About IHM The Institute of Health & Management (IHM) is a recognised leader in higher education for the community and healthcare sector. With campuses in Melbourne, Sydney, Perth, and Brisbane, IHM offers innovative bachelor’s and postgraduate courses specialising in social work and nursing. Leveraging advanced technologies — including virtual reality simulations and e-learning platforms — IHM is committed to delivering high-quality, transformative education that prepares the next generation of social work and healthcare professionals. The ICT Student Support Officer provides front-line, day-to-day support to IHM students throughout the student lifecycle from pre-arrival and orientation through to graduation and additionally provides first-level ICT support to students and staff. The role is the first point of contact for students seeking academic, personal, wellbeing, financial, accommodation, disability/reasonable adjustment and general administrative support, and also for service-desk requests covering software, hardware, account access, application use and digital learning platform issues. Provide first-level ICT support to students and responding to service desk requests and resolving software, hardware, system access, and application-related issues. Troubleshoot and support Student Management Systems (SMS), Learning Management Systems (LMS), Microsoft 365, CRM platforms, and other institutional software applications. Install, configure, maintain, and support software applications, user accounts and other ICT equipment. Assist students with access to digital learning platforms, online systems, and institutional ICT services. Monitor and maintain ICT systems and compliance with organisational procedures Record, track, and resolve ICT incidents through helpdesk systems and escalate complex technical issues where required Provide technical guidance to students and staff on the effective use of ICT applications and digital platforms. Generate system reports and assist with troubleshooting issues relating to student information systems and digital services. Coordinate student orientation, onboarding, campus tours, system demonstrations, and digital learning support activities. Maintain accurate records of support requests, incidents, and student interactions through helpdesk and student support systems. Qualifications Bachelor degree in Information Technology, Computer Science, Information Systems, education, student services, health or related field (essential); OR relevant experience and significant equivalent vendor / industry certifications. Vendor certifications such as Microsoft Certified: Modern Desktop Administrator, Microsoft 365 Endpoint Administrator, Canvas Certified Administrator or equivalent (desirable). Experience Minimum 3 years’ experience in an IT service desk, Student support or first-level technical support role. Experience in an Australian higher education or VET institution highly desirable. Demonstrated experience supporting a Learning Management System (AceLMS, Canvas, Moodle or equivalent), Microsoft 365 environment and a Student Management System (Clinsoft or equivalent). Why Join IHM? At IHM, you will be part of a dynamic, purpose-driven institution that values innovation, diversity, and excellence in education. You’ll collaborate with experienced academics and healthcare professionals who are passionate about student success. IHM invests in its people — offering a supportive environment where your professional growth and contribution are truly valued. Commitment to Equity & Inclusion All recruitment, selection, and promotion decisions are based on merit, capability, and alignment with the genuine requirements of the role. IHM is committed to providing equal opportunity for all applicants and fostering a diverse and inclusive workplace, in accordance with