Job Description

This is a Tier 1-2 support position and information technology generalist who directly supports our user-base. This position is responsible for handling daily traffic of incoming technology problems and questions via telephone, e-mail, ticket system, and face-to-face interaction. The Lead Customer Care Technician is a frontline position that utilizes his or her intimate knowledge of computing systems to identify problems and draw valid conclusions through logical reasoning.

ESSENTIAL JOB FUNCTIONS:

• Provides technical support while delivering exceptional customer service.
• Mentors the Customer Care Technician positions.
• Creates, updates, prioritizes, and tracks customer problems using a ticket system.
• Resolves problems in person, telephone, email, or through a remote support session.
• Resolve simple and complex problems in a timely manner with assistance from the Director of Customer Engagement, Infrastructure Operations or Enterprise Apps if necessary.
• Perform general maintenance tasks, customer account management, troubleshoot and repair of computer systems, and applications and peripheral equipment maintenance throughout the Institute.
• Keep up-to-date on security threats and assist in Operating System and Application patching.
• Utilize online resources/tools to supplement the troubleshooting and diagnosing of customer issues.
• Follows and maintains Customer Care and Infrastructure Operations’ standards, policies, and procedures.
• Interacts with Infrastructure Operations and Enterprise Apps teams to maintain regular operations and troubleshoot issues.
• Maintains a Knowledge Base to promote customer self-support.
• Keeps abreast of the health and stability of all Information Technology services and issues timely alerts to affected customers if issues arise.
• Ensures IT controlled computer labs are well maintained.
• Maintains positive relationships with vendors.
• Receive and order materials as requested.
• Complete ongoing training to stay alongside product, service and policy changes.
• Collaborates with entire information technology team to ensure the delivery of services.
• Assists in special projects beyond the normal scope of daily duties.
• Maintains a positive, helpful, constructive attitude and work relationship with staff, faculty, students, and the CalArts community at large.
• Maintains a hardware and software inventory.
• In addition to the position responsibilities mentioned above, the individual has the responsibility to carry out unique tasks as requested by their superiors.

Qualifications

SKILLS/ABILITIES:

• A willingness to travel to remote sites for system installation, maintenance, and troubleshooting.
• Outstanding interpersonal skills and the ability to develop, maintain, and cultivate relationships with internal and external clients.
• Expert level knowledge of Windows.
• Expert level knowledge of Mac OS X.
• Expert level knowledge of productivity applications such as Microsoft Office.
• Excellent organizational skills, including the ability to prioritize and to manage multiple tasks simultaneously.
• Outstanding oral and written communications.
• Outstanding attention to detail.
• Ability to lift and carry up to 40 lbs.

EXPERIENCE:

• Experience with social media.
• Experience with computer repair.
• Experience with mobile devices.
• Experience with SaaS (such as Google Apps).
• Experience with network equipment such as Switches, Wireless Access Points, Ethernet cables, Wired and Wireless Network Interface Cards.
• Experience with core network services such as TCP/IP, DNS, DHCP.

EDUCATION:

• Associate's Degree and a minimum of 3-year experience, or equivalent combination of education and experience.
• Minimum 3-year experience in an IT customer care role.

Application Instructions

This position is available immediately. If you are interested, please follow the Interfolio prompts/link to apply.

Equal Employment Opportunity Statement

California Institute of the Arts shall abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other status protected under federal, state, or local law.