Support Technician (AV exp REQUIRED, ONSITE - Muskegon CC, MI)

Ellucian • Muskegon, MI

134d

About The Position

As a Support Technician, you will play a key role in supporting the institution's technology needs. You will provide front-line technical assistance, troubleshoot complex issues, and implement solutions on-site. In this role, you'll also support classroom, AV and lab technology, assist with large-scale deployments, and provide consultative support and training to end users. You may guide or supervise student workers and will help ensure a high level of customer service across the campus community.

Requirements

• 3-5 years of related experience
• Strong problem-solving skills with the ability to think critically and resolve issues effectively.
• Experience troubleshooting and supporting PCs (Windows 10 and 11) and macOS.
• Proficiency with Microsoft Office 365 and related applications.
• Hands-on experience providing and troubleshooting audiovisual (AV) technology, including projectors, microphones, displays, and video conferencing tools.
• Strong customer service mindset with excellent interpersonal skills.
• Ability to communicate effectively with diverse groups, including faculty, staff, administrators, and students.
• Strong time management and organizational skills with the ability to meet deadlines in a fast-paced environment.
• Ability to work independently and collaboratively as part of a team.
• Exceptional written and verbal communication skills in English.

Nice To Haves

• Experience with Microsoft Intune (highly desirable).

Responsibilities

• Use strong communication and interpersonal skills to create a positive user experience, ensuring faculty, staff, and students feel supported and confident in using their technology effectively.
• Diagnose, troubleshoot, and resolve complex technical issues on campus.
• Apply strong problem-solving skills to identify root causes and deliver effective solutions.
• Provide audiovisual (AV) support and troubleshooting for classrooms, meetings, and campus events, including projectors, microphones, displays, video conferencing tools, and other instructional technologies.
• Install, configure, and repair computer hardware, software, and peripherals.
• Support classroom and lab technology across campus.
• Assist with major technology rollouts, including computer and laptop deployments.
• Test and evaluate new hardware and software for compatibility, efficiency, and reliability.
• Respond to client inquiries and escalated issues in a timely and professional manner.
• Provide consultative support and training to faculty, staff, and students.
• Maintain detailed documentation of processes, procedures, and improvements.
• Deliver outstanding customer service aligned with Ellucian's service standards.
• Communicate status updates and completion details on assigned cases and projects.

Benefits

• 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
• Education Assistance Program
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services