Computer Technician (Tier 2)

Job Title: Computer Technician (Tier 2)

Department: Technology Services

FLSA Status: Non-Exempt

Grade: 5

Hourly Range: $22.80 - $28.46

Union: SEIU Local 500

Reports to: Lead Computer Technician (Tier 2)

General purpose: The Computer Technician (Tier 2) will provide intermediate to advanced technological service and support for MICAs administrative and academic computers and systems. Primary responsibilities include escalated troubleshooting, system administration tasks, endpoint and inventory management, project support, Tier 1 mentorship, and thorough ticket documentation, ultimately meeting the technology needs for MICA students, faculty, and staff.

Essential Duties & Responsibilities:

• Deliver advanced helpdesk support for escalated tickets via phone, email, remote tool, and in-person visits. Diagnose and resolve complex hardware, OS, and application issues, ensuring minimal downtime for students, faculty, or staff.
• Deploy, configure, image, and upgrade desktops, laptops, and mobile devices using standard imaging and endpoint management tools. Administer user accounts, permissions, and group policies in Active Directory (or equivalent identity systems); assist with single sign-on and MFA support.
• Manage patching, updates, and antivirus/endpoint protection; perform virus/spyware/malware detection and removal.
• Support technology projects, testing, pilot programs, and rollouts, including automation deployment and basic scripting tasks to improve efficiency.
• Perform hardware diagnostics and repairs, component replacements, and warranty/vendor coordination for external support on advanced hardware/software issues.
• Ensure adherence to software licensing and compliance requirements, handle confidential information securely, and follow MICA Technology policies.
• Manage and support Windows/MacOS PCs. Printers, Mobile devices, and connected peripherals
• Monitor ticket queues, SLA targets, and user satisfaction; report trends and propose improvements. Collaborate with the Tier 3 specialist team and Enterprise Systems to escalate, troubleshoot, and resolve advanced or systemic issues.
• Administer user accounts, group policies, and access controls; support SSO/MFA where applicable. Maintain accurate technology inventory via the endpoint management platform for all MICA technology assets.
• Perform other related duties as assigned.

Knowledge, Skills, and Abilities:

• Strong problem-solving abilities and effective communication skills, capable of conveying technical information to non-technical users.
• Ability to work collaboratively in a team-oriented environment with a strong focus on customer service.
• Ability to identify underlying problems as they relate to incidents.
• Self-motivated with a strong aptitude for quickly learning new technologies and systems. Process-oriented.

Minimum Qualifications:

• High school diploma or equivalent
• Minimum of 2 years of experience in IT or related field
• Experience in troubleshooting hardware and software issues
• Experience working with Windows, MacOS, Android, and iOS. Experience with basic networking (wired and wireless)
• Working knowledge of mobile management technology

Preferred Qualifications:

• Apple Certified Mac Technician (ACMT) or Microsoft Certified Professional (MCP)
• Experience working in higher education or a large institution
• Experience with endpoint management platforms

Reporting to this position: None

Conditions of Employment: Satisfactory background check

Physical demands and work environment:

• Physical Demands: While performing the duties of job, the employee is occasionally required to stand, walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. The employee must occasionally lift up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. (may be adjusted depending on position)
• Work environment: While performing the duties of the job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate to high.
• Required training:Exhibitions Department Installation Guide and Policy handbook, MICA Handbook orientation, Anti-Harassment, Hazard Communication, Emergency Plans & Fire Prevention, Personal Protection Equipment. (additional training may be added, SEE: EHS Manager training schedule)General sign-off: The employee is expected to adhere to all institutional policies.