The IT and Academic Technology Support Technician will coordinate and provide support for faculty, staff, and students, ensuring purposeful and creative operation of computers, printers, IPT and other technologies, and provide assistance with configuration and deployment of new technologies (imaging computers, provisioning phones, coordination for Ethernet setup, etc.)

The IT and Academic Technology Support Technician’s responsibilities are to provide front-line technological support, and to grow a culture of peer-to-peer assistance as it relates to educational technologies. He will also serve as an active partner within different teams to enable them to understand and use technologies meaningfully, powerfully, and creatively in their classrooms and beyond.

Main Responsibilities Include:

Daily Operational Support (50%)

• Providing front-line IT support for faculty and lab/dorm management, such as setting up, configuring and troubleshooting the network, computers, printers, scanners, and other peripherals.
• Supporting multimedia and desktop support groups with daily operation.
• Acting as focal point in matters concerning academic technologies.
• Supporting different teams with technical projects and events.
• Supporting the IT asset management team with asset processes and inspections.
• Supporting the use of audio-visual presentation equipment, the video conferencing system, software and facilities, etc.
• Providing IT support for the Research Institute in ECNU.

Software Support (30%)

• Advising and assisting with the introduction of technology-supported learning through workshops, providing teaching courses for new lecturers, and one-off consultations.
• Actively keeping abreast of developments in learning technologies and facilitating access to expertise, services, and resources relating to technology-supported learning.
• Installing, testing, troubleshooting, and evaluating applications and computer-based materials.
• Documenting IT-related instructions, guidelines, and SOPs as
• Supporting and providing peer-to-peer training sessions.
• Learning and sharing knowledge about the use of different academic software.

Academic License Support (20%)

• Providing the necessary support for the licensed servers and the software typology integrated with the remote management tool.

Qualifications

The ideal candidate will have expertise and experience with Mac OS X and iOS software, Apple hardware, Windows 7/10, Active Directory, ServiceNow, GSuite for Education, Adobe Creative Cloud, Cisco VOIP, Cisco networking protocols, as well as academic technologies (including online learning management systems, 3D printing, CAD, data visualization, graphic design, and multimedia production). Furthermore, the candidate should possess a fundamental understanding of computer hardware (be able to perform maintenance on laptop and desktop computers), be a true "people’s person” with excellent "bedside manner" when providing tech support, possess strong written and verbal communication skills to supplement their in-person support, and is comfortable interacting with a diverse and devoted community of staff and students.

Required Education

• Bachelor’s degree in related fields such as computer science, electrical engineering, or instructional technology. Master’s degree preferred.

Required Experience

• Prior working experience providing desktop/technical support preferred.

Required Knowledge, Skills, and Abilities

• Proficiency in setting up, configuring, maintaining and troubleshooting desktop/notebook hardware and software (Windows, Mac OS and linux) as well as iOS and Android devices.
• Working knowledge of TCP/IP networking (e.g. DNS and DHCP).
• Knowledge of Active Directory concepts and administration.
• Ability to identify, analyze and solve problems efficiently.
• Able to work independently but also as a supportive member of a team.
• Cross-cultural awareness and good communication skills.
• Proficiency in spoken and written English and Chinese.

Additional Information

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The University is an equal opportunity employer committed to equity, diversity and social inclusion.

上班地址：上海市浦东新区世纪大道1555号