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Support Technician

3 months ago

Lawrenceville, United States Ellucian Full time

Unlock Learning for All:
Here at Ellucian, we are motivated by a mission - power education so institutions can empower student success. We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over 22 million students in 50 countries. We are dedicated to helping higher education unlock learning for all by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.

We embrace the power to **lead**, the courage to **innovate**, and the determination to **grow**. At our core, we believe in **humanizing** our approach, recognizing that our people are our greatest strength. With a shared vision of **transformation**, we endeavor to shape a brighter future for higher education.

About the Opportunity:
As a Support Technician onsite at Rider University, you will work to support the technology presence at the institution to recommend or perform complex or remedial actions. You will guide and may supervise other technical support staff and/or student workers. You will provide consultative support to department managers and end users directly related to the general business operations, including technical assistance and training to system users.

**Where you will make an impact**
- Controlling coordination with affected end user departments while mentoring other technical support staff and/or student workers
- Testing and evaluating audio visual systems to determine efficiency, reliability, and compatibility with existing computer systems, peripherals and the network.
- Responding in a timely fashion to client inquiries and escalated issues concerning operation of client-owned assets
- Be assigned to requests for audiovisual including events, meetings, classrooms, scheduling and setup.
- Be assigned to service and maintenance of audiovisual equipment as needed.
- Install, configure, and set up new audiovisual and multimedia equipment.
- Collaborate with other IT or technical teams to integrate media technologies into existing systems.
- Install, configure, and set up new audiovisual and multimedia equipment.
- Collaborate with other IT or technical teams to integrate media technologies into existing systems.
- Collaborate with other IT or technical teams to integrate media technologies into existing systems.
- Work closely with other departments, including event planning, marketing, and communication teams, to support media needs for various projects and events.
- Participate in the planning and implementation of system improvements.
- Conduct training sessions for end-users to familiarize them with media equipment and software.
- Create user manuals and documentation to facilitate self-help resources.
- Provide technical assistance and troubleshooting for audiovisual equipment, broadcast systems, multimedia devices, and other media-related technologies.
- Maintaining the highest level of customer service as set forth by the Ellucian general competencies.
- Providing updates, status and completion information to management regarding all assigned incidents, requests, and projects
- Providing regular updates to tickets within the work queue with frequency depending on priority level as per supervisor’s direction
- Escalating all high priority or sensitive customer requests/concerns to the User Services Manager, or when appropriate, the CIO.
- Coordinating activities with the Desktop Support, Media Services, Network Services, Enterprise Application Services and other team members.
- Properly delegating appropriate work to student technicians based on need and workload.
- Contributing to development of yearly learning plan and complete plan as instructed by supervisor.
- Providing consultative support to management and end users directly related to general business operations, software systems, technical assistance and training to system users.
- Producing relevant documentation surrounding operational processes and process improvement.
- Basic knowledge of troubleshooting on MAC, PC, iOS and Android platforms.

**What you will bring**
- A well rounded audio visual background including projection, display, programmed room controls, sound systems, camera (both fixed and mobile), lighting, presentation technology and any other discipline that is necessary to support
- Must have the ability to work effectively with end-users, gain their confidence, understand their technical and operational needs and translate them into viable technical solutions.
- Superior verbal and written skills, encompassing complete understanding on the English language with exceptional communication skills.
- Superior organizational skills.
- Willingness to work as a contributing member of the team including other systems personnel, the operations staff, and the account administrators.
- Must participate in on-call rotation.
- Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures,