Computer Technician (Tier 2)

Maryland Institute College of Art • Baltimore, MD

1d • Onsite

About The Position

The Computer Technician (Tier 2) will provide intermediate to advanced technological service and support for MICA’s administrative and academic computers and systems. Primary responsibilities include escalated troubleshooting, system administration tasks, endpoint and inventory management, project support, Tier 1 mentorship, and thorough ticket documentation, ultimately meeting the technology needs for MICA students, faculty, and staff.

Requirements

• High school diploma or equivalent
• Minimum of 2 years of experience in IT or related field
• Experience in troubleshooting hardware and software issues
• Experience working with Windows, MacOS, Android, and iOS.
• Experience with basic networking (wired and wireless)
• Working knowledge of mobile management technology

Nice To Haves

• Apple Certified Mac Technician (ACMT) or Microsoft Certified Professional (MCP)
• Experience working in higher education or a large institution
• Experience with endpoint management platforms

Responsibilities

• Deliver advanced helpdesk support for escalated tickets via phone, email, remote tool, and in-person visits.
• Diagnose and resolve complex hardware, OS, and application issues, ensuring minimal downtime for students, faculty, or staff.
• Deploy, configure, image, and upgrade desktops, laptops, and mobile devices using standard imaging and endpoint management tools.
• Administer user accounts, permissions, and group policies in Active Directory (or equivalent identity systems); assist with single sign-on and MFA support.
• Manage patching, updates, and antivirus/endpoint protection; perform virus/spyware/malware detection and removal.
• Support technology projects, testing, pilot programs, and rollouts, including automation deployment and basic scripting tasks to improve efficiency.
• Perform hardware diagnostics and repairs, component replacements, and warranty/vendor coordination for external support on advanced hardware/software issues.
• Ensure adherence to software licensing and compliance requirements, handle confidential information securely, and follow MICA Technology policies.
• Manage and support Windows/MacOS PCs. Printers, Mobile devices, and connected peripherals
• Monitor ticket queues, SLA targets, and user satisfaction; report trends and propose improvements.
• Collaborate with the Tier 3 specialist team and Enterprise Systems to escalate, troubleshoot, and resolve advanced or systemic issues.
• Administer user accounts, group policies, and access controls; support SSO/MFA where applicable.
• Maintain accurate technology inventory via the endpoint management platform for all MICA technology assets.
• Perform other related duties as assigned.

Benefits

• Satisfactory background check
• The College does not tolerate any form of sex discrimination, including sexual harassment or sexual violence.
• MICA provides reasonable accommodations to applicants with disabilities on a case-by-case basis.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED