Computer Technician; Tier 2

Computer Technician (Tier
2)

Department:
Technology Services
FLSA Status:
Non-Exempt
Grade: 5
Hourly Range: $22.80 - $28.46
Union: SEIU Local 500

Reports to:

Lead Computer Technician (Tier
2)

• Deliver advanced helpdesk support for escalated tickets via phone, e‑mail, remote tool, and in‑person visits.
• Diagnose and resolve complex hardware, operating system, and application issues, ensuring minimal downtime for students, faculty, or staff.
• Deploy, configure, image, and upgrade desktops, laptops, and mobile devices using standard imaging and endpoint management tools.
• Administer user accounts, permissions, and group policies in Active Directory (or equivalent identity systems); assist with single sign‑on and MFA support.
• Manage patching, updates, and antivirus/endpoint protection; perform virus/spyware/malware detection and removal.
• Support technology projects, testing, pilot programs, and rollouts, including automation deployment and basic scripting tasks to improve efficiency.
• Perform hardware diagnostics and repairs, component replacements, and warranty/vendor coordination for advanced hardware/software issues.
• Ensure adherence to software licensing and compliance requirements, handle confidential information securely, and follow MICA Technology policies.
• Manage and support Windows/MacOS PCs, printers, mobile devices, and connected peripherals.
• Monitor ticket queues, SLA targets, and user satisfaction; report trends and propose improvements.
• Collaborate with the Tier3 specialist team and Enterprise Systems to troubleshoot and resolve advanced or systemic issues.
• Maintain accurate technology inventory via the endpoint management platform for all MICA technology assets.
• Perform other related duties as assigned.

• 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.

• High school diploma or equivalent.
• Minimum of 2 years of experience in IT or related field.
• Experience in troubleshooting hardware and software issues.
• Experience working with Windows, MacOS, Android, and iOS.
• Experience with basic networking (wired and wireless).
• Working knowledge of mobile management technology.

• Apple Certified Mac Technician (ACMT) or Microsoft Certified Professional (MCP).
• Experience working in higher education or a large institution.
• Experience with endpoint management platforms.

Satisfactory background check.

The employee may be 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 may occasionally lift up to 15 pounds. Vision requirements include close, distance, color, peripheral, and depth perception. The work environment may expose the employee to weather conditions, moderate to high noise, and other typical occupational hazards.

Maryland Institute College of Art is committed to its policy of providing equal opportunity irrespective of race, color, creed, national origin, religion, gender, sexual orientation, marital status, age, disability, or veteran status (disabled, Vietnam‑era, or otherwise). 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 MICA.