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The Technical Support Coordinator, Tier 1 provides excellent customer service and interpersonal skills as MICAâs 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:Â
Act as first point of contact for MICAâs 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 shipmentsÂ
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 Technologyâs 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
Ability to communicate technology concepts to users of all skill levels
Ability to identify underlying problems as they relate to incidents
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
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:Â
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.
Internal Number: R1200
About Maryland Institute College of Art
Founded in 1826, MICA is among the top visual arts colleges in the nation. The college enrolls 1,863 undergraduate and 306 graduate students from 48 states and 54 foreign countries, offering programs of study leading to the bachelor of fine arts (B.F.A.), master of arts (M.A.), master of fine arts (M.F.A.) degrees, and master of professional studies degrees (M.P.S), as well as post-baccalaureate certificate programs and a full slate of credit and noncredit courses for adults, college-bound students, and children. MICA is recognized as an important cultural resource for the Baltimore/Washington region, sponsoring many public and community-outreach programs-including more than 100 exhibitions by students, faculty, and nationally and internationally known artists annually-as well as artists' residencies, film series, lectures, readings, and performances.