Application Support Technician

Rocky Mountain College of Art + Design•Lakewood, CO

2d•Onsite

About The Position

The Application Support Technician (AST) provides support and application assistance for RMCAD campus software. Working with other IT staff and the Campus Application Support Supervisor, the AST resolves support-ticket needs that may involve configuring, updating, testing, and troubleshooting applications, and provides training and user support. The position sends invitations, account notifications, and general resource information to incoming students, faculty, and staff, including through Zendesk. It reviews prospective product changes, upgrades, and similar products to help ensure campus objectives are met, and monitors, enforces, and improves account-creation and information-dissemination processes in coordination with the registrar’s office. The role supports account creation across administrative systems, campus communication systems, and physical and soft-phone technology. It contributes to service quality through departmental KPIs, quarterly reviews, Objectives and Key Results, and behaviors aligned with RMCAD’s mission, vision, and values. The position may also take on other duties as assigned. The work is performed in a typical office environment and includes both computer-based work and movement around campus. The employee may encounter excessive noise and confined workspaces, may need to lift or move up to 100 pounds and push or pull up to 120 pounds, and may need to work in crawl spaces or on ladders. Availability for emergency situations at any time and occasional off-site work are required.

Requirements

At least 4 years of experience working in an IT helpdesk environment.
Bachelor’s degree and/or an equivalent combination of education and experience.
Excellent communication and interpersonal skills.
Ability to hear, see, and accurately describe troubleshooting scenarios.
Good understanding of networking technologies, including TCP/IP, DNS, and DHCP, and creating the cables needed for networking.
Methodical, consistent, and patient approach to troubleshooting.
Working knowledge of Apple and HP workstation-class hardware used at RMCAD.
Fluency in Apple and Android mobile environments.
Understanding of file-sharing practices on Windows and Apple platforms.
Understanding of information confidentiality and FERPA requirements.
Aptitude for analyzing help-desk activity and using data to recommend improvements to organizational efficiency and effectiveness.
Skill using Microsoft Office on Apple and Windows platforms.
Understanding of Apple Remote Desktop tools and Microsoft Terminal Services Client.
Skill interacting with IT vendors and contractual partners to ensure IT supplies are received and distributed.
Ability to develop and implement robust processes to provide high-quality service to users.
Customer-service support experience with Mac and Windows hardware and software environments.
Understanding of support-center management in an enterprise environment.
Ability to work in a typical office setting, move around campus, and perform physical tasks that may include lifting or moving up to 100 pounds, pushing or pulling up to 120 pounds, and working in crawl spaces or on ladders.
Availability for emergency situations at any time and occasional off-site work.

Nice To Haves

Technical support certifications are preferred.

Responsibilities

Resolve application-support service needs through support tickets, including account creation, password and account troubleshooting, and general application assistance.
Investigate application bugs and identify solutions.
Create, maintain, and distribute user documentation for new or enhanced systems and applications.
Perform data maintenance for internal applications.
Manage accounts and users for third-party software.
Document, train, and communicate technical-resource procedures to staff in other departments.
Send invitations, account notifications, and general resource information to incoming students, faculty, and staff, including through Zendesk.
Review upcoming product changes, upgrades, and similar products in support of campus objectives.
Monitor, enforce, and improve account-creation processes and information dissemination in coordination with the registrar’s office.
Provide supplemental application-use and service-strategy training to the Tier 1 team (TECHBAR/RMCADGO).
Use established support tools to coordinate Laboratory Technician staff and TECHBAR equipment for supplemental event support.
Manage assigned projects during academic terms and campus breaks, including lab developments, changes, and upgrades.
Work with work-study student assignments to complete tasks as needed.
Assist with IT projects as assigned.
Support RMCAD communication systems and deployment of physical phones and soft-phone technology.
Coordinate physical and soft-phone management and staff and faculty onboarding with RMCAD partner companies.
Participate in departmental quarterly reviews and contribute to departmental Objectives and Key Results.
Meet deadlines within RMCAD’s Service Level Agreements and contribute to service-quality measures.
Perform other duties as assigned.