Support Technician

Maryland Institute College of Art•Baltimore, MD

1d•$23 - $28

About The Position

The Support Technician will serve as a critical link between the Tier 1 Helpdesk and Tier 2 Support team, ensuring effective communication and collaboration to enhance the support of systems, software, hardware, and related technologies, ultimately meeting the academic technology needs of our institution.

Requirements

Strong problem-solving abilities and effective communication skills, capable of conveying technical information to non-technical users.
Ability to work collaboratively in a team-oriented environment with a strong focus on customer service.
Ability to identify underlying problems as they relate to incidents.
Self-motivated with a strong aptitude for quickly learning new technologies and systems.
Process-oriented.
High school diploma or equivalent
Minimum of 2 years of experience in IT or related field
Experience in troubleshooting Mac and PC hardware and software issues
Experience working with Windows and OS X/ macOS
Experience with basic networking (wired and wireless)

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

Provide responsive help desk customer support to MICA faculty, staff, and students.
First contact, troubleshoot, and resolve general hardware and software issues, ensuring minimal disruption to academic activities.
Install, upgrade, and support MICA devices, including PCs, mobile devices, printers, and connected peripherals.
Implement and maintain applications and systems that support academic and administrative technology objectives.
Work effectively with other Technology staff members to accomplish goals.
Support software licensing, asset management, distribution, and compliance processes, collaborating with the TSS team to ensure reliable service.
Provide documentation, and guidance to MICA faculty, staff, and students on technology best practices.
Collaborate effectively with Tier 2/3 technical teams to quickly address tickets, ensuring timely resolutions, escalation, or de-escalation within the support structure.
Maintain and update technology documentation on procedures and policies as requested in storage location or/and online.
Provide Tier 1 phone and email support.
Assist students, faculty, and staff with digital print press workflows, including file preparation, print formatting, color management guidance, and troubleshooting print errors to ensure successful output.
Perform other related duties as assigned.