Support Technician

Here at Ellucian, we are motivated by a mission ~ the power of education to transform lives and change the world. We are the global market leader in EdTech for Higher Education, serving more than 2,700 customers and reaching over 26 million students in 50+ countries. We are dedicated to helping Higher Ed thrive by transforming their institutions to agile, digitally connected campuses that enable student success.

About the opportunity

As a Technical Support Specialist, you will work to support the technology presence at the institution to recommend or perform complex or remedial actions to correct problems using remote diagnostic and remediation technology and tools, or at user locations. 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, software and phone systems, including technical assistance and training to system users.

Where you will make an impact

• Recommending or performing complex actions to correct problems using remote diagnostic, remediation technology and tools or at user locations to install, modify, or make repairs to computer hardware and/or software.
• Supervising and supporting major computer system and laptop deployments, and similar projects.
• Controlling coordination with affected end user departments while mentoring other technical support staff and/or student workers
• Testing and evaluating specified software packages, proposed hardware and software 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
• Maintaining computers in academic labs and public spaces.
• Assisting with requests for audiovisual equipment including scheduling and setup.
• Assisting with service and maintenance of audiovisual equipment as needed.
• 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.
• Escalating all high priority or sensitive customer requests/concerns to the Technical Director, or when appropriate, the CIO.
• Coordinating activities with the Help Desk and Desktop Support, 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.

What you will bring:

• PC troubleshooting and support experience
• Microsoft applications troubleshooting and support experience, including Office products and O365
• Mac troubleshooting and support experience
• Experience in an enterprise print management operation with emphasis on printer setup and troubleshooting
• 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.
• Strong organizational and leadership 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, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Excellent time-management, planning and interpersonal skills.
• Effectively manage scope and customer expectations on individual assignments.
• A+ Certification, ITIL Certification

What makes #Ellucianlife

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• 401k & Bright Plan - to help you save for the future
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 5 charitable days to support the community that supports us
• Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
• Parental leave
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  • Tuition Reimbursement Assistance
  • Professional development opportunities

Additional Information: