Technology Support Technician

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

Job summary

A leading college in Lakewood, CO, is seeking a Technology Support Technician to provide technical assistance in a dynamic environment. The role involves supporting students and staff, managing technical equipment, and ensuring excellent service delivery. Ideal candidates will have a Bachelor's degree and experience in technical support. This position requires strong communication skills and the ability to troubleshoot effectively across various platforms.

Qualifications

• At least 1 year of experience leading a technical support team.
• Technical support certifications preferred.

Responsibilities

• Provide Tier 1 technical support to students and staff.
• Assist in the operation of the Tier one service center.
• Support the IT department as Tier 2 Support when needed.

Skills

Communication

Troubleshooting

Customer service orientation

Analytical skills

Education

Bachelor’s Degree

Tools

Microsoft Office

Apple Remote Desktop

Microsoft Terminal Services

Job description

Technology Support Technician
Location: Lakewood, CO
Salary: $44,000 - $47,000 per year
Application Deadline: Applications accepted on an ongoing basis

RMCAD is seeking a Technical Support Technician (TST) to join our historic campus in Lakewood, CO, working from 9am-5pm MST. The ideal candidate should be available 24/7 for emergency situations and may be required to perform occasional offsite work. The TST will be responsible for:

1. Providing Tier 1 technical support to students, staff, faculty, and guests in a cross-platform environment involving macOS and Windows computers from the campus support center, the TECHBAR.
2. Supporting and mentoring the Tier 1 student workforce and IT helpdesk, TECHBAR, in daily operations.

Results:

1. Assist in the operation of the Tier one service center, TECHBAR.
2. Deliver excellent customer service in a high-paced environment.
3. Coordinate ground team members on projects assigned from the IT team.
4. Resolve and document support cases within the service level agreement timeframe (72 business hours).
5. Support the successful delivery of laboratories at the start of each semester.

Essential Duties and Responsibilities:

1. Assist RMCAD community alongside TECHBAR work-study employees in daily support operations.
2. Operate within the TECHBAR technical support center.
3. Participate in regular training of TECHBAR work-study employees.
4. Manage and maintain TECHBAR equipment checkout inventory.
5. Support the IT department as Tier 2 Support and Application Support when needed.
6. Coordinate and implement IT projects.
7. Assist outside of hours during campus power events.
8. Event Management (10%)
   • Coordinate Laboratory Technician staff and TECHBAR equipment for supplemental event support using established support tools.
   • Provide A/V support for campus events, including livestreams and academic events, and train technicians in these practices.
9. Key Performance Indicators, Objectives and Key Results, Behaviors and Attitudes (15%)
   • Participate in departmental review meetings and contribute to objectives and key results.
   • Demonstrate behaviors aligned with RMCAD's Mission, Vision, and Values.
10. Perform other duties as assigned, including support for RMCADGo service during emergencies.

Qualifications:

1. Bachelor’s Degree or equivalent education and experience; technical support certifications preferred.
2. At least 1 year of experience leading a technical support team in an enterprise environment.
3. Excellent communication and interpersonal skills.
4. Ability to accurately describe troubleshooting scenarios.
5. Strong understanding of networking technologies.
6. Methodical, patient troubleshooting approach.
7. Proficiency with Apple and HP hardware.
8. Fluency in Apple and Android mobile environments.
9. Ability to meet deadlines within service level agreements.
10. Understanding of file sharing practices on Windows and Apple platforms.
11. Knowledge of confidentiality and FERPA regulations.
12. Analytical skills for help desk activity and data analysis.
13. Proficiency with Microsoft Office on both platforms.
14. Knowledge of Apple Remote Desktop and Microsoft Terminal Services.
15. Ability to interact with IT vendors and manage supplies.
16. Ability to develop and implement high-quality service processes.
17. Customer service orientation.
18. Experience supporting Mac and Windows hardware/software.
19. Knowledge of networking (TCP/IP, DNS, DHCP, etc.) and AV equipment.

Working Conditions and Physical Demands:

The work environment is typical of an office setting and may include noise, confined spaces, lifting/moving up to 100 pounds, pushing/pulling up to 120 pounds, and active movement around campus. Availability 24/7 for emergencies and occasional off-site work is required. Physical efforts beyond typical IT work, such as operating in crawl spaces or on ladders, may be necessary.

Pay Range: $44,000 - $47,000 per year

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