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How to Become An Ict Support Officer

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What is a ICT Support Officer

An ICT Support Officer is the go-to person when technology isn’t working right. They fix computer problems, set up software, and help colleagues use digital tools with ease.

The role covers a wide range of tasks. ICT Support Officers install and configure software, set up networks, and repair or replace hardware like printers and modems. They also respond to help desk requests and track issues until they are resolved.

Strong communication skills are just as important as technical know-how. ICT Support Officers must explain solutions clearly to users with all kinds of technical backgrounds. Patience and a calm approach go a long way in this role.

ICT Support has strong job demand across Australia. About 46,200 people work in the field, with 83% in full-time roles (Jobs and Skills Australia, 2025). It is a great starting point for a career in IT with plenty of room to grow.

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Career Outlook for ICT Support Officer

ICT Support is a stable and growing field in Australia. About 46,200 people work as ICT Support Technicians across Australia (Your Career, 2025). The Australian Government rates job demand as Strong. The median age is 38, and most people work full-time, averaging 40 hours per week.

Around 83% of ICT Support Officers work full-time. Pay ranges from around $60,000 for entry-level roles to $95,000 for those with more experience (Your Career, 2025). The main industries for ICT Support Officers are Professional and Technical Services, Education and Training, and Public Administration.

Digital tools are now used in every industry. This drives strong demand for ICT Support Officers. Those starting out in IT can grow into roles in systems admin, networking, and cyber security.

On this Article

Introduction

Average Salaries

Resources

Steps to Become an ICT Support Officer

Step 1: Complete a Certificate III in Information Technology (ICT30120)

Enrol in the Certificate III in Information Technology (ICT30120) at a TAFE or registered training organisation (RTO). This qualification takes 12 to 24 months. It covers ICT basics, help desk work, hardware support, and basic networking. It is a strong entry point for an ICT Support Officer career.

Step 2: Gain Entry-Level ICT Experience

Apply for an entry-level role such as help desk support, desktop support technician, or IT trainee. Many employers take on candidates with a Certificate III. Aim for 12 to 24 months of hands-on work before moving to more advanced support roles.

Step 3: Earn a CompTIA A+ Certification

Complete the CompTIA A+ certification, which shows your skills in hardware fixing, operating systems, and basic networking. This cert takes around 3 to 6 months to prepare for. Australian employers in ICT support value it highly.

Step 4: Complete a Certificate IV in Information Technology (ICT40120)

Advance your career by completing the Certificate IV in Information Technology (ICT40120) at a TAFE or RTO. This takes around 12 months full-time and builds on your Certificate III. It covers advanced networking, cyber security, project support, and systems admin. Completing this opens the door to senior support and specialist roles.

Step 5: Join the Australian Computer Society (ACS)

Join the Australian Computer Society (ACS) at acs.org.au for career recognition, networking events, and ongoing training. ACS membership is recognised by employers and supports your ICT career growth.

What does an ICT Support Officer do?

ICT Support Officers handle a wide range of technology tasks each day. They respond to user questions about software and hardware problems, diagnose faults, and find quick fixes. They install and set up software, adapt programs for each user, and track how tools are being used. They also set up and maintain computer networks, update websites, and repair or replace devices like printers and modems. Whether at a help desk or a call centre, ICT Support Officers keep technology running well across the organisation.

Tasks

ICT Support Officers keep digital systems running for the whole organisation. They handle help desk calls, network setup, and everything in between. Technology must work well and problems must be fixed fast.

  • Determine software and hardware requirements: assess user needs and match them to the right tools.
  • Respond to queries: answer questions about software and hardware problems quickly.
  • Install and configure software: set up and download applications to keep systems current.
  • Adapt existing programs: modify software to meet each user’s specific needs.
  • Ensure efficient use of applications: help staff get the most out of the tools and equipment available.
  • Implement computer networks: design and maintain networks to support the whole team.
  • Design and maintain websites: create and update web content for the organisation.
  • Repair and replace peripheral equipment: fix or swap devices like printers and modems.
  • Work in call centres: provide remote help and troubleshooting support over the phone or online.

Skills for Success

ICT Support Officers need a mix of technical skills and people skills. On the technical side, they must know how to set up and fix hardware and software. A solid understanding of networks and operating systems is also important.

People skills matter just as much. ICT Support Officers talk to users every day, so clear communication and patience are key. They face a range of tech problems, so a calm approach to problem-solving helps greatly. A drive to keep learning is what sets the best ICT Support Officers apart.

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

Average Salaries

ICT Support Officers in Australia earn about $1,442 per week, or $75,000 per year (Your Career, 2025). Entry-level roles start at around $60,000. Senior staff can earn up to $95,000 (SEEK Career Advice, 2026).

min $60 K

max $95 K

av $75 K

About the author

Laura Atkinson - Course Finder Groups
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.