalprograms enabling quality learning every day, in every experience,for every learner, for life.

The Role

With a passion for academicexcellence, you will foster a culture of creativity, curiosity, andachievement, empowering students to thrive in engaging andinnovative learning environments. You will also inspire and supportteaching staff to deliver high-impact learning experiences thatchallenge, motivate, and nurture everystudent.

The TechnicalSupportSpecialist is a key role responsible for Level 1 IT and AVtechnical support to staff, students, parents and other membersbasedat our new Shelford Campus.

As a valued member oftheInformationTechnology Department, you will shareyourexpertisein technologies and help the wider SchoolCommunity utilise IT solutions, including providing troubleshootingand technical assistance remotely, in person, and via phone, emailand theweb-basedIT ticketingsystem.

This is aPermanent,Full-timeopportunity based atourShelfordCampus.

Key Duties

• Provide troubleshooting andtechnical support remotely, one-on-one or viaphone/email/web-based IT ticketingsystem
• Manage day to day resolution ofIT service tickets,including:
• Troubleshooting IT and AVtechnology issues
• Assistingstaff,studentsand parentstoaccess school platforms andportals.
• Monitor and respond to systemalerts, escalating to the Level 2 support teamwhenrequired.
• Identifyrecurring tickettrends and elevate key themes to theappropriatestakeholders.
• Build and deploy new devices,including MacBooks, Windows laptops,iPadsandiPhones.
• Notify the IT ServiceDeskTeam Leaderof any actual or potential incidentsin line with CGS IT protocols.
• Day-to-day resolution of AVrelated tickets activities such as:
• Troubleshooting classroom AVtechnology issues
• Assiststaff with AVrelated meeting setups
• Assistthe school's AV Leadin delivery and testing of new AVtechnologies.
• Assist the school's Network andSecurity team in delivery of new or upgraded networkinginfrastructure technologies.
• Model and live the CaulfieldGrammar School values andbehaviours

Skills and Experience

• At least 2-3 years in a similarIT/AV Service Desk or IT Helpdesk supportrole.
• Solid experience in problemanalysis and resolution of software and hardwareproblems.
• Knowledge of ITSM TicketingSystems (e.g.FreshService)
• Proven ability to function in aself-directed environment.
• Strong technical supportexperience with Apple devices, including knowledge of macOS andiOS operating systems.
• Working knowledge of MicrosoftWindows environments (Windows 10/11) and Active Directory userand groupadministration.
• Familiarity with classroom AVtechnologies such as displays, projectors,smart/interactivewhiteboardsand controlpanels.
• Basic understanding ofnetworking fundamentals, IP telephony (Teams Calling), videoconferencing systems (Cisco), and general AVequipment.
• A strong customer service focuswith an ability to deliver a positive supportexperience.
• Excellent interpersonal skillsand the ability to work effectively with a wide range ofusers.
• Clear and confidentcommunication skills.
• Hold or willing to obtain anEmployment Worki ng WithChildren Check.

Why Caulfield Grammar School

Our culture is defined by the fivevalues: Pursuing Excellence, Inspiring Creativity, ThrivingTogether, Embracing Diversity, and Living Wholeheartedly. Thesevalues guide the way we work together with passion and authenticitybased on our guiding principle of a Mind forLife.

For more information about pursuing acareer of excellence at Caulfield Grammar School, pleasevisitour EmploymentPage .

• Competitive base and 13%Superannuation
• Access to outstanding facilitiesand resources with free onsiteparking
• Health & Wellbeing activitiesthroughout the year
• Employee Assistance Program(EAP)

Caulfield Campus About Us

Caulfield Grammar School is aninternationally recognised, independent, co-educational schoolcommitted toprovidingexceptional educationalopportunities from Early Learning through to Year 12. With over3700 students across4campuses and our StudentExperience Programs in Yarra Junction and Kakadu, Caulfield Grammarpassionately strives to deliver innovative specialist educationalprograms enabling quality learning every day, in every experience,for every learner, for life.

The Role

With a passion for academicexcellence, you will foster a culture of creativity, curiosity, andachievement, empowering students to thrive in engaging andinnovative learning environments. You will also inspire and supportteaching staff to deliver high-impact learning experiences thatchallenge, motivate, and nurture everystudent.

The TechnicalSupportSpecialist is a key role responsible for Level 1 IT and AVtechnical support to staff, students, parents and other membersbasedat our new Shelford Campus.

As a valued member oftheInformationTechnology Department, you will shareyourexpertisein technologies and help the wider SchoolCommunity utilise IT solutions, including providing troubleshootingand technical assistance remotely, in person, and via phone, emailand theweb-basedIT ticketingsystem.

This is aPermanent,Full-timeopportunity based atourShelfordCampus.

Key Duties

• Provide troubleshooting andtechnical support remotely, one-on-one or viaphone/email/web-based IT ticketingsystem
• Manage day to day resolution ofIT service tickets,including:
• Troubleshooting IT and AVtechnology issues
• Addressing device relatedfaults.
• Assistingstaff,studentsand parentstoaccess school platforms andportals.
• Monitor and respond to systemalerts, escalating to the Level 2 support teamwhenrequired.
• Identifyrecurring tickettrends and elevate key themes to theappropriatestakeholders.
• Build and deploy new devices,including MacBooks, Windows laptops,iPadsandiPhones.
• Notify the IT ServiceDeskTeam Leaderof any actual or potential incidentsin line with CGS IT protocols.
• Day-to-day resolution of AVrelated tickets activities such as:
• Troubleshooting classroom AVtechnology issues
• Assiststaff with AVrelated meeting setups
• Assistthe school's AV Leadin delivery and testing of new AVtechnologies.
• Assist the school's Network andSecurity team in delivery of new or upgraded networkinginfrastructure technologies.
• Model and live the CaulfieldGrammar School values andbehaviours

Skills and Experience

• At least 2-3 years in a similarIT/AV Service Desk or IT Helpdesk supportrole.
• Solid experience in problemanalysis and resolution of software and hardwareproblems.
• Knowledge of ITSM TicketingSystems (e.g.FreshService)
• Proven ability to function in aself-directed environment.
• Strong technical supportexperience with Apple devices, including knowledge of macOS andiOS operating systems.
• Working knowledge of MicrosoftWindows environments (Windows 10/11) and Active Directory userand groupadministration.
• Familiarity with classroom AVtechnologies such as displays, projectors,smart/interactivewhiteboardsand controlpanels.
• Basic understanding ofnetworking fundamentals, IP telephony (Teams Calling), videoconferencing systems (Cisco), and general AVequipment.
• A strong customer service focuswith an ability to deliver a positive supportexperience.
• Excellent interpersonal skillsand the ability to work effectively with a wide range ofusers.
• Clear and confidentcommunication skills.
• Hold or willing to obtain anEmployment Worki ng WithChildren Check.

Why Caulfield Grammar School

Our culture is defined by the fivevalues: Pursuing Excellence, Inspiring Creativity, ThrivingTogether, Embracing Diversity, and Living Wholeheartedly. Thesevalues guide the way we work together with passion and authenticitybased on our guiding principle of a Mind forLife.

For more information about pursuing acareer of excellence at Caulfield Grammar School, pleasevisitour EmploymentPage .

Our Benefits

• Competitive base and 13%Superannuation
• Continuous professionaldevelopment opportunities
• Access to outstanding facilitiesand resources with free onsiteparking
• Health & Wellbeing activitiesthroughout the year
• Employee Assistance Program(EAP)

Enquiries

Caulfield Grammar School is committed to ensuring the safety and wellbeing of our School community. All employees, direct/indirect contact volunteers, third party contractors and external education providers are required to comply with our Child and Youth Safe Policy and our Child and Youth Safe Code of Conduct.

Applicants will be required to undergo background checks as per the Schools Security Vetting Policy and guidelines.

Attachments

• Technical Support Specialist_PD.pdf