Ellucian
Associate Support Technician
🇺🇸 Westerville, OH
🕑 Full-Time
💰 TBD
💻 Information Technology
🗓️ May 7th, 2025
Intune
SaaS
Edtech.com's Summary
Ellucian is hiring an Associate Support Technician. The technician will provide support for users and endpoint hardware and software at Otterbein University, tackling technical issues and improving service delivery. They will also communicate with users through multiple channels and assist with system improvements.
Highlights
Highlights
- Support users and endpoint hardware/software for faculty, students, and staff.
- Troubleshoot and diagnose technical issues and implement solutions.
- Communicate via phone, video calls, and in-person with various users.
- Identify service and technology improvement opportunities.
- Develop training and manage documentation materials.
- Knowledge required: Windows OS/MAC OS, Microsoft Office, Active Directory.
- 1-3 years of experience in a similar role required.
- Comprehensive health coverage and flexible time off.
- 401k with match and parental leave benefits included.
Associate Support Technician Full Description
Associate Support Technician (Onsite- Otterbien University, OH)
- 1 S Grove St, Westerville, Ohio, US, 43081
- Services
- 5923
- 0%
About Ellucian
Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,900 customers across 50 countries and serving over 20 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, from 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 provide best practices leading to greater institutional success and achieving better student outcomes.
Values Rooted in Purpose
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
Ellucian is seeking to hire an Associate Support Technician to work as part of the Technical Services team onsite at Otterbein University in Westerville, Ohio. This position will support users and endpoint hardware and software used by faculty, students, and staff at the college. A Support Technician specializes in troubleshooting technical issues for end users. These issues could be either hardware or software related, or account and permissions-based and it is the Support Technician’s role to diagnose where the problem is and implement a solution for the user.
A successful Support Technician will be comfortable communicating with a variety of users of different backgrounds and technical familiarity via multiple channels such as phone, videocalls, and in-person. 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.
What you will bring
Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,900 customers across 50 countries and serving over 20 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, from 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 provide best practices leading to greater institutional success and achieving better student outcomes.
Values Rooted in Purpose
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
Ellucian is seeking to hire an Associate Support Technician to work as part of the Technical Services team onsite at Otterbein University in Westerville, Ohio. This position will support users and endpoint hardware and software used by faculty, students, and staff at the college. A Support Technician specializes in troubleshooting technical issues for end users. These issues could be either hardware or software related, or account and permissions-based and it is the Support Technician’s role to diagnose where the problem is and implement a solution for the user.
A successful Support Technician will be comfortable communicating with a variety of users of different backgrounds and technical familiarity via multiple channels such as phone, videocalls, and in-person. 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.
What you will bring
- Support users and endpoint hardware and software used by faculty, students, and staff at the college
- Troubleshoot and diagnose technical issues for end users and implement solutions
- Communicate with a variety of users of different backgrounds and technical familiarity via multiple channels such as phone, video calls, and in-person
- Identify opportunities for improvement in services and technology and work with the team for implementation
- Provide support to all Otterbein University community members and serve as the escalation point of contact for the help desk
- Communicate maintenance schedules, operational issues and impacts to IT management and business users
- Encourage communication of new ideas, solutions, suggestions and problems
- Ensures timely resolution/referral of employees’ problems by documenting the impact on the employee and by assigning an appropriate priority and resolution goal
- Develop training and documentation materials for technical and external audiences
- Provide strong leadership to recruit, train, and manage student workers, ensuring clear communication, task delegation, and performance development.
- Adapt to shifting priorities and take on varied tasks with flexibility and initiative.
Where you will make impact
- Knowledge of the Windows OS/MAC OS, Office Suite, Active Directory and core desktop software configuration
- Demonstrated experience with communication and presentation skills, possessing the ability to interface with audiences of all levels throughout the organization
- Knowledge of end-user applications and hardware including: Microsoft Office, AD, Intune, Dell and Apple laptops
- 1-3 years experience in a similar role
- Technical skills in documenting and implementing projects
- Excellent customer service skills
- Advanced knowledge of troubleshooting software and hardware
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
#LI-DF1
#LI-ONSITE
At Ellucian, we believe in the “power of together.” We embrace an inclusive workplace, and believe that our differences help inspire a culture of acceptance that makes our company more collaborative and innovative. We’re proud to provide equal employment opportunities for job applicants and for our employees, and we are committed to providing a process and an environment that is free from discrimination on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), and other legally protected classifications. These protections extend to all management practices and decisions, including recruitment and hiring, appraisal systems, promotions, training, and career development programs. To enable employees to perform essential functions of their positions and to offer applicants a meaningful opportunity to be considered for positions, we also provide reasonable accommodations to qualified employees and applicants with disabilities and for sincerely held religious beliefs, observances, and practices. This job posting is intended to comply with all applicable laws. If we learn during the course of our recruitment process that, due to an applicant’s location, further information about the position is required, including certain salary information, the information in this posting will be supplemented accordingly. Additionally, we are aware of fake applicant schemes and have rigorous internal processes in place to mitigate such risk and inform proper authorities of any such instances that arise.
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