Technology Support Technician

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 is role, the TST is responsible for:

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 mentorship the Tier 1 student workforce and IT helpdesk, TECHBAR, in day to day operations

Results

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 (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 be asked 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.