What are the responsibilities and job description for the Technology Support Technician position at Rocky Mountain College of Art + Design?
Technology Support Technician
Location: Lakewood, CO
Salary: $45,000-$50,000
Job Summary
The Technical Support Technician (TST) is responsible for:
Location: Lakewood, CO
Salary: $45,000-$50,000
Job Summary
The Technical Support Technician (TST) is responsible for:
- The position is tasked with 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.
- Support, and mentor ship of Tier 1 student workforce and IT help desk, TECHBAR, in day to day operations.
- Hours 9am - 5pm - Available 24/7 in emergency situations. Occasional scheduled offsite work.
Results
When this job is performed well, the following results will be created:
When this job is performed well, the following results will be created:
- 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
- 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
- Support Information Technology department as Tier 2 Support and Application Support when needed. (first responder support)
Information Technology Supporting Role
- Assist in coordination and implementation of IT Projects
- Assist outside of hours when necessary in power events on campus.
Event Management
- 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.
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 lbs, 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 be asked to fulfill physical efforts beyond normal IT work, such as operating in crawl spaces, or on ladders.
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 lbs, 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 be asked to fulfill physical efforts beyond normal IT work, such as operating in crawl spaces, or on ladders.
RMCAD offers GREAT BENEFITS to full time employees !!
- Flexible Spending Account (FSA)
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Basic Life & AD&D
- Short & Long Term Disability
- Paid Vacation
- Paid Sick
- Paid Holidays (7 Most Observed, Birthday, & December Gift Holidays (determined by President annually)
- 401k employer match
- Tuition Assistance
- Other Voluntary Benefits Offered
HOW TO APPLY
For immediate consideration, please follow the link to our online application and upload your cover letter and resume. Candidates must live within commuting distance of our Lakewood, Colorado campus (relocation assistance is not available). This is a full-time, on-site position. RMCAD offers a competitive salary and benefits package.
EOE