Support Technician (Tougaloo College)

Ellucian Company L.P.; Tougaloo (MS); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Comprehensive health coverage

Flexible time off

401k with match

Parental Leave

Telemedicine

Wellness

Job summary

Ellucian is seeking a Support Technician at Tougaloo College to troubleshoot hardware, software, and network issues and provide IT assistance across campus. You will guide and may supervise other staff and student workers, delivering consultative support to departments and end users and ensuring timely resolution of tickets.

Responsibilities include coordinating with Help Desk and Network Services, testing software and hardware, and contributing to documentation and learnings.

Qualifications

• Proven PC/Mac troubleshooting experience in an enterprise setting.
• Experience supporting Microsoft 365 apps and services (O365).
• Ability to troubleshoot hardware, software, and network issues.
• Experience with printer setup, maintenance and troubleshooting in a multi-user environment.
• Strong end-user support and customer service skills.
• Excellent written and verbal communication skills.
• Good time management and ability to prioritize tasks.
• Willingness to mentor student workers and junior staff.

Responsibilities

• Provide hardware and software troubleshooting remotely or on-site.
• Supervise deployments of computer systems and laptops.
• Coordinate with end-user departments and mentor student workers.
• Test and evaluate software and hardware for efficiency and compatibility.
• Provide updates to management on incidents, requests, and projects.
• Document operational processes and improvements.

Skills

PC Troubleshooting

Microsoft 365 support

Mac Troubleshooting

Printer management

End-user support

Communication skills

Time management

Mentoring

Education

A+ Certification

ITIL Certification desired

Tools

Remote diagnostic tools

Help Desk software

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

As a Support Technician at Tougaloo College, you will work 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 may supervise other technical support staff and/or student workers. You will provide consultative support to department managers and end-users directly related to the general business operations, software systems, including technical assistance and training to system users.Provides technical support to faculty, staff, and students by troubleshooting hardware, software, network, and other technology-related issues. Assists with computer setup, maintenance, user accounts, system access, and IT equipment while ensuring timely resolution of support requests and maintaining a reliable technology environment across campus.

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 make repairs to computer hardware and/or software.
• Supervising and supporting major computer system and laptop deployments, and similar projects.
• Controlling coordination with affected end user departments while mentoring other technical support staff and/or student workers
• Testing and evaluating specified software packages, proposed hardware and software to determine efficiency, reliability, and compatibility with existing computer systems, peripherals and the network.
• Responding in a timely fashion to client inquiries and escalated issues concerning 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 regarding all assigned incidents, requests, and projects
• Providing regular updates to tickets within the work queue with frequency depending on priority level.
• Coordinating activities with the Help Desk, Faculty Support, Network Services, Enterprise Application Services and other team members.
• Properly delegating appropriate work to student technicians based on need and workload.
• Contributing to development of yearly learning plan and complete plan as instructed by supervisor.
• 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 for operational processes and process improvement.

What will you bring

• Excellent work ethic and sense of personal accountability is a must.
• PC Troubleshooting and Support experience.
• Microsoft Applications troubleshooting and support experience, including O365
• Mac Troubleshooting and Support experience
• Experience in an enterprise print management operation with emphasis on printer setup and troubleshooting
• Must have the ability to work effectively with end-users, gain confidence, understand their technical and operational needs and translate them into viable technical solutions.
• Superior verbal and written skills, encompassing complete understanding on the English language with exceptional communication skills.
• Strong organizational and leadership skills.
• Willingness to work as a contributing member of the team including other systems personnel, the operations staff, and the account administrators.
• Must be available for flexible coverage for special events or emergencies
• 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 groups of managers, clients, customers, and the general public.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Excellent time-management, planning and interpersonal skills.
• Effectively manage scope and customer expectations on individual assignments.
• A+ Certification, ITIL Certification desired

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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