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

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…