Client Servies Technician (Contract)

The Client Services Technician serves as a member of the Client Service team, which provides technical support and assistance to the MassArt community. The Tech Central group within Client Services is the first point of contact for members of the MassArt community who require assistance with Technology department resources and services. Tech Central’s support functions includes technical triage and support for hardware and software, software distribution, disk imaging, endpoint configuration and management, circulating equipment checkout, technical support triage, and AV and technical support for meetings, events and classes across the Massachusetts College of Art and Design campus.

The Client Services Technician also serves as a backup to other members of the Client Services Team, assisting with specific tasks, special projects and other duties as needed.

Reporting to the Director of Client Services, the Client Services Technician is responsible for first-tier technology support, back office support for a mixed computing environment, and on-hands support in offices, classrooms, and public spaces throughout the College.

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• Provide technology support for the MassArt community, ensuring professional and consistent customer service at all times.
• Collaborate with studio managers, department staff and faculty to identify and document administrative and academic computing needs and requirements.
• Research, develop and deploy technical solutions to meet defined requirements.
• Assist in the development and execution of project plans under the direction of supervisor(s).
• Provide back-office support for a mixed computing environment, including endpoint management of desktop, laptop and mobile computing devices and peripherals, disk image development and deployment, the deployment and configuration of hardware, software applications and operating systems, and support for output devices (e.g., printers) and scanners.
• Ensure that all necessary and relevant information is properly documented in department information systems, including service desk software and wiki.
• Manage and configure internal Technology department systems and hardware as required to maintain operations and assist with project management.
• Assist Director of Client Services with maintaining and repairing circulating equipment.
• Assist Director of Client Services with lifecycle management of technology assets.
• Perform other duties as assigned.

Review of applications will begin immediately and will continue until filled.

Required Minimum Qualifications

• Demonstrated experience supporting audio-visual equipment and computing systems and devices in a professional setting
• Excellent oral and written communication skills
• Combination of academic and practical experience, and interpersonal skills, required to fulfill the duties and responsibilities of the position in a professional manner
• Ability to multi-task and prioritize information effectively, work individually as well as a member of a team, adapt to a changing work environment, and demonstrate a willingness to learn new skills
  
  Ability to successfully complete assigned tasks without direct supervision
• Sufficient mobility to perform duties in small spaces involving crouching, stooping, kneeling and physical ability to perform tasks requiring physical strength to lift 30-45 lbs.

Preferred Qualifications

• Bachelor’s or associate degree related to information technology, and/or relevant professional certifications
• Prior experience as a help desk manager or worker, preferably in a non-profit, higher education or cultural institution
• Prior experience troubleshooting and repairing Apple Macintosh hardware and software
• Prior experience with Atlassian Jira and Confluence, WebCheckout, and JAMF Casper
• Prior experience with digital media, art and design applications (e.g., Adobe Creative Cloud software, Apple Pro applications, Autodesk, etc.)