<p>Technology Support Technician</p> <p>Location: Lakewood, CO</p> <p>Salary: $44,000 - $47,000 per year</p> <p>Application Deadline: Applications accepted on an ongoing basis</p> <p>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:</p> <ul> <li>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. </li><li>Support and mentorship the Tier 1 student workforce and IT helpdesk, TECHBAR, in day to day operations </li></ul> <p>Results:</p> <ul> <li>When this job is performed well, the following results will be created </li><li>Assists in operation of the tier one service center, TECHBAR. </li><li>Delivery of excellent customer service in a high paced environment of creative individuals </li><li>Coordination of ground team members on projects assigned from the IT team. </li><li>Within observed service level agreement timeframe (72 business hours) confirms, resolves, and trains on incoming tier one and two support cases and needs. </li><li>Assists in ensuring the successful delivery of complete, outfitted laboratories at RMCAD at the start of each semester. </li></ul> <p>Essential Duties and Responsibilities:</p> <ul> <li> <p>Tier 1 troubleshooting (55%)</p> </li><li> <p>Serve RMCAD Community alongside TECHBAR work-study employees in day to day operations of RMCAD Support.</p> </li><li> <p>Works within the TECHBAR technical support center.</p> </li><li> <p>Assist in regular training of TECHBAR work study employees.</p> </li><li> <p>Assist in management and maintenance of TECHBAR equipment checkout inventory.</p> </li><li> <p>Application Support reinforcement (10%)</p> </li><li> <p>Support Information Technology department as Tier 2 Support and Application Support when needed. (first responder support).</p> </li><li> <p>Information Technology Supporting Role (10%)</p> </li><li> <p>Assist in coordination and implementation of IT Projects</p> </li><li> <p>Assist outside of hours when necessary in power events on campus.</p> </li><li> <p>Event Management (10%)</p> </li><li> <p>Works with established support tools to coordinate Laboratory Technician staff and TECHBAR equipment for Supplemental Event Support.</p> </li><li> <p>Provide A/V Support for campus events including Livestreams, VASD support, and general academic events and train techs in those practices.</p> </li><li> <p>Key Performance Indicators, Objectives and Key Results, Behaviors and Attitudes (15%)</p> </li><li> <p>Quantitative and Qualitative Key Performance Indicators (KPI's) as detailed in Departmental Semesterly Review Meetings (SRMs)</p> </li><li> <p>Regular participation in and contribution to departmental Objectives and Key Results (OKR) Process (Collaboration, Innovation, Prioritization of Individual Tasks, Action)</p> </li><li> <p>Behaviors and Attitudes reflect RMCAD's Mission, Vision, and Values</p> </li><li> <p>Other duties as assigned</p> </li><li> <p>In emergency events, this role will also provide coverage for RMCADGo service.</p> </li></ul> <p>Qualifications:</p> <ul> <li>Bachelor's Degree and/or equivalent combination of education and experience including technical support certifications preferred. </li><li>Minimum 1 year experience leading a technical support team in an enterprise environment. </li><li>Excellent communication and interpersonal skills. </li><li>Candidate must be able to hear, see, and accurately describe various troubleshooting related scenarios. </li><li>Good understanding of networking technologies. </li><li>Methodical, consistent, and patient approach to troubleshooting </li><li>Good working knowledge of Apple and HP workstation class hardware </li><li>Fluency in both Apple and Android mobile environments </li><li>Meets deadlines within RMCAD's Service Level Agreements </li><li>Understanding of file sharing practices on both Windows and Apple platforms </li><li>Understanding of information confidentiality and FERPA requirements </li><li>Aptitude for analysis of help desk activity and use of data for making recommendations for increased organizational efficiency and effectiveness. </li><li>Skill with Microsoft Office on both Apple and Windows platforms. </li><li>Understanding of Apple Remote Desktop tools and Microsoft Terminal Services Client </li><li>Skill in interaction with IT vendors and contractual partners to ensure IT supplies are received and distributed </li><li>Able to develop and implement robust processes to ensure that high quality service is provided to all users </li><li>Customer Service </li><li>Support of Mac and Windows hardware and software environments. </li><li>Networking technologies and the creation of the cables necessary for them (TCP/IP, DNS, DHCP, etc.) </li><li>Event support/coordination and depth of knowledge of audio/visual recording and production equipment. </li></ul> <p>Working Conditions and Physical Demands:</p> <p>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.</p>