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 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.

The IT Engineering team is looking for an exceptional Support Technician at our Pearl River Community College Campuses to work on and support hardware and software issues being experienced by our internal users. The ideal candidate will add value by owning and managing problems and resolving these. You will be critical to the success of the team.

A Support Technician specializes in troubleshooting technical issues for end users. These issues could be either hardware or software related, and it’s the Support Technician’s job to diagnose where the problem is and implement a solution for the user. A successful Support Technician will be comfortable communicating with users and educating them on systems and services. An impactful Support Technician will be able to identify opportunities for improvement in services and technology and work with the team to implement those improvements.

Where you will make an impact 

• Provide support to all Ellucian employees and serve as the escalation point of contact to the help desk and Tier 2 teams.
• Expertise with the following: Windows and Mac Operating Systems, Office Suite, Networking, Video Conferencing software, and Audio.
• Maintains awareness of new and emerging technologies and products provided by IT. Coordinate with other departments and business stakeholders on technology deployments, system upgrades and maintenance outages.
• Communicate maintenance schedules, operational issues and impacts to IT management and business users.
• Encourage communication of new ideas, solutions, suggestions, and problems.
• Provide feedback regarding IT methodologies, standards, and industry leading practices.
• Research and implement tools and technology that will enhance the way we provide services to our employees.
• Ensures timely resolution/referral of employee’s problems by documenting the impact to the employee and by assigning an appropriate priority and resolution goal.
• Facilities support, including Audio Visual systems.

What you will bring

• Knowledge in the Windows OS and core desktop software configuration
• Technical skills designing, documenting, and implementing projects.
• Ability to triage systems down situations.
• Solid understanding on mobile devices (iPhone, Android)
• Understanding of MacOS, iOS configurations and support
• Understanding of the product flow patch management, software distribution/deployment, and imaging technologies (such as IBM BigFix)
• Knowledge of end user applications and hardware including:
• Microsoft Office, Crowdstrike AV, Cloud based storage platforms, Zoom/Webex Video Conferencing, Dell and laptops. 

• 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 & Wellthy– caregiver support
• Diversity and inclusion programs which provide access to internal employee resource groups.
• Tuition Reimbursement Assistance
• Professional development opportunities

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