Welcome to the official site for employment opportunities at MICA.  At MICA, we value diversity and empower our employees to use their talent in a variety of ways. We are pleased that you are interested in career opportunities offered at MICA.

General purpose: 

The Technical Support Coordinator, Tier 1 provides excellent customer service and interpersonal skills as MICA’s first point of contact for technology service requests. Primary duties include but are not limited to responding to service calls via email and phone, overseeing support ticket intake and escalation, managing staff of Tier 1 technicians, maintaining customer and vendor relationships, troubleshooting account activation and access issues and distributing strategic communications to the campus.

Summary of Essential Functions: 

• Act as first point of contact for MICA’s Technology department

• Support ticket creation and escalation within support structure

• Set customer service standards for front desk, phone and email interactions

• Manage day-to-day operations of Tier 1 support staff

• Troubleshoot account activation and access issues

• Oversee incoming and outgoing shipments 

• Maintain technology documentation on procedures and policies

• Troubleshoot basic hardware/software issues

• Identify orientation opportunities around technology adoption

• Distribute strategic communications to campus

• Maintain up-to-date information on Technology’s website

• Provide guidance to end users on technology best practices

• Work effectively with other Technology staff members to accomplish goals

• Monitor and track user service and satisfaction

• Perform other related duties as assigned

Knowledge, Skills, and Abilities:

• Excellent communication skills

• Excellent customer service skills

• Ability to multitask

• Highly organized

• Ability to communicate technology concepts to users of all skill levels

• Ability to identify underlying problems as they relate to incidents

Minimum qualifications:

• High School Diploma or equivalent

• Proven experience of customer service experience in IT or related field

• Knowledge of PC and Mac hardware and software

• Experience with network, hardware, software and operating system troubleshooting

• Knowledge of email and web concepts

• Basic knowledge of support ticket tracking systems

• Problem solving skills

Preferred Qualifications: 

• Experience working in a higher education or large institution

• Experience with Google Apps for Education

• Experience managing staff

Reporting to this position: (no direct reports)

Conditions of Employment: 

• Satisfactory Background Check

Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: While performing the duties of job, the employee is occasionally 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 must occasionally lift up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. (may be adjusted depending on position)

• Work environment: While performing the duties of the job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually minimal.

• Required training: Handbook orientation, Anti-Harassment, Hazard Communication, Emergency Plans & Fire Prevention, Personal Protection Equipment. (Additional training may be added, SEE: EHS Manager training schedule)

Maryland Institute College of Art is committed to its policy of providing equal opportunity regardless of race, color, creed, national origin, religion, gender, sexual orientation, marital status, age, disability, or veteran status (disabled, Vietnam-era, or otherwise). Furthermore, 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 Maryland Institute College of Art, including but not limited to admission, educational programs, and employment.

Applicants must apply online for each job in which they are interested. You will not be considered for any job for which you have not specifically applied. We do not accept applications via email, U.S. mail, or fax. Successful candidates for any staff or faculty positions will be subject to a pre-employment background check.

MICA provides reasonable accommodations to applicants with disabilities on a case-by-case basis. If you need a reasonable accommodation for any part of the application and hiring process, please contact Human Resources at 410-225-2363.