Information Technology 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 ,theInformation Technology Support Technicianis 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 componentsas 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,andticketsvia an enterprise help desk systemandmanage/track issues to resolution, forwarding advanced issues to the appropriate personnel as appropriate . + Escalate , maintain , troubleshoot,and resolveallend-user hardware and software related problemsin a Microsoft /PC/ Mac based infrastructure . + Navigate MicrosoftActive Directory,M365 Admin Center to helpcreat e andmaintain computer, user, andgroup objects and thei r appropriateaccess privileges. + Responsible for new usertechnicalsetup,orientation, training, and effectively communicating appropriate use of technology hardware andsoftware applications according to designandspecification and policy . + Help maintain automated, enterprisescaleOS,software,and mobile deployment solutions. + Use basicproject managementskills and toolsforthe deployment ofnew 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 tomeet 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. Occasionalnoise and liftingand carryingup 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 supervisoru2019s ability to modify work assignments as appropriate. THE DETROIT INSTITUTE OF ARTS IS AN EQUAL OPPORTUNITY EMPLOYER.

Created: 2026-03-04