User & Platform Support Technician 3

Position Highlights

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.

Key responsibilities include:

• 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.

Essential Duties & Responsibilities

• 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

Knowledge, Skills, & Abilities

• 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

Minimum Education & Experience

• Associate's degree in related field
• 3 years of relevant experience
• Equivalent combination of experience and education may be considered

Job Level Overview

Operations, Administrative, Service, or Technical Support Level 3 - Senior level role with considerable knowledge and skills. Performs complex tasks and project work. Work is typically not routine and requires troubleshooting and analysis. Mentors or guides less experienced staff.

FLSA Category

Non-Exempt

Work Location

On Campus

Compensation

$23.80-$27.50 per hour

Application Materials

When you are ready to complete an application for this position please be prepared to submit the below requested information.  This will be required to ensure your application is processed in a timely manner.

Cover Letter, Curriculum Vitae or Resume

Candidates must be eligible to work in the United States.

Additional Details

In compliance with NYS's Pay Transparency Act, the salary range for this position is listed above. Rochester Institute of Technology considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. The hiring process for this position may require a criminal background check and/or motor vehicle records check. Any verbal or written offer made is contingent on satisfactory results, as determined by Human Resources. RIT provides equal opportunity to all qualified individuals and does not discriminate on the basis of race, color, creed, age, marital status, sex, gender, religion, sexual orientation, gender identity, gender expression, national origin, veteran status or disability in its hiring, admissions, educational programs and activities. RIT provides reasonable accommodations to applicants with disabilities under the Rehabilitation Act, the Americans with Disabilities Act, the New York Human Rights Law, or similar applicable law.

If you need reasonable accommodation for any part of the application and hiring process, please contact the Human Resources office at 585-475-2424 or email your request to [email protected]. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.