Provides operational hardware and software support for the College’s academic facilities and administrative offices. Shares responsibility for assignment and resolution of Help Desk support requests as well as other academic and administrative technology-focused troubleshooting. Assists with overall implementation and ongoing support for school-wide laptop initiative. This position will work 11:00 AM – 7:00 PM, Monday-Thursday and 9:00am – 5:00pm on Fridays.
Help Desk, End-User Facing
Provide prompt and courteous resolution to first and second tier computer support requests via Help Desk drop-ins, phone, email, or web forms.
Provide ongoing computer hardware/software support and maintenance to technology facilities and resources primarily including dedicated computer labs, MFA building, and staff / faculty offices. Provide backup AV assistance for e-classrooms and advanced academic production studios.
Provide tutoring and training on basic hardware, software and technology services.
Install, configure, and provide operational support for institutionally-owned macOS and Windows hardware and MCAD-issued student laptops.
Assist and train the MCAD community in essential data management practices for both personal and institutional data, including backups, restoration, and file organization.
Work closely with Lead Help Desk Specialist to draft and distribute campus-wide communications regarding important technology-related information.
Closely monitor the all_staff and all_faculty group email queues, approving legitimate emails in a timely manner and discarding spam.
Provide backup troubleshooting coverage for day classes, gallery exhibitions, and web conferencing.
Help Desk, Internal
Consistently monitor and maintain the Request Tracker ticketing system. Escalate Help Desk requests as necessary to appropriate Technology staff.
Work closely with Lead Help Desk Specialist to troubleshoot and document current best practices for software deployment in a rapidly changing hardware and software environment.
Assist in maintaining the college’s computer inventory database and hardware warranty tracking systems. Work to resolve hardware inventory discrepancies by locating previously untracked hardware, correcting records, and maintaining secure physical storage within the Help Desk.
Oversee the deployment of new hardware to campus faculty, staff, and incoming students.
Assist in writing and editing additional support resources / documentation, including updates to Intranet pages, Knowledgebase articles, social media, and internal documentation including the Google Shared Drives.
At the direction of the Lead Help Desk Specialist, work closely with student workers to enable their participation in customer support and technology troubleshooting processes.
Work closely with ITS admin staff to identify new procedures and known issues, document resolutions for Help Desk reference, and assist with the “end user” portions of ITS projects (such as Retrospect maintenance, software licensing/usage audits, new-employee tech onboarding process, etc).
Carry out other duties and various research projects and/or special projects as assigned by the Lead Help Desk Specialist or Help Desk Manager.
This position has some supervisory responsibility, under the direction of the Print Technology Services Director.
This position has been identified as security sensitive and will require a background check. At the discretion of the college, various background checks may be done during the course of employment.
This job operates in a production environment. This role utilizes standard office technology as well as specialized high-speed black and white and color digital presses, copiers, laser printers, duplicators, binders, cutters, and other finishing equipment. While performing job duties this employee is regularly required to talk or hear. The employee is required to stand, walk, use hands to finger, feel, or handle, and reach with hands and arms. The ability to lift up to 50lbs is necessary. Upon request, reasonable accommodations will be provided to successfully perform the essential functions of this job.
· Post Secondary education or equivalent in related technology support field. Bachelor’s degree preferred.
· Minimum 2 years of demonstrated expertise working with Apple hardware and macOS / iOS software support.
· Proven exceptional customer service history in a technology environment.
· Strong interpersonal communication skills; ability to take initiative and follow work through to satisfactory completion.
· Experience working in academic computer lab, college environment, and/or with students is desirable.
· Knowledge and/or understanding of other operating systems, cross-platform environments, and basic network concepts helpful.
No certifications or licensure required for this position.
Internal Number: 20-3
About Minneapolis College of Art and Design (MCAD)
Founded in 1886, the Minneapolis College of Art and Design is a private, nonprofit teaching institution located in the Twin Cities, Minnesota. MCAD is an independent, accredited institution with 14 BFA degree programs in Design, Fine Arts, and Media Arts. It also has a BS degree in Entrepreneurial Studies, an MFA program, and online degrees. Dedicated to the creative and professional success of its students, MCAD is an important participant in the Twin Cities’ thriving cultural community. Minnesota enjoys a long history of cultural community, furthered by the generous support of numerous private foundations. Notable cultural institutions include Walker Art Center, Guthrie Theater, Minneapolis Institute of Art, and Weisman Art Museum. The Twin Cities host abundant live theater, music venues, galleries, art film festivals, and are home to many celebrated international advertising and design companies. Major sports teams in football, men and women’s basketball, baseball and hockey complement the arts. Bicycling Magazine recently named Minneapolis the most bike friendly city in America. The Twin Cities frequently rates as one of the best places to live in the United States. In June 201...4, CBRE rated Minneapolis as the greenest city in the nation. Ranked as the 14th largest metropolitan area in the nation, the area hosts 19 Fortune 500 Companies and seven of the largest private companies in the country.