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How to Become an ICT Support Officer: Australian Careers in IT

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What is a ICT Support Officer?

What will I do?

What skills do I need?

Resources

What is a ICT Support Officer?

An ICT Support Officer helps users keep their computer systems and software running well. They fix tech problems, set up hardware and software, and guide users through ICT challenges at work.

Day-to-day, ICT Support Officers work out software and hardware needs. They install apps, set up settings, and adapt programs to suit each user. When something goes wrong, they step in to find and fix the issue fast.

ICT Support Officers work with other IT staff and different teams across an organisation. Good communication matters here. They explain fixes in plain language to users who may have little IT knowledge.

The demand for skilled ICT Support Officers is strong and growing. About 46,200 people work in this role across Australia (Jobs and Skills Australia, 2025). Anyone who enjoys solving problems and working with people will find this a rewarding career.

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Career snapshots For ICT Support Officers

About 46,200 people work as ICT Support Officers in Australia (Your Career, 2025). The Australian Government rates demand in this field as Strong. Most are employed full-time, working around 40 hours per week.

The median age for this role is 38 years. Women make up 21% of the workforce (Jobs and Skills Australia, 2025). ICT Support Officers work across many sectors, including Professional and Technical Services, Education and Training, and Public Administration.

Median weekly earnings sit at around $1,442, or about $75,000 per year (Your Career, 2025). Pay rises with experience and more certs.

What will I do?

ICT Support Officers are the first point of contact when technology breaks down. They keep computer systems, software, and networks running so other staff can do their work. Their role is fast-paced, varied, and vital to any organisation that relies on technology.

  • Determine software and hardware requirements: work out user needs and choose the right tools for the job.
  • Respond to queries: answer questions about software and hardware problems in a timely way.
  • Install and configure software: download and set up apps so systems run at their best.
  • Adapt existing programs: modify software to meet each user’s specific needs.
  • Ensure efficient use of applications: check how tools are used and help staff get the most out of them.
  • Implement computer networks: design, set up, and maintain networks that serve the whole organisation.
  • Design and maintain websites: create and update web content to meet business goals.
  • Repair and replace peripheral equipment: fix or swap out devices like printers, terminals, and modems.
  • Work in call centres: give remote support to users over the phone or online.

What skills do I need?

ICT Support Officers need a blend of technical and people skills. On the technical side, they must know how to set up and fix hardware and software. They also need a good grasp of networking and operating systems.

Communication is just as vital. ICT Support Officers explain hard issues in simple terms to users with all kinds of tech backgrounds. Problem-solving, patience, and good time management are also key traits. Keeping up with new tools through ongoing learning helps ICT Support Officers stay sharp and grow their careers.

Skills/attributes

  • Hardware and software troubleshooting
  • Software installation and configuration
  • Network setup and management
  • Clear verbal and written communication
  • Customer service and user support
  • Problem-solving and analytical thinking
  • Attention to detail
  • Time management and task prioritisation
  • Teamwork and collaboration
  • Adaptability and willingness to learn
  • Patience under pressure
  • Documentation and record-keeping

CourseFinder makes every effort to ensure the information we provide is correct at the time of publication. We welcome your input to help keep our career profiles as accurate and up to date as possible. All queries and feedback will be taken into consideration as we conduct periodic reviews of our content. Add your voice to the conversation!

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About the author

Laura Atkinson

Laura Atkinson

Laura Atkinson is an Account Management and SEM specialist at Course Finder Group with six years' experience in the Australian education sector. She works day to day with universities, TAFEs and independent training providers, which gives her a close view of how courses map to real career outcomes. She writes practical guidance on career pathways, choosing the right qualification and what to expect when moving into a new field.