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 2,900 customers and reaching over 22 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.

As a Support Technician, you will work onsite at Mitchell College 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 collaborate with other technical support staff and/or student workers or other peers.  You will provide consultative support to department managers and end users directly related to the general business operations, and software systems, including technical assistance and training to system users. You will roll up your sleeves and lend a hand with tasks that arise that can impact or bring benefit to the team or the client. This includes tasks beyond the technical scope such as striving to maintain a clean and organized workplace, lending a hand where needed on less technical tasks such as deliveries, inventory entry, and retirement of end-of-life gear, etc.  Support the whole on every level within the scope of assignments to each client always doing such with respect and courtesy. 

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 repair computer hardware and/or software.
• Supervising and supporting central computer system and laptop deployments and similar projects.
• Controlling coordination with affected end-user departments while working with other technical support staff and student workers and collaborating with others to achieve positive, lasting, cost-effective results.
• Testing and evaluating specified software packages, proposed hardware, and software to determine efficiency, reliability, and compatibility with existing computer systems, peripherals, and the network. Developing and testing means of deployment, tweaks as needed, and identifying proper configurations and settings.
• Responding in a timely fashion to client inquiries and escalated issues concerning the operation of client-owned assets
• Maintaining the highest level of customer service as set forth by the Ellucian general competencies. Providing updates, status, and completion information to management and the ticketing system regarding all assigned incidents, requests, and projects
• Providing regular updates to tickets within the work queue with frequency depending on priority level. Documenting your every task or project using the 3 C approach (complaint, cause & cure) so we can best identify trends, needs for enhancements or changes, and catalog results for future training and reference.

• Escalating all high-priority or sensitive customer requests/concerns to the Senior Technical Support Specialist or when appropriate, the ED/CIO or other sub-team leadership and technical staff as required.
• Coordinating activities with the Enterprise Application Services and other team members.
• Properly delegating appropriate work to student technicians based on need and workload – as needed.
• Contributing to the development of yearly learning plan and complete plan as instructed by supervisor. Initiate self-motivation to grow your skills and knowledge regularly.
• 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.
• Complete daily systems check and ensure computer labs and learning environments across campus are fully operational.
• Support auxiliary service spaces for operability and functionality.

What you will bring

• Desktop and laptop Troubleshooting and Support (Windows 7,10, 11, OSX) experience
• Windows Server (2003 and higher, Hyper-V) experience
• Desktop imaging (creation and deployment) experience
• Experience with networking (LAN, WAN) configuration and troubleshooting
• Experience with Audio/Visual environments
• Microsoft Applications troubleshooting and support experience, including Office 365, Azure, and Active Directory
• Experience in an enterprise print management operation with an emphasis on printer setup and troubleshooting
• Must be able to work effectively with end-users, gain their confidence, understand their technical and operational needs, and translate them into viable technical solutions that can be documented and cataloged effectively.  Superior verbal and written skills, encompassing a complete understanding of the English language with exceptional communication skills. Strong organizational and leadership skills and ability to work independently and effectively without supervision.
• Willingness to work as a contributing team member including other systems personnel, the operations staff, and the account administrators.
• Must participate in on-call rotation as required and possible rotational work schedules.
• 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 managers, clients, customers, and the public.
• Ability to define problems, collect data, establish facts, and identify applicable research and other resources to draw upon to reach valid conclusions.

• Possess Excellent time-management, planning, and interpersonal skills.
• Effectively manage scope and customer expectations on individual assignments.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off 
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & Bright Plan - to help you save for the future
• Maternity & Paternity Leave
• Charitable leave – 40 hours/year
• Telemedicine
• Wellness
  • Ginger (mental health)
  • Wellbeats (virtual fitness classes)
• Rethink – caregiver support
• Diversity and inclusion programs which provide access to 11 internal employee resource groups
• Tuition Reimbursement Assistance
• Professional development opportunities

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