Support Technician - Houston Christian University

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. About the Opportunity 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