Support Technician

Maryland Institute College of Art; United States; On-site; USD 31,000 - 39,000; Full time

Job summary

Maryland Institute College of Art seeks a Support Technician to bridge the Tier 1 Helpdesk with Tier 2/3 teams, ensuring effective communication and fast resolutions across hardware, software, and related technologies. You will support faculty, staff, and students, install devices, manage assets, and document procedures to improve academic technology services.

The role requires strong customer service, problem-solving, and teamwork, with a focus on enabling seamless academic operations and print

Qualifications

• Must have strong problem-solving abilities and effective communication to convey technical information to non-technical users.
• Able to work collaboratively in a team-oriented environment with a 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.

Responsibilities

• Provide responsive help desk support to faculty, staff, and students.
• Troubleshoot and resolve general hardware and software issues to minimize academic disruption.
• Install, upgrade and support devices including PCs, mobile devices, printers, and peripherals.
• Implement and maintain applications and systems supporting academic and administrative tech goals.
• Collaborate with Technology staff to meet objectives.
• Support software licensing, asset management, distribution and compliance processes.
• Provide documentation and guidance on technology best practices.
• Escalate to Tier 2/3 when needed and ensure timely resolutions.
• Maintain and update technology documentation as requested.
• Provide Tier 1 phone and email support.
• Assist with digital print press workflows and troubleshooting.

Skills

Problem-solving

Communication

Teamwork

Self-motivation

Process-oriented

Education

High school diploma or equivalent

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.

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.
• Successful candidates for any staff or faculty positions will be subject to a pre-employment background check.

Physical Demands and Work Environment

• 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

Equal Opportunity / Diversity Statement

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.

Accommodation Contact

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.

About MICA

Acknowledged nationally as a premier leader in art and design education, MICA is deliberately cultivating a new generation of artist - one that is capable of seamlessly integrating innovation, entrepreneurship and creative citizenship with contemporary approaches to art, design and media. MICA is redefining the role of the artists and designers as creative, solutions-oriented makers and thinkers who will drive social, cultural, and economic advancement for our future. As the oldest continuously degree-granting college of art and design in the nation, MICA is located in Baltimore, deeply connected to the community. It is a leading contributor to the creative economy regionally and a top producer of nationally and internationally recognized professional artists and designers.