AddressHere 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
Our Support Center team is seeking a talented individual for an exciting, fast-paced role where you will have the opportunity to learn the latest desktop application and system software. Your communication and problem-solving skills will be essential in providing real time solutions to all College technology users. Your insights will be invaluable to the Technical Services and Enterprise Applications team since in most cases you will be the primary contact with end users. You will be joining an amazing, dedicated team focused on student, faculty, and staff success!
Where you will make an impact
- The Technical Support Specialist provides Level 1 technical assistance and general support for our computing environment at the main campus and branch campuses as needed. This assistance is both on the phone and in person as needed.
- You will evaluate, prioritize, and provide written status updates for all assigned tasks. This includes: phone, voicemail, email, walk-in, chat and the Support Ticketing system.
- You will install desktop software applications, related integrations, and customizations to ensure proper operation of base desktop images.
- Identify and define hardware and software issues at desktop levels; recommend and implement solutions to resolve issues and to keep College equipment and software up to date and trouble free.
- Maintains awareness of new and emerging technologies and products installed at the College.
- Coordinate with other departments and business stakeholders on technology deployments, system upgrades and maintenance outages.
- Install, assemble, and configure computers, laptops, monitors, wireless end user devices, network peripherals such as printers, scanners, and related hardware.
- Maintain IT documentation to reflect configurations and setup accurately. Create procedural documentation and knowledge base articles
- Assist with the inventory equipment received/moved/surplus in the inventory system
- Assist with the training of student workers
What you will bring
- Knowledge of 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 product flow patch management, software distribution/deployment, and imaging technologies (such as KACE)
- Knowledge of end user applications and hardware including: Microsoft Office, Crowdstrike, Sophos, Cloud based storage platforms, Google Workspace, M365,
- Zoom, Dell laptops.
- Excellent written and verbal communication skills.
- Ability to research, test, install, troubleshoot, and maintain new software, operating systems, and hardware with minimal support and guidance.
- Ability to work effectively in high-pressure situations that require sound judgment, quick thinking and may involve confidential or sensitive matters
- Must possess a valid U.S. driver's license and vehicle.
What makes #Ellucianlife
- 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
- Parental 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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