Support Technician - Houston Christian University (Houston, Texas)

This job is with Ellucian, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. About Ellucian

Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners and user community of more than 45,000 provides best practices leading to greater institutional success and achieving better student outcomes.

Houston Christian University (HCU) is seeking an experienced Support Technician to provide advanced, customer-focused technical support for the University community. This on-site role serves as an escalation point for service desk and Tier 2 issues, resolves complex hardware and software problems remotely and at user locations, and supports Windows, macOS, Microsoft 365, mobile devices, networking, printing, video conferencing, audiovisual systems, and endpoint management technologies. The Support Technician works closely with ITS colleagues and campus stakeholders to coordinate technology deployments, system upgrades, maintenance activities, training, and service improvements. The position may also guide technical support staff and student workers while helping ensure timely communication, effective documentation, and a reliable technology experience across academic, administrative, laboratory, and public spaces.

Where you will make an impact

• Provide responsive technical support to HCU faculty, staff, students, and other authorized users, serving as an escalation point for complex or sensitive incidents and service requests.
• Diagnose and resolve hardware, software, operating system, mobile device, printing, network connectivity, video conferencing, telephone, and audiovisual issues using remote support tools or in-person service.
• Install, configure, modify, repair, and maintain computers, laptops, peripherals, software, and related technology in offices, academic labs, classrooms, and public spaces.
• Coordinate and support major computer and laptop deployments, software releases, system upgrades, maintenance outages, imaging, patching, and endpoint management activities.
• Test and evaluate proposed hardware and software for efficiency, reliability, security, network compatibility, and fit within the University technology environment.
• Coordinate with affected departments and campus stakeholders regarding technology deployments, maintenance schedules, operational issues, service impacts, and resolution status.
• Maintain accurate and timely incident, request, and project records, including impact, priority, troubleshooting performed, resolution, status, and completion information.
• Escalate high-priority, institutionally significant, or sensitive concerns to appropriate ITS leadership in accordance with established procedures.
• Provide consultative support, technical assistance, and training to department managers and end users on general business operations, applications, devices, and technology services.
• Schedule, set up, support, service, and maintain audiovisual and video conferencing equipment for campus events, meetings, classrooms, and facilities.
• Guide, mentor, coordinate, and appropriately delegate work to technical support staff and student technicians based on service needs and workload.
• Produce and maintain technical documentation, knowledge articles, operational procedures, and process-improvement recommendations.
• Research emerging technologies and recommend tools, standards, and practices that improve service delivery, endpoint reliability, and the user experience.
• Collaborate effectively with on-site and off-site team members, contribute ideas and feedback, and complete assigned professional learning goals.

What will you bring

• Demonstrated experience troubleshooting and supporting Windows computers, including core desktop configuration, hardware, peripherals, and common end-user applications. Experience supporting macOS computers is preferred.

• Experience supporting Microsoft 365 and Microsoft Office applications, cloud storage platforms, and collaboration or video conferencing tools such as Zoom and Webex.

• Working knowledge of mobile devices and platforms, including iPhone, Android, and iOS configuration and support.

• Experience with mobile device management and endpoint management tools; Microsoft Intune experience is preferred.

• Experience with remote software packaging, distribution, deployment, patch management, and imaging technologies for PCs. Experience with these technologies in macOS environments is preferred.

• Experience supporting enterprise printing, including printer configuration, deployment, and troubleshooting.
• Working knowledge of networking concepts, endpoint security or antivirus tools, and audiovisual systems.
• Ability to triage service interruptions, define problems, collect and analyze relevant information, establish facts, draw valid conclusions, and implement or recommend appropriate solutions.
• Ability to understand users' technical and operational needs, earn their confidence, and translate requirements into practical, supportable technical solutions.
• Strong customer service, interpersonal, verbal, written, presentation, and documentation skills, including the ability to communicate technical information to varied audiences.
• Strong organization, planning, time-management, and prioritization skills, with the ability to manage assignment scope and customer expectations.
• Ability to read and interpret technical procedures, professional materials, business documentation, and applicable regulations, and to write clear reports, correspondence, and procedure manuals.
• Ability to work collaboratively as a contributing team member and to guide or mentor technical support staff and student workers.
• Experience designing, documenting, and implementing technical projects.
• CompTIA A+ and ITIL certifications are preferred.

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & BrightPlan - to help you save for the future
• Parental Leave
• 5 charitable days to support the community that supports us
• Telemedicine
• Wellness
  
  • Headspace Care (mental health)
  • Wellbeats (virtual fitness classes)
• RethinkCare & Wellthy- caregiver support
• Diversity and inclusion programs which provide access to internal employee resource groups
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  o Education Assistance Program
  o Professional development opportunities
  o LinkedIn Learning

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