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.

Summary 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

Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: 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.