IT Support Technician

JOB TITLE: Information Technology Support Technician 

DEPARTMENT: Information Technology 

REPORTS TO: Director, Information Technology 

CLASSIFICATION: Full-Time, Non-Exempt 

REMOTE WORK ELIGIBILITY: Occasional 

GENERAL SUMMARY 

Under the supervision of the Director, Information Technology, the Information Technology Support Technician is the primary point of contact for IT support and ensures the smooth operation of user computing systems by diagnosing, repairing, and maintaining technology hardware and software components as well as educating users on appropriate use. The technician will provide a customer-centric approach to support team members' IT needs.  

ESSENTIAL FUNCTIONS 

• Accept technical support calls, emails, and tickets via an enterprise help desk system and manage/track issues to resolution, forwarding advanced issues to the appropriate personnel as appropriate.  
• Escalate, maintain, troubleshoot, and resolve all end-user hardware and software related problems in a Microsoft/PC/Mac based infrastructure.
• Navigate Microsoft Active Directory, M365 Admin Center to help create and maintain computer, user, and group objects and their appropriate access privileges. 
• Responsible for new user technical setup, orientation, training, and effectively communicating appropriate use of technology hardware and software applications according to design and specification and policy. 
• Help maintain automated, enterprise scale OS, software, and mobile deployment solutions. 
• Use basic project management skills and tools for the deployment of new systems, software, training, or other complex tasks.
• Coordinate with vendors for service and support where applicable.   
• Create and maintain relevant documentation for all duties. 
• Assist with maintenance of hardware and software inventories. 
• Apply DIA values to interactions to support a culture of belonging among internal and external stakeholders.  
• Perform other duties as assigned.  

QUALIFICATIONS 

EDUCATION AND EXPERIENCE 

High school diploma or equivalent with advanced technical certifications required, associate degree preferred. Four (4) years of experience in an IT Support role required. Basic understanding and use of electronic time management, project management, and organizational tools. Experience assisting in the management of enterprise scale Microsoft Windows operating systems, software, and mobile device deployment/maintenance techniques.   

KNOWLEDGE, SKILLS, AND ABILITIES  

• Demonstrated collaboration skills to work across departments and divisions internally and with diverse stakeholders externally.  
• Demonstrated organizational skills to plan, manage, prioritize, and complete multiple on-going projects to meet deadlines and goals. 
• Must possess a demonstrated understanding of ethical business conduct and professional practices including maintenance and protection of confidential and sensitive information. 
• Ability to identify challenges and opportunities, engage others in their resolution, and recommend appropriate course of action.
• Ability to provide information, ideas, and instructions clearly, effectively, and professionally through talking or writing. 
• Ability to communicate with and manage relationships with external stakeholders.
• Must be proficient in the latest version of Microsoft Office 365.
• Must have proficiency in the use of remote work technology such as scheduling with, connecting to, and using digital collaboration platforms such as Microsoft Teams. 
• Must be able to establish and maintain professional, productive, and courteous interactions that promote positive teamwork.  This encompasses going beyond giving and receiving instructions and includes but is not limited to (a) performing work activities requiring interacting or speaking with others; and (b) responding appropriately to constructive feedback or suggestions for improvement from a supervisor.   

PHYSICAL DEMANDS  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Upon receiving notice, reasonable accommodation may be made, if possible, to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job the employee must be able to bend, reach, balance, and stoop for prolonged periods and navigate tight spaces, and perform repetitive motions. Occasional noise and lifting and carrying up to 25lbs. The employee is regularly required to communicate and exchange accurate information using various methods including in-person, telephone, and email.   

This job description describes the general nature of the duties and requirements of this job.  It is not intended to be an exhaustive list or to limit the supervisor’s ability to modify work assignments as appropriate. 

THE DETROIT INSTITUTE OF ARTS IS AN EQUAL OPPORTUNITY EMPLOYER.