Application Support Technician

The Application Support Technician’s (AST) role is to provide support and application assistance for all RMCAD Campus Software.

The AST will work with other IT staff to resolve needs as handled by support ticket which may include configuring, updating, testing and troubleshooting applications, as well as, providing training and user support.

The AST will transmit invitations, account notifications, and general resource information to incoming students, faculty, and staff directly and through the support system (Zendesk).

The AST will also review upcoming product changes, upgrades, or other similar products to ensure RMCAD is efficiently reaching campus objectives in both IT and the surrounding Departments.

The AST will monitor, enforce, and improve on account creation processes. This service will also extend to the information dissemination practices with new students in coordination with the office of the registrar.

This position works closely with the Campus Application Support Supervisor on campus.

When this job is performed well, the following results will be created:

• Performs the quick, accurate, and efficient creation of accounts in all administrative systems at RMCAD.
• Employees will assist with resources around RMCADs communication systems and deployment of physical phone and soft-phone technology.

• Resolve service needs via support tickets. These tickets may encompass new user accounts creation, password and account troubleshooting, or general application assistance.
• Investigates and identifies solutions for application bugs;
  Creates, maintains, and distributes user documentation for new systems/applications which are developed or enhanced. Will also Perform some data maintenance for internal applications.
• Account and user management of 3rd party software.
• This employee will oversee some operating procedures held by other departments with technical resources, as such they are also apt to work to document, train, and communicate the correct process to those staff.
• Provide supplemental training to Tier 1 team (TECHBAR/RMCADGO) regarding application use and service strategies to improve overall customer support experience.
• Works with established support tools to coordinate Laboratory Technician staff and TECHBAR equipment for Supplemental Event Support.
• Manage projects assigned during term as well as campus break periods including lab developments, changes, and upgrades.
• Will also work with work-study student assignments to complete those tasks as needed.
• Assist with IT Projects as needed and assigned.

Key Performance Indicators, Objectives and Key Results, Behaviors and Attitudes (15%):

• Quantitative and Qualitative Key Performance Indicators (KPI’s) as detailed in Departmental Quarterly Review Meetings (QRMs)
• Regular participation in and contribution to departmental Objectives and Key Results (OKR)
• Behaviors and Attitudes reflect RMCAD's Mission, Vision, and Values

Other duties as assigned

• Bachelor’s Degree and/or equivalent combination of education and experience including technical support certifications preferred.
• Minimum 4 years experience working in IT helpdesk environment.
• Excellent communication and interpersonal skills.
• Employee 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 used at RMCAD
• 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/software environments.
• Networking technologies and the creation of the cables necessary for them (TCP/IP, DNS, DHCP, etc.)
• Management of support center in enterprise…