Technical Support Coordinator Tier 1
Technical Support Coordinator Tier 1
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Job Description
Welcome to the official site for employment opportunities at MICA. At MICA we 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.
Job Title: Technical Support Coordinator Tier 1
Department: Technology
FLSA Status: Nonexempt
Reports to: Director Technology Services
Work Schedule: 35 hours/week; 12 months/year
Union: N/A
Grade Level: 5
Hourly Range: $22.80 $28.46
General purpose: The Tier 1 Support Coordinator serves as the first line of contact for customers seeking technical assistance. This position involves providing basic troubleshooting resolving common issues and escalating more complex problems to highertier support teams. The role requires excellent communication problemsolving skills and a strong customer service orientation to ensure customer satisfaction.
Summary of Essential Functions:
Serve as the initial point of contact for customer inquiries issues and support requests via phone email or live chat.
Provides excellent customer service displaying customer care best practices in support of students faculty staff and other constituents.
Troubleshoots and resolves computer hardware software peripherals and networking issues at their root cause in person and via phone email and chat.
Uses efficient and effective troubleshooting techniques to gather information identify the core of the problem and determine its root cause.
Efficiently and effectively escalates issues after an appropriate time or when issues require further expertise.
Diagnose and resolve basic technical issues related to software hardware or networking.
Assist customers in performing basic troubleshooting steps including account setup password resets and software configuration.
Record customer interactions issues and resolutions in the support ticketing system for tracking and reporting.
Identify more complex issues and escalate them to the appropriate Tier 2 or Tier 3 support teams.
Create and maintain troubleshooting guides FAQs and knowledge base.
Accurately document and maintain all support requests and efforts in the ticket management system.
Ensure support tickets are appropriately transferred escalated and closed.
Keep clients updated on the status of their open incidents. Follow up with customers to ensure that escalated issues are being addressed and provide updates as needed.
Communicate in a timely and tactful manner via email or other methods to share information on outages upgrades and other situations involving technology interruptions or process changes.
Assist in the development and enforcement of computer hardware software peripheral and networking standards and acceptable use policies for students faculty and staff.
Work closely with other team members technical support staff and departments to ensure seamless service delivery.
Oversee incoming and outgoing shipments
Distribute strategic communications to campus
Maintain uptodate information on Technologys website
Provide guidance to end users on technology best practices
Work effectively with other Technology staff members to accomplish goals
Perform other related duties as assigned
Knowledge Skills and Abilities:
Effective verbal and written communication skills
Ability to work effectively with a wide range of customers and a focus on diversity equity and inclusion
Committed to keeping uptodate with the everchanging technology landscape.
Ability to work well on and contribute to the high performance of a team
Ability to prioritize and deliver according to deadlines while handling multiple tasks ability to exercise judgment handle confidential information and function with minimal supervision
Excellent organizational abilities and attention to detail
Ability to explain technical concepts and procedures to nontechnical users
Ability to problemsolve analyze information to make informed decisions and/or recommendations
Applies principles of logical thinking to a wide range of intellectual and practical problems.
Minimum qualifications:
Associates degree in IT Computer Science or related field.
Basic understanding of IT systems networking and support tools.
Relevant experience in a technical support role in a help desk or service desk environment.
Familiarity with troubleshooting basic hardware/software issues and
Demonstrated experience providing support to a wide variety of clients
Experience with ticketing systems and remote support tools.
Preferred Qualifications:
Experience in a call center or customerfacing technical support role.
Experience in addressing the unique challenges of academic technology needs
Reporting to this position: No direct reports
Conditions of Employment: Satisfactory background check results
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 AntiHarassment Hazard Communication Emergency Plans & Fire Prevention Personal Protection Equipment.
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 Vietnamera 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 preemployment background check.
MICA provides reasonable accommodations to applicants with disabilities on a casebycase basis. If you need a reasonable accommodation for any part of the application and hiring process please contact Human Resources at.
Required Experience:
IC
Employment Type
Full-Time
