Technical Customer Support Jobs in South Carolina

Job Description Summary

The College of Health Professions is seeking an Education Technologist to support and enhance the use of academic technologies that drive teaching, learning, and student success. This position serves as a key resource for faculty, staff, and students by providing technical expertise, training, and support for learning management systems, assessment platforms, lecture capture solutions, collaboration tools, and other educational technologies.

The Education Technologist will lead technology implementation projects, develop and deliver faculty training programs, troubleshoot complex technical issues, evaluate emerging educational technologies, and collaborate with instructional designers, IT professionals, and academic leadership to ensure technology solutions align with institutional goals.

Entity

Medical University of South Carolina (MUSC - Univ)

Worker Type

Employee

Worker Sub-Type

Classified

Cost Center

CC001348 Human Resources Administration

Pay Rate Type

Salary

Pay Grade

University-TEC05

Pay Range

57,700.00 - 80,800.00 - 103,900.000

Scheduled Weekly Hours

40

Work Shift

Job Summary

The Education Technologist supports faculty and students by addressing moderately complex to complex academic technology needs across the College of Health Professions (CHP) and its affiliated programs, helping ensure productivity and effective use of technology. This position is responsible for planning, implementing, training, and managing the ongoing use of enterprise academic technologies. This position serves as a technical consultant and lead trainer, functioning as a subject matter resource who partners with Information Technology staff, Instructional Design faculty, and CHP Leadership. The role ensures effective adoption, consistent use, and alignment of educational technologies with institutional teaching and learning goals through the development and management of customer service performance requirements. This position requires broad knowledge of multiple computer environments, platforms, and technologies, including learning management systems, assessment tools, lecture capture, engagement tools, and collaboration technologies, with in-depth knowledge of the College's academic technology products.

Minimum Training, Education, and Experience

• Bachelor's degree in Information Technology, Educational Technology, Instructional Design, or a related field
• Minimum of two years of progressively responsible experience in academic technology, automated information systems, IT support, or instructional technology
• Related experience may be substituted for the bachelor's degree on a year-for-year basis
• Mastery of IT problem management methods and practices and new and innovative customer support methods and technologies required. Strong training and facilitation skills required
• Ability to translate technical concepts into user-friendly guidance and communicate effectively, both written and orally, with faculty, staff, and leadership
• Moderately complex to complex problem-solving skills and knowledge of sophisticated analytical methods

Academic Technology Support & Administration (30%)

• Diagnose and repair advanced problems in response to customer-reported incidents related to enterprise academic technologies
• Install, configure, troubleshoot, and maintain varied customer hardware and software, including user access provisioning and system maintenance
• Design, implement, and maintain a problem tracking and resolution database (ServiceNow) to provide timely support for time-sensitive issues
• Research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements related to assessment systems, providing preventative action recommendations and solutions to recurring software and hardware problems

Training, Faculty Development, and Adoption (25%)

• Serve as the lead trainer and technical consultant for supported academic technologies, interfacing with faculty and staff teams
• Analyze customers' business needs, develop technical requirements, and design and deliver workshops, training sessions, and individual consultations
• Develop and maintain documentation, guides, and self-service resources, ensuring completeness and accuracy of technical documentation methods and procedures
• Develop customer support policies, procedures, and standards to promote best practices and enhance adoption and effective use

Technology Evaluation & Implementation (20%)

• Research, evaluate, and participate in pilot testing and validation of new technologies, preparing Requests for Quotes (RFQs) as needed
• Configure integrated solutions to meet customer needs, assessing integration, usability, and alignment with institutional standards
• Implement client solutions, supporting implementation planning, rollout, and communication activities
• Monitor system usage, identify information technology requirements for the department, and identify opportunities to improve service delivery

Cross-Functional Coordination (15%)

• Serve as technical consultant and liaison between IT, instructional design, faculty, and leadership, ensuring rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services
• Support governance and committee efforts related to academic technology
• Contribute to standards, documentation, and communication strategies

Other Duties as Assigned (10%)

• Participate in strategic initiatives and continuous improvement efforts
• Maintain mastery of new and innovative customer support methods and technologies, and awareness of trends in academic technology and digital learning

Additional Job Description

Minimum Requirements: A bachelor's degree and two years experience in office automation systems, data communications systems design, installation, operation, repair, sales or marketing. Related experience may be substituted for the bachelor's degree on a year-for-year basis.

Physical Requirements: (Note: The following descriptions are applicable to this section: Continuous - 6-8 hours per shift; Frequent - 2-6 hours per shift; Infrequent - 0-2 hours per shift) Ability to perform job functions in an upright position. (Frequent) Ability to perform job functions in a seated position. (Frequent) Ability to perform job functions while walking/mobile. (Frequent) Ability to work indoors. (Continuous) Ability to work in confined/cramped spaces. (Infrequent) Ability to bend at the waist. (Frequent) Ability to fully use both hands/arms. (Continuous) Ability to perform repetitive motions with hands/wrists/elbows and shoulders. (Frequent) Ability to reach in all directions. (Frequent) Possess good finger dexterity. (Continuous) Ability to maintain tactile sensory functions. (Continuous) Ability to lift, lower, push or pull objects 15 lbs. or more, unassisted. (Infrequent) Ability to maintain 20/40 vision, corrected. (Continuous) Ability to see and recognize objects close at hand. (Continuous) Ability to see and recognize objects at a distance. (Continuous) Ability to match or discriminate between colors. (Continuous) Ability to determine distance/relationship between objects; depth perception. (Continuous) Good peripheral vision capabilities. (Continuous) Ability to hear and/or understand conversations. (Continuous) Ability to perform gross motor functions with frequent fine motor movements. (Continuous) Ability to work in dusty areas. (Infrequent)

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees