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.

Technical Support Specialist 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. 

• Collaborate with other technical support staff and/or student workers.
• You will provide consultative support to department managers and end users directly related to software and hardware systems, including technical assistance and training to users.
• Oversees new and evaluates existing equipment, hardware, and software upgrades; interacts and negotiates with vendors, outsourcers, and contractors to secure network, products, and services.
• Resolves problems of diverse scope where analysis of the situation requires evaluation and judgment.
• Maintains excellent communications with internal customers, IT resources, as well as external partners, consultants, and support teams.
• 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.

Where you will make an impact

• Supporting major computer system and laptop deployments, and similar projects (Windows, Mac, and Chromebook).
• Supporting major media systems, classroom technology, and similar projects (PA Systems, Projectors, Document Cameras, Video Players, etc.)
• Responded promptly to client inquiries and escalated issues concerning the operation of client-owned assets.
• Maintaining the highest level of customer service as set forth by Ellucian general competencies.
• Providing updates, status, and completion information to management weekly regarding all assigned incidents, requests, and projects.
• Providing regular updates to support tickets within a work queue with the frequency depending on priority level.
• Escalating all high-priority or sensitive customer requests/concerns to the CIO.
• Coordinating activities with the Help Desk, System Administrators, Network Services, Enterprise Application Services, and other team members.
• Providing consultative support to end users directly related to general university operations, software systems, technical assistance, and training to system users.
• Producing relevant documentation surrounding operational processes and process improvement.

What will you bring

• One to three years related experience and/or training; or equivalent combination of education and experience; Bachelor’s Degree preferred.
• PC /Mac troubleshooting and support, Windows (10/11) experience required, (Mac OSX, and ChromeOS) 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 2007-2016 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, 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.

• 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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