Support Technician

Maryland Institute College of Art; Baltimore, Northern (MD, KY); Hybrid; USD 32,000 - 39,000; Full time

Job summary

Maryland Institute College of Art in Baltimore seeks a Support Technician to bridge the Helpdesk and Tier 2 teams. You will troubleshoot Mac and PC hardware and software, install devices, and document procedures to keep campus technology running smoothly.

The role highlights strong customer service, teamwork, and problem-solving. Ideal candidates have 2+ years IT experience, familiarity with Windows and macOS, basic networking, and mobile management skills.

Qualifications

• 2+ years of IT experience or related field.
• Experience troubleshooting Mac and PC hardware and software.
• Experience with Windows and OS X/macOS.

Responsibilities

• Provide responsive help desk support to faculty, staff and students.
• Troubleshoot and resolve hardware and software issues for Macs and PCs.
• Install, upgrade, and support devices including PCs, printers and peripherals.
• Maintain and update technology documentation and assist with print workflows.
• Collaborate with Tier 2/3 teams to resolve tickets in a timely manner.

Skills

IT support

Troubleshooting

Customer service

Mobile device management

Networking basics

Education

High school diploma or equivalent

Tools

Windows

OS X/macOS

Job description

## Support TechnicianApply: Baltimore, MD: Full time: Posted Yesterday: R4525Welcome 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:** The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.* *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.Applicants must apply online for each job in which they are interested. You will not be considered for any job for which you have not specifically applied. We do not accept applications via email, U.S. mail, or fax. Successful candidates for any staff or faculty positions will be subject to a pre-employment background check.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.