Technology Support Technician

Rocky Mounatin College of Art + Design•Lakewood, CO

1d•Onsite

About The Position

Rocky Mountain College of Art + Design (RMCAD) is seeking a Technology Support Technician (TST) to join our team at our historic campus in Lakewood, CO. This role operates from 9 am to 5 pm MST and requires availability for 24/7 emergency situations, with occasional offsite work. The TST is responsible for providing Tier 1 technical support to students, staff, faculty, and guests in a cross-platform environment (macOS and Windows) from the campus support center, known as the TECHBAR. Additionally, the TST will support and mentor the Tier 1 student workforce and the IT helpdesk in daily operations.

Requirements

Bachelor’s Degree and/or equivalent combination of education and experience including technical support certifications preferred.
Minimum 1 year experience leading a technical support team in an enterprise environment.
Excellent communication and interpersonal skills.
Candidate must be able to hear, see, and accurately describe various troubleshooting related scenarios.
Good understanding of networking technologies.
Methodical, consistent, and patient approach to troubleshooting.
Good working knowledge of Apple and HP workstation class hardware.
Fluency in both Apple and Android mobile environments.
Meets deadlines within RMCAD’s Service Level Agreements.
Understanding of file sharing practices on both Windows and Apple platforms.
Understanding of information confidentiality and FERPA requirements.
Aptitude for analysis of help desk activity and use of data for making recommendations for increased organizational efficiency and effectiveness.
Skill with Microsoft Office on both Apple and Windows platforms.
Understanding of Apple Remote Desktop tools and Microsoft Terminal Services Client.
Skill in interaction with IT vendors and contractual partners to ensure IT supplies are received and distributed.
Customer Service Support of Mac and Windows hardware and software environments.
Networking technologies and the creation of the cables necessary for them (TCP/IP, DNS, DHCP, etc.).
Event support/coordination and depth of knowledge of audio/visual recording and production equipment.

Nice To Haves

Technical support certifications

Responsibilities

Provide Tier 1 technical support to students, staff, faculty, and guests in a cross-platform environment involving macOS and Windows computers from the campus support center, the TECHBAR.
Support and mentor the Tier 1 student workforce and IT helpdesk, TECHBAR, in day-to-day operations.
Assist in the operation of the tier one service center, TECHBAR.
Deliver excellent customer service in a high-paced environment of creative individuals.
Coordinate ground team members on projects assigned from the IT team.
Confirm, resolve, and train on incoming tier one and two support cases and needs within the observed service level agreement timeframe (72 business hours).
Assist in ensuring the successful delivery of complete, outfitted laboratories at RMCAD at the start of each semester.
Serve the RMCAD Community alongside TECHBAR work-study employees in day-to-day operations of RMCAD Support.
Work within the TECHBAR technical support center.
Assist in regular training of TECHBAR work-study employees.
Assist in management and maintenance of TECHBAR equipment checkout inventory.
Support the Information Technology department as Tier 2 Support and Application Support when needed (first responder support).
Assist in coordination and implementation of IT Projects.
Assist outside of hours when necessary in power events on campus.
Work with established support tools to coordinate Laboratory Technician staff and TECHBAR equipment for Supplemental Event Support.
Provide A/V Support for campus events including Livestreams, VASD support, and general academic events and train techs in those practices.
Provide coverage for RMCADGo service in emergency events.
Develop and implement robust processes to ensure that high-quality service is provided to all users.