Support Technician - Pearl River Community College

Ellucian Company L.P.; Poplarville (MS); On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Health coverage

Flexible time off

401k with match

Parental Leave

Wellness programs

Job summary

Ellucian is seeking an experienced Support Technician to join our team supporting Pearl River Community College, providing advanced technical support across Windows and macOS environments, Microsoft Office, mobile devices, networking, video conferencing, and AV systems. This role serves as a key escalation point for Help Desk and Tier 2 teams.

Working closely with IT and campus stakeholders, you will help ensure timely issue resolution, support technology deployments and system upgrades, improve

Qualifications

• Proficient in Windows OS and core desktop software configuration.
• Experience triaging system down situations and escalating when needed.
• Knowledge of MacOS/iOS configurations and support.

Responsibilities

• Provide support to Ellucian employees and act as escalation point to Help Desk and Tier 2 teams.
• Coordinate with IT and campus stakeholders on deployments, upgrades and outages.
• Communicate maintenance schedules and operational impacts to users.
• Research and implement tools to enhance IT service delivery.
• Ensure timely resolution of employee issues and document impact.

Skills

Windows OS

MacOS support

Office 365

Networking

Video conferencing

Audio/Visual

Mobile devices

Patch management

Imaging technologies

Tools

IBM BigFix

CrowdStrike AV

Zoom/Webex

Job description

About Ellucian

Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners and user community of more than 45,000 provides best practices leading to greater institutional success and achieving better student outcomes.

About the Opportunity

Ellucian is seeking an experienced Support Technicia professional to join our team supporting Pearl River Community College, providing advanced technical support and serving as a key escalation point for Help Desk and Tier 2 teams. This role will support a broad range of end-user technologies, including Windows and macOS environments, Microsoft Office, mobile devices, networking, video conferencing, audio visual systems, and endpoint management tools. Working closely with IT teams and campus stakeholders, this position will help ensure timely issue resolution, support technology deployments and system upgrades, improve the overall technology experience, and identify tools and solutions that enhance the delivery of IT services across Pearl River Community College.

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

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
  • LinkedIn Learning

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