Technical Support Coordinator, Tier 1

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Job Title: Technical Support Coordinator, Tier 1

Department: Technology

FLSA Status: Non-exempt

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 higher-tier support teams. The role requires excellent communication, problem-solving 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 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

• 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 up-to-date with the ever-changing 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 non-technical users

• Ability to problem-solve, 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:

• Associate's 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 customer-facing 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, Anti-Harassment, 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, 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.