Support Technician

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

Welcome to the official site for employment opportunities at MICA. At MICA, we empower our employees to use their talent in a variety of ways. We are pleased that you are interested in career opportunities offered at MICA.

Job Title: Support Technician

Department: Technology Services

Division: Technology Systems and Services

FLSA Status: Non-Exempt

Union: SEIU Local 500

Grade: 5

Hourly Rate: $22.80 - $28.46

Reports to: Lead AV/Support Technician (Tier 1)

General purpose:

The Support Technician will serve as a critical link between the Tier 1 Helpdesk and Tier 2 Support team, ensuring effective communication and collaboration to enhance the support of systems, software, hardware, and related technologies, ultimately meeting the academic technology needs of our institution.

Summary Duties and Responsibilities:

• Provide responsive help desk customer support to MICA faculty, staff, and students.
• First contact, troubleshoot, and resolve general hardware and software issues, ensuring minimal disruption to academic activities.
• Install, upgrade, and support MICA devices, including PCs, mobile devices, printers, and connected peripherals.
• Implement and maintain applications and systems that support academic and administrative technology objectives.
• Work effectively with other Technology staff members to accomplish goals.
• Support software licensing, asset management, distribution, and compliance processes, collaborating with the TSS team to ensure reliable service.
• Provide documentation and guidance to MICA faculty, staff, and students on technology best practices.
• Collaborate effectively with Tier 2/3 technical teams to quickly address tickets, ensuring timely resolutions, escalation, or de-escalation within the support structure.
• Maintain and update technology documentation on procedures and policies as requested in storage location or/and online.
• Provide Tier 1 phone and email support.
• Assist students, faculty, and staff with digital print press workflows, including file preparation, print formatting, color management guidance, and troubleshooting print errors to ensure successful output.
• Perform other related duties as assigned.

Knowledge, Skills, and Abilities

• Strong problem-solving abilities and effective communication skills, capable of conveying technical information to non-technical users.
• Ability to work collaboratively in a team-oriented environment with a strong 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.
• Process-oriented.

Minimum Qualifications:

• High school diploma or equivalent
• Minimum of 2 years of experience in IT or related field
• Experience in troubleshooting Mac and PC hardware and software issues
• Experience working with Windows and OS X/ macOS
• Experience with basic networking (wired and wireless)
• Working knowledge of mobile management technology

Preferred Qualifications:

• Apple Certified Mac Technician (ACMT) or Microsoft Certified Professional (MCP)
• Experience working in higher education or a large institution
• Experience with endpoint management platforms

Reporting to this position:

No direct reports

Conditions of Employment:

• Satisfactory background check

Physical demands and work environment:

• Physical Demands: While performing the duties of the job, the employee is occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. The employee must occasionally lift up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. (may be adjusted depending on position)
• Work environment: While performing the duties of the job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually minimal.
• Required training: Handbook orientation, Anti-Harassment, Hazard Communication, Emergency Plans & Fire Prevention, Personal Protection Equipment.

Maryland Institute College of Art is committed to its policy of providing equal opportunity regardless of race, color, creed, national origin, religion, gender, sexual orientation, marital status, age, disability, or veteran status (disabled, Vietnam-era, or otherwise). Furthermore, the College does not tolerate any form of sex discrimination, including sexual harassment or sexual violence. This policy applies to all programs, facilities, and activities provided by Maryland Institute College of Art, including but not limited to admission, educational programs, and employment.

MICA provides reasonable accommodations to applicants with disabilities on a case-by-case basis. If you need a reasonable accommodation for any part of the application and hiring process, please contact Human Resources at 410-225-2363.