Application Support Technician

Rmcad; Lakewood (CO); On-site; USD 52,000 - 70,000; Full time

Job summary

Rocky Mountain College of Art + Design is seeking an Application Support Technician to provide comprehensive support for campus software and user accounts. You will resolve tickets, document solutions, and assist with IT projects while coordinating with vendors and campus staff.

Ideal candidates have a 4+ year IT helpdesk background, strong communication, and proficiency with Mac/Windows hardware. The role requires FERPA awareness and a commitment to high-quality service across all users.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience; technical support certifications preferred.
• Minimum 4 years experience in IT helpdesk environment.
• Excellent communication and interpersonal skills.
• Ability to hear, see, and describe troubleshooting scenarios.
• Good understanding of networking technologies.
• Methodical, patient troubleshooting approach.
• Solid knowledge of Mac and Windows hardware used at RMCAD.
• Fluency in both Apple and Android mobile environments.
• Meets deadlines within SLA.
• Understanding of file sharing on Windows and Apple platforms.
• Understanding of FERPA requirements.
• Aptitude for data analysis to improve efficiency.
• Proficiency in Microsoft Office on both Apple and Windows.
• Knowledge of Apple Remote Desktop and MS Terminal Services Client.
• Ability to coordinate with IT vendors and partners to ensure supplies.
• Capability to develop robust processes for high-quality service.
• Customer service orientation.
• Support of Mac and Windows environments.

Responsibilities

• Resolve service needs via support tickets, including account creation and password issues.
• Identify solutions for application bugs; create and distribute user documentation.
• Manage 3rd party software accounts and users.
• Document, train, and communicate proper procedures across staff.
• Provide Tier 1 training on application use and service strategies.
• Coordinate with Laboratory Technician staff and TECHBAR equipment for event support.
• Manage campus projects during term and break periods (lab changes, upgrades).
• Assist work-study students and complete tasks as needed.
• Support IT projects as assigned.

Skills

IT helpdesk experience

Communication skills

Networking knowledge

Mac/Windows hardware

Apple/Android fluency

FERPA awareness

Customer service

Microsoft Office

Data analysis

Education

Bachelor’s Degree

Tools

Apple Remote Desktop

Microsoft Terminal Services Client

Job description

The Application Support Technician’s (AST) role is to provide support and application assistance for all RMCAD Campus Software.

The AST will work with other IT staff to resolve needs as handled by support ticket which may include configuring, updating, testing and troubleshooting applications, as well as, providing training and user support.

The AST will transmit invitations, account notifications, and general resource information to incoming students, faculty, and staff directly and through the support system (Zendesk).

The AST will also review upcoming product changes, upgrades, or other similar products to ensure RMCAD is efficiently reaching campus objectives in both IT and the surrounding Departments.

The AST will monitor, enforce, and improve on account creation processes. This service will also extend to the information dissemination practices with new students in coordination with the office of the registrar.

This position works closely with the Campus Application Support Supervisor on campus.

Results

When this job is performed well, the following results will be created:

• Performs the quick, accurate, and efficient creation of accounts in all administrative systems at RMCAD.
• Employees will assist with resources around RMCADs communication systems and deployment of physical phone and soft-phone technology.

Essential Duties and Responsibilities

• Resolve service needs via support tickets. These tickets may encompass new user accounts creation, password and account troubleshooting, or general application assistance.
• Investigates and identifies solutions for application bugs; Creates, maintains, and distributes user documentation for new systems/applications which are developed or enhanced. Will also Perform some data maintenance for internal applications.
• Account and user management of 3rd party software.
• This employee will oversee some operating procedures held by other departments with technical resources, as such they are also apt to work to document, train, and communicate the correct process to those staff.
• Provide supplemental training to Tier 1 team (TECHBAR/RMCADGO) regarding application use and service strategies to improve overall customer support experience.
• Works with established support tools to coordinate Laboratory Technician staff and TECHBAR equipment for Supplemental Event Support.
• Manage projects assigned during term as well as campus break periods including lab developments, changes, and upgrades.
• Will also work with work-study student assignments to complete those tasks as needed.
• Assist with IT Projects as needed and assigned.

Key Performance Indicators, Objectives and Key Results, Behaviors and Attitudes (15%):

• Quantitative and Qualitative Key Performance Indicators (KPI’s) as detailed in Departmental Quarterly Review Meetings (QRMs)
• Regular participation in and contribution to departmental Objectives and Key Results (OKR)
• Behaviors and Attitudes reflect RMCAD's Mission, Vision, and Values

Other duties as assigned

Qualifications

• Bachelor’s Degree and/or equivalent combination of education and experience including technical support certifications preferred.
• Minimum 4 years experience working in IT helpdesk environment.
• Excellent communication and interpersonal skills.
• Employee 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 used at RMCAD
• 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
• Able to develop and implement robust processes to ensure that high quality service is provided to all users
• Customer Service
• Support of Mac and Windows hardware/software environments.
• Networking technologies and the creation of the cables necessary for them (TCP/IP, DNS, DHCP, etc.)
• Management of support center in enterprise environment.
• Physical and Soft Phone management at RMCAD while coordinating staff and faculty onboarding with RMCAD partner companies.

Working Conditions and Physical Demands

The work environment is a typical office environment which may include excessive noise, confined workspaces, the need to lift and/or move up to 100 pounds, push/pull up to 120 lbs, and an equal amount of time sitting and working with computers as well as actively moving around campus. Should be available 24/7 in emergency situations with occasional off-site work required. Employee must expect to be asked to fulfill physical efforts beyond normal IT work, such as operating in crawl spaces, or on ladders.

This job description is intended to describe the general nature and level of work performed by employees assigned to this classification. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Management retains the right to add or change the duties of the position at any time.

Rocky Mountain College of Art + Design is an Equal Opportunity Employer.

RMCAD currently hires qualified applicants in the following states: Arizona, California, Colorado, Florida, New York, Texas, and Virginia.