IT Support Technician: Tier 1/2 & On‑Site Tech Lead

Rocky Mountain College of Art + Design (RMCAD); Lakewood (CO); On-site; USD 44,000 - 47,000; Full time

Job summary

Rocky Mountain College of Art + Design (RMCAD) in Lakewood, CO seeks a Technical Support Technician to support the TECHBAR and IT operations from 9am–5pm MST. The role requires readiness for emergencies and occasional offsite work, ensuring high-quality service for a dynamic campus community.

The candidate will perform Tier 1/2 troubleshooting, assist in equipment management, coordinate event support, and contribute to IT projects and lab readiness for each semester, aligning with RMCAD’s

Qualifications

• 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.
• 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 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.

Responsibilities

• Tier 1 troubleshooting and support for the RMCAD community via the TECHBAR.
• Works within the TECHBAR technical support center and assists in regular training of staff.
• Assist in management and maintenance of TECHBAR equipment checkout inventory.
• Support Information Technology department as Tier 2 Support and Application Support when needed.
• Assist in coordination and implementation of IT Projects and after-hours campus power events.
• Coordinate Laboratory Technician staff and TECHBAR equipment for Supplemental Event Support; provide A/V support for campus events and trainings.
• Engage in KPI/OKR processes and contribute to departmental objectives.
• Provide emergency coverage for RMCADGo service as needed.

Skills

Communication

Customer service

Networking

Troubleshooting

Education

Bachelor’s Degree

Tools

Apple Remote Desktop

Microsoft Terminal Services Client

Microsoft Office

Job description

Rocky Mountain College of Art + Design (RMCAD) in Lakewood, CO seeks a Technical Support Technician to support the TECHBAR and IT operations from 9am–5pm MST. The role requires readiness for emergencies and occasional offsite work, ensuring high-quality service for a dynamic campus community.

The candidate will perform Tier 1/2 troubleshooting, assist in equipment management, coordinate event support, and contribute to IT projects and lab readiness for each semester, aligning with RMCAD’s