Academic IT Support Technician (Tier 1)

Maryland Institute College of Art; United States; On-site; USD 31,000 - 39,000; Full time

Job summary

Maryland Institute College of Art seeks a Support Technician to bridge the Tier 1 Helpdesk with Tier 2/3 teams, ensuring effective communication and fast resolutions across hardware, software, and related technologies. You will support faculty, staff, and students, install devices, manage assets, and document procedures to improve academic technology services.

The role requires strong customer service, problem-solving, and teamwork, with a focus on enabling seamless academic operations and print

Qualifications

• Must have strong problem-solving abilities and effective communication to convey technical information to non-technical users.
• Able to work collaboratively in a team-oriented environment with a 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.

Responsibilities

• Provide responsive help desk support to faculty, staff, and students.
• Troubleshoot and resolve general hardware and software issues to minimize academic disruption.
• Install, upgrade and support devices including PCs, mobile devices, printers, and peripherals.
• Implement and maintain applications and systems supporting academic and administrative tech goals.
• Collaborate with Technology staff to meet objectives.
• Support software licensing, asset management, distribution and compliance processes.
• Provide documentation and guidance on technology best practices.
• Escalate to Tier 2/3 when needed and ensure timely resolutions.
• Maintain and update technology documentation as requested.
• Provide Tier 1 phone and email support.
• Assist with digital print press workflows and troubleshooting.

Skills

Problem-solving

Communication

Teamwork

Self-motivation

Process-oriented

Education

High school diploma or equivalent

Job description

Maryland Institute College of Art seeks a Support Technician to bridge the Tier 1 Helpdesk with Tier 2/3 teams, ensuring effective communication and fast resolutions across hardware, software, and related technologies. You will support faculty, staff, and students, install devices, manage assets, and document procedures to improve academic technology services.

The role requires strong customer service, problem-solving, and teamwork, with a focus on enabling seamless academic operations and print