Information Technology Support Technician

The Detroit Institute of Arts•Detroit, MI

21h•Hybrid

About The Position

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.

Requirements

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.
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.

Responsibilities

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.