Support Technician – HigherEdJobs

Here at Ellucian, we are motivated by a mission – power education so institutions can empower
student success.  We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over
22 million students in 50 countries.  We are dedicated to helping higher education unlock learning for all by providing solutions that
support the entire student lifecycle and deliver insights needed now and into the future.

We embrace the power to
lead, the courage to innovate, and the determination to grow. At our core, we believe in
humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of
transformation, we endeavor to shape a brighter future for higher education.

About the
Opportunity

The Support Technician will work to support all technology platforms (desktop, mobile, wireless) at the institution
and perform remedial or complex actions to correct problems using hands-on and remote diagnostic remediation technology and tools. 
They must collaborate with other technical support staff and/or student workers to provide technical assistance and training to department
managers and end users directly related to software and hardware systems.  This position will also oversee new and evaluates existing
equipment, hardware, and software upgrades; interacts and negotiates with vendors, outsourcers, and contractors to secure network, products,
and services. Additionally, the Support Technician will resolve problems of diverse scope where analysis of the situation requires
evaluation and judgment.  This also includes maintaining excellent communications with internal customers, IT resources, as well as
external partners, consultants, and support teams.

Where you will make an impact

• Provide support for
  major computer system and laptop deployments, as well as other similar projects (Windows, Mac, and Chromebook).
• Provide support for
  major media systems, classroom technology, and similar projects (PA Systems, Projectors, Document Cameras, Video Players,
  etc.)
• Being adaptable to hybrid learning classroom technology such as supporting remote instructors.
• Knowledge of higher
  education priority levels based on constituent type and semester cycle.
• Maintaining and promoting information security
  practices.
• Address client inquiries promptly and escalate asset-related issues.
• Deliver the highest level of customer
  service as set forth by Ellucian general competencies.
• Provide updates, status, and completion information to management weekly
  regarding all assigned incidents, requests, and projects.
• Provide regular updates to support tickets within a work queue with the
  frequency depending on priority level.
• Escalate all high-priority or sensitive customer requests/concerns to the site
  leader.
• Coordinate activities with the Help Desk, System Administrators, Network Services, Enterprise Application Services, and
  other team members.
• Provide consultative support to end users directly related to general client operations, software systems,
  technical assistance, and training to system users.
• Provides oversight and evaluation of new and existing equipment, hardware, and
  software upgrades; negotiates with vendors, outsourcers, and contractors to ensure the security of a network and products.
• Produce
  relevant documentation surrounding operational processes and process improvement.

What you will bring

• PC /Mac troubleshooting and support, Windows (10/11) experience required, (Mac OSX, and Chrome OS) a definite plus.
• Media
  systems troubleshooting and support (PA Systems, Projectors, Document Cameras, Cabling, Video Players) experience.
• Microsoft
  Application Suite troubleshooting and support experience, including Office 2007-2019 and Office365 products.
• Experience in an
  enterprise print management operation emphasizing 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 a complete understanding of the English language with exceptional
  communication skills.
• High degree of creativity with a “can-do” attitude; display a high degree of
  professionalism.
• Knowledge and experience with Microsoft systems imaging and support tools, Active Directory/ADFS/Azure, and Service
  Now (SNOW) or equivalent help desk ticketing system.
• Experience managing media systems and services (PA’s, Projectors, Document
  cameras), is highly desirable.
• Microsoft Certifications are preferred.

• Must be able to lift up to 35 pounds and work
  will occasionally require after-hours and weekend work.

• Ability to effectively present information and respond to questions
  from groups of managers, clients, customers, and the general public.

• Perform other related duties as
  assigned.  

What makes #Ellucianlife

• 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
• We Foster a learning culture with:
  • Education Assistance Program
  • Professional development
    opportunities

#LI-JW1

#LI-onsite