IT Helpdesk Technician - Tier 1 Support

Maryland Institute College of Art; Baltimore (MD); On-site; USD 31,000 - 39,000; Full time

Job summary

Maryland Institute College of Art in Baltimore seeks a Support Technician to join Technology Services. You will be the frontline link between the Helpdesk and Tier 2 support, assisting faculty, staff, and students with hardware, software, and print workflow issues.

The role emphasizes customer service, clear communication, and rapid problem resolution. Responsibilities include diagnosing issues, installing devices, maintaining documentation, supporting licensing and asset management, and

Qualifications

• High school diploma or equivalent.
• Minimum of 2 years IT or related field experience.
• Experience troubleshooting Mac and PC hardware and software.
• Windows and OSX/macOS familiarity.
• Basic networking knowledge (wired and wireless).
• Experience with mobile management technology.

Responsibilities

• Provide responsive help desk support to faculty, staff, and students.
• Troubleshoot and resolve general hardware and software issues.
• Install, upgrade, and support devices (PCs, mobile devices, printers).
• Maintain applications and systems supporting academic/administrative tech objectives.
• Collaborate with Technology staff to ensure reliable service.
• Support software licensing, asset management, distribution, and compliance.
• Document and guide users on technology best practices.
• Collaborate with Tier 2/3 teams for timely resolutions and escalation.
• Maintain technology documentation.
• Provide Tier 1 phone and email support.
• Assist with digital print press workflows including file prep and color management.

Skills

Customer service

Team collaboration

Communication

Problem solving

Quick learner

Process oriented

Education

High school diploma or equivalent

Tools

Windows

OSX/macOS

Job description

Maryland Institute College of Art in Baltimore seeks a Support Technician to join Technology Services. You will be the frontline link between the Helpdesk and Tier 2 support, assisting faculty, staff, and students with hardware, software, and print workflow issues.

The role emphasizes customer service, clear communication, and rapid problem resolution. Responsibilities include diagnosing issues, installing devices, maintaining documentation, supporting licensing and asset management, and