This position supports the student Notebook Computer Program initiative. This initiative provides a mobile computer and drawing device for every student on campus. This encompasses prototyping, installation, configuration, upgrading, testing, maintenance, preparing technical documents and troubleshooting the student devices. Walk in support is provided in addition to addressing tickets submitted online. Works with Ringling College students and faculty to assist in the troubleshooting of projects and workflows. This position will also provide support in classroom locations on campus as needed.

DUTIES AND RESPONSIBILITIES:

• Provide macOS and Windows technical support for campus notebook computers and devices.
• Collaborate with the campus community to identify notebook hardware and software needs.
• Assists in reviewing potential notebook computers, mobile devices, peripherals and service level agreements.
• Assists to design default configurations, imaging and update processes based on feedback.
• Create and configure notebook computer and device configurations, software and other resource offerings.
• Optimize notebook computer and tablet configurations and plan enhancements.
• Provide hands-on technical support and troubleshoot projects and workflows for users.
• Resolve Notebook technical issues promptly and conduct user satisfaction surveys.
• Maintain current knowledge of IT trends and propose changes as needed.
• Engage in positive dialogues about notebook computing in academia and business.
• Document troubleshooting techniques and provide Notebook Computer training on program resources, processes and software.
• Initiate, foster and bring closure to Ringling College Notebook Computer Program technical support discussions and issues.
• Prepare end-user education activities for campus wireless data network services.
• Collaborate on crafting policies and procedures related to user support and notebook computers.
• Participate in researching hardware/software technologies and networking products; propose appropriate changes and acquisitions.
• Support client level security in a networked environment.
• Prepare and maintain documentation as needed.
• Collaborate and assist other IT teams with projects related to user support and notebook computers.
• Performs special projects and other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

• Working knowledge in implementation and maintenance of Core Academic Applications and related operating systems, including macOS.
• In depth experience in using and troubleshooting academic software in use on campus including Maya, Unreal Engine, zBrush and Adobe CC suite.
• Experience using pen displays for digital content creation.
• Basic knowledge of local area network operations.
• Excellent interpersonal, written and oral communication skills.
• End-user oriented with excellent customer service skills.
• Good organizational, analytical and problem-solving skills.
• Self-initiative and creativity skills.
• Ability to manage the installation, maintenance, and management of Core Academic Applications, operating systems and macOS based solutions.
• Ability to exercise sound judgment.
• Ability to maintain confidentiality.
• Demonstrated ability to work in a team environment.

Education and Experience

Minimum:

• High School diploma or equivalent.
• Two years of related experience.

Preferred:

• Bachelor’s degree in computer science, mathematics or other computer related area including Ringling College majors.
• Experience with mobile device management (MDM) solutions, enterprise desktop remote assistance tools, imaging, remote application deployment and patch management.
• Work experience in a Higher Education environment.

Ringling College of Art and Design is an Equal Opportunity Employer. The College provides equal employment opportunity to all persons without regard to sex, age, gender, color, race, national or ethnic origin, religion, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information, or any other basis prohibited by law.