Technology Support Technician

Technology Support Technician

Location:

Lakewood, CO

Salary: $44,000 - $47,000 per year

Final date to receive applications:
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

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.

• 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.
• Support Information Technology department as Tier 2 Support and Application Support when needed. (first responder support).
• Assist in coordination and implementation of IT Projects
• Assist outside of hours when necessary in power events on campus.

• 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 Live streams, 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.

• 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…