Technology Support Technician

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

Location: Lakewood, CO

Salary: $44,000 - $47,000 per year

Application Deadline: Applications accepted on an ongoing basis

RMCAD is searching for a Technical Support Technician (TST) to work on our historic campus in Lakewood, CO from 9am-5pm MST. The ideal candidate will be available 24/7 in emergency situations and is occasionally scheduled offsite work. In this role, the TST is responsible for:

Results

• Assists in operation of the tier one service center, TECHBAR.
• Delivery of excellent customer service in a high paced environment of creative individuals
• Coordination of ground team members on projects assigned from the IT team.
• Within observed service level agreement timeframe (72 business hours) confirms, resolves, and trains on incoming tier one and two support cases and needs.
• Assists in ensuring the successful delivery of complete, outfitted laboratories at RMCAD at the start of each semester.

Essential Duties And Responsibilities

Tier 1 troubleshooting (55%)

• Serve RMCAD Community alongside TECHBAR work-study employees in day to day operations of RMCAD Support.
• Works within the TECHBAR technical support center.
• Assist in regular training of TECHBAR work study employees.
• Assist in management and maintenance of TECHBAR equipment checkout inventory.

Application Support reinforcement (10%)

• Support Information Technology department as Tier 2 Support and Application Support when needed. (first responder support).

Information Technology Supporting Role (10%)

• Assist in coordination and implementation of IT Projects
• Assist outside of hours when necessary in power events on campus.

Event Management (10%)

• Works with established support tools to coordinate Laboratory Technician staff and TECHBAR equipment for Supplemental Event Support.
• Provide A/V Support for campus events including Livestreams, VASD support, and general academic events and train techs in those practices.
• Key Performance Indicators, Objectives and Key Results, Behaviors and Attitudes (15%)
• Quantitative and Qualitative Key Performance Indicators (KPI’s) as detailed in Departmental Semesterly Review Meetings (SRMs)
• Regular participation in and contribution to departmental Objectives and Key Results (OKR) Process (Collaboration, Innovation, Prioritization of Individual Tasks, Action)
• Behaviors and Attitudes reflect RMCAD's Mission, Vision, and Values
• Other duties as assigned
• In emergency events, this role will also provide coverage for RMCADGo service.

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.

Working Conditions and Physical Demands

The work environment is a typical office environment which may include excessive noise, confined workspaces, the need to lift and/or move up to 100 pounds, push/pull up to 120 pounds and an equal amount of time sitting and working with computers as well as actively moving around campus. Should be available 24/7 in emergency situations with occasional off-site work required. Employee must expect to fulfill physical efforts beyond normal IT work, such as operating in crawl spaces, or on ladders.

Rocky Mounatin College of Art + Design is an Equal Opportunity Employer.