Description

SUMMARY:

MCAD is seeking a Help Desk Technician. This position is responsible for providing hardware and software support for all MCAD users including academics and administration. This role assists with all user computing needs including, initial laptop deployment, ongoing support, access, ticket management, and troubleshooting. Additional support is also provided by this role for peripherals, end user software, networking, and various connected hardware devices. The Help Desk Technician must make customer service a priority and must be sensitive to college needs, employee and student goodwill, and overall brand equity of MCAD as an employer and educational institution.

DETAILS: This is a full time, non-exempt position expected to work 40 hours a week. This position reports to the Help Desk Manager and is paid $24.00-$28.85 /hourly. 

TO APPLY: Please submit a resume and cover letter to https://recruiting.paylocity.com/recruiting/jobs/All/b0ccf9fc-c11e-4ce1-bb54-075eb5c74c59/Minneapolis-College-of-Art-and-Design. 

PRIMARY RESPONSIBILITIES:

• Software and Services support including:
  • User Accounts and Access through LDAP, Microsoft Active Directory (AD), and IDP
  • Google Workspace Admin Console 
  • Computer Management of JAMF and AD
  • Adobe Creative Cloud
• Security and Backup support including:
  • Computer endpoint patching and updates
  • User and group permissions and access
  • Endpoint Protection Software
  • Backup and recovery 
  • MDM Configuration
• Documentation and Cross Training in
  • Workflows, procedures, training material, standards, reports, and other technical documents as assigned in Help Desk documentation system
  • Technology best practices
  • Knowledge of new technology skill after implementation
  • Project and task documentation in ticketing system
  • New team member training, including student workers, staff, and faculty as required
  • Internal and external Knowledge Base maintenance
• User Support
  • Hardware and software support for Help Desk team including troubleshooting and root cause analysis
  • Assistance to Technology team members and work studies
  • Prompt and courteous resolution to all requests: in person, phone, email or web 
  • Support and maintenance of computer labs, staff and faculty offices, advanced academic production studios, HyFlex classrooms, and auditoriums
  • Campus communications of technology-related information or events
  • Ticketing system monitoring and maintenance including escalating or assigning requests as necessary to appropriate Technology staff
  • Computer inventory updates
  • New hardware releases to campus faculty, staff, and students
• Other duties as assigned
• Represents MCAD’s vision, purpose, and values in day to day work and interactions with MCAD students, staff, faculty, and campus guests, as well as the greater community. 

Requirements

EDUCATION & EXPERIENCE

Required:

• Associate Degree in a Technology focus, or equivalent work experience
• 2 years Help Desk experience
• 2 years Ticketing systems: SolarWinds Service Desk, RT, or similar ITSM aligned product
• Strong problem solving skills
• Some lifting (50 lbs. or less) is required
• Flexible and able to adapt to a rapidly changing environment
• Organized and has the ability to manage multiple projects of varying length
• Interpersonal skills using tact, patience, and courtesy
• Positive, self-motivated, individual who can complete tasks independently
• Strong oral and written communication skills
• Collaborates effectively with their team members as well as other departments
• Represents MCAD’s vision, purpose, and values in day-to-day work and interactions with students, staff, faculty, and campus guests, as well as the greater community

Preferred:

• 2 years MacOS software and hardware support
• 2 years Windows support 
• 2 years Adobe Creative Cloud support 
• Endpoint Protection Software: Crowdstrike or similar cloud based EDMR solutions
• Cloud backup: code42/crashplan, carbonite, or similar
• 2 years Mobile Device Management experience such as Jamf, Intune, Meraki a plus
• Identity Providers such as Okta, Google, OneLogin or similar a plus
• Virtual Desktop: AWS Workspaces, Citrix VDI, or similar a plus
• Networking experience a plus
• Experience in a Higher Education environment a plus

ENVIRONMENT: This position operates in a professional office environment. This position requires the ability and willingness to closely partner with team members and colleagues in other departments. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Upon request, reasonable accommodation will be provided to successfully perform the essential functions of this job. 

BENEFITS: MCAD’s community of staff and faculty enjoy a dynamic, creative, and inclusive work environment. We offer a comprehensive benefits package which includes medical, dental, vision, HSA, FSA, and 403(b) retirement plans, commuter benefits, and employer paid basic life insurance policy, short term and long-term disability coverage.

MCAD promotes work-life balance with a generous time off policy including 14 paid holidays, an additional two personal holidays, accrued vacation time, accrued sick time, and volunteer time off. 

In addition, after six months of service, full-time employees and their eligible dependents can receive free tuition at MCAD, as well as the potential to receive reduced tuition at more than 600 colleges nationwide.

BACKGROUND: Founded in 1886, Minneapolis College of Art and Design is located in the rich creative community of the Twin Cities. Recognized nationally and internationally for its innovative approaches to art and design education, MCAD is home to approximately 800 students from 45 states and 15 countries. The college offers bachelor’s degrees in fourteen disciplines including arts entrepreneurship, design, fine arts, and media arts; one MFA; three online master’s degrees; and continuing education classes for all ages. Through the core curriculum, students focus on their careers and craft by learning technical and professional skills while developing their creative leadership capabilities. 

MCAD is especially interested in candidates from under-represented groups as well as individuals who have experience with diverse populations who can contribute to the diversity and excellence of the MCAD community. MCAD welcomes diversity of identity, experience, and thought. Members of marginalized communities are encouraged to apply.