RIT College of Art & Design, User & Platform Support Technician III

About the role

The User & Platform Support Technician III is a key member of the College of Art and Design's CADTech and Operations team, providing front-line technical, operational, and platform support for the college's faculty, staff, students, researchers, labs, studios, and administrative areas. The position supports a diverse and specialized technology environment that includes faculty and staff computing, cross-platform (Mac/Windows) computer labs, AV systems, managed print services, tablet checkout resources, peripherals, and specialized hardware and software used in academic and research settings. Work location: On Campus.

Responsibilities

• Lead, train, mentor, and supervise a high-performing team of student employees providing Tier 0 and Tier 1 front-end technology support.
• Coordinate daily support operations, monitor service queues and workflows, and ensure timely resolution of technical issues.
• Oversee the readiness and functionality of instructional labs, classrooms, and specialized technology facilities.
• Provide technical assistance and exceptional customer service to faculty, staff, and students in a fast-paced, service-oriented environment.
• Support systems administration activities, application support, user account management, and technology operations.
• Perform hardware maintenance, equipment troubleshooting, repair, and replacement to ensure reliable technology services.
• Assist with access-control systems and technology-related security processes.
• Develop, document, and implement procedures that support efficient and dependable technology operations across the college.
• Collaborate with campus partners and stakeholders to address technology needs and support changing operational priorities.
• Coordinate support for facilities and services that may operate beyond standard business hours.
• Recruit, train, develop, and retain student employees while fostering professional growth and skill development.
• Build positive, lasting relationships and cultivate a collaborative, inclusive, and supportive team culture.
• Demonstrate sound judgment, objectivity, and problem-solving skills when evaluating information and making decisions.
• Utilize strong organizational, communication, and interpersonal skills to effectively manage multiple priorities and competing demands.
• Promote continuous improvement through process enhancements, team development, and customer-focused service delivery.
• Serve as a positive role model by demonstrating professionalism, accountability, adaptability, and a commitment to excellence.
• Configures, tests, deploys, and maintains Windows and Linux computer systems
• Manage users, computers, and security group polices in Active Directory
• Troubleshoots and resolves issues with hardware, software, printers, and other equipment
• Assists in developing, writing, and editing established technical, process, and administrative documentation
• Logs, documents, maintains, and coordinates the organization of a variety of data and information
• Maintains and tracks inventory and equipment. Ensures that assigned areas are properly stocked with supplies
• Other duties as assigned

Skills

• Knowledge of principles and practices of computer science
• Knowledge of Windows Operating System
• Skill in a variety of programming languages, software, and systems
• Skill in customer service
• Ability to troubleshoot and problem-solve technical issues
• Ability to learn new technical, functional, and business concepts implemented at RIT

Qualifications

Associate's degree in related field; 3 years of relevant experience; equivalent combination of experience and education may be considered.

Pay

$23.80-$27.50 per hour