Computer Technician

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Job Title: Computer Technician (Tier 2)

Department: Technology

Division: Technology Services

FLSA Status: Non-exempt

Reports to (Position Title): Director, Technology Services  

Union: SEIU Local 500

Grade: 5

Hourly Range: $22.80 - $28.46

General purpose:

The Computer Technician (Tier 2) provides technology service and support for MICA’s administrative and academic computers and systems. Primary duties include but are not limited to the hardware and software support of campus computers, use of help desk ticketing system to log and document issues, assisting with Technology projects and planning, providing knowledge support to Tier 1 staff, and inventory management via endpoint management platform.

Summary of Essential Functions:

• Install, upgrade, and support campus computers

• Install and support printers and other connected peripheral devices

• Maintain technology inventory through the endpoint management platform

• Work effectively with other Technology staff members to accomplish goals

• Troubleshoot hardware/software issues

• Virus/spyware/malware removal

• Perform hardware repairs

• Provide guidance to end users on technology best practices

• Accurately log and document work history on all support tickets

• Escalate or de-escalate work tickets within the support structure

• Maintain technology documentation on procedures and policies

• Monitor and track user service and satisfaction

• Assist with Tier 1 phone and email support as needed

• Perform other related duties as assigned

Knowledge, Skills, and Abilities 

• Excellent customer service skills

• Excellent communication skills

• Excellent problem-solving skills

• Ability to identify underlying problems as they relate to incidents

• Able to work collaboratively

• Process-oriented

Minimum qualifications: 

• High school diploma or equivalent

• Minimum of 2 years of experience in IT or related field

• Experience troubleshooting Mac and PC hardware and software issues

• Experience working with Windows 10 and OS X/ macOS

• Experience with basic TCP/IP networking-wired or wireless

• Working knowledge of smartphone technology

Preferred Qualifications: 

• Apple Certified Mac Technician (ACMT) or Microsoft Certified Professional (MCP)

• Experience working in higher education or large institution

• Experience with endpoint management platforms

Reporting to this position: No direct reports

Conditions of Employment: 

• The candidate must successfully complete a full 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 (60) 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. 

• 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, Harassment Prevention, Hazard Communication, Emergency Plans & Fire Prevention, Personal Protection Equipment. (additional training may be added)

Maryland Institute College of Art is committed to its policy of providing equal opportunity regardless of race, color, creed, national origin, religion, gender, sexual orientation, marital status, age, disability, or veteran status (disabled, Vietnam-era, or otherwise). Furthermore, the College does not tolerate any form of sex discrimination, including sexual harassment or sexual violence. This policy applies to all programs, facilities, and activities provided by Maryland Institute College of Art, including but not limited to admission, educational programs, and employment.

Applicants must apply online for each job in which they are interested. You will not be considered for any job for which you have not specifically applied. We do not accept applications via email, U.S. mail, or fax. Successful candidates for any staff or faculty positions will be subject to a pre-employment background check.

MICA provides reasonable accommodations to applicants with disabilities on a case-by-case basis. If you need a reasonable accommodation for any part of the application and hiring process, please contact Human Resources at 410-225-2363.