Ellucian
IT Support Technician / Help Desk Specialist | Hocking College
FERPA
Intune
ITIL
Edtech.com's Summary
Ellucian is hiring an IT Support Technician / Help Desk Specialist at Hocking College. The role involves troubleshooting hardware and software issues for faculty, staff, students, and community users, managing and resolving problems, and providing consultative support on business operations, academic systems, and audiovisual technologies while mentoring student technicians.
Highlights
- Perform advanced troubleshooting of end-user devices, software, network connectivity, and printing systems both remotely and in-person.
- Provide technical support for hybrid and remote learning environments including video conferencing and cloud platforms.
- Manage deployment and lifecycle of hardware and software including imaging, configuration, and decommissioning.
- Maintain academic computer labs, public workstations, and collaborative learning spaces.
- Assist with setup and maintenance of audiovisual equipment such as Crestron, Polycom, document cameras, and digital projectors.
- Supervise and mentor student technicians, ensuring quality service delivery.
- Use IT service management tools like OSTicket or ServiceNow to document, escalate, and resolve support tickets within SLAs.
- Support mobile device management and endpoint protection platforms such as Intune, Jamf, and Sophos.
- Promote cybersecurity awareness and assist with endpoint security protocols.
- Participate in IT on-call rotation and collaborate with cross-functional IT teams for issue resolution.
- Requires 2-5 years of IT support experience with Windows 11 and macOS 14/15 systems.
- Experience with Google Workspace, Microsoft 365, enterprise print management, AV software, and ITSM platforms required.
- A+ Certification or equivalent technical certification (CompTIA ITF+, MTA, etc.) is necessary.
- Bonus for experience with MDM tools, cybersecurity best practices, and ITIL or formal IT service delivery frameworks.
- Hourly full-time position, onsite 8 AM to 5 PM ET, five days a week at Hocking College.
- Employee benefits include comprehensive health coverage, 401k with match, parental leave, telemedicine, wellness programs, diversity and inclusion initiatives, and professional development opportunities.
IT Support Technician / Help Desk Specialist | Hocking College Full Description
About Ellucian
Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,800 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
This is an hourly position requiring five days a week onsite at Hocking College, with hours from 8:00 AM to 5:00 PM ET.
The IT User Services team is looking for an exceptional Support Technician at Hocking College in Nelsonville, OH to work on and support hardware and software issues being experienced by our faculty, staff, student, and community users. The ideal candidate will add value by owning, managing, and resolving problems. You will be critical to the success of the team.
A Support Technician specializes in troubleshooting technical issues for end users. These issues could be either hardware or software related, and it's the Support Technician's job to diagnose where the problem is and implement a solution for the user. A successful Support Technician will be comfortable communicating with users and educating them on systems and services.
This position involves working with other technical support staff and mentoring student workers while maintaining a strong commitment to high-quality customer service. You will also provide consultative support on business operations, academic systems, and AV technologies while contributing to IT service improvement efforts.
Where you will make an impact
- Perform advanced troubleshooting and remediation for end-user devices, software, network connectivity, and printing systems using diagnostic tools, both remotely and in person.
- Provide technical support for hybrid and remote learning environments, including video conferencing systems, and cloud platforms.
- Participate in the deployment and lifecycle management of hardware and software, including imaging, configuration, and decommissioning of institutional assets.
- Maintain and support academic computer labs, public workstations, and collaborative learning spaces.
- Assist with setup, operation, and maintenance of audiovisual equipment including Crestron, Polycom, document cameras, and digital projectors.
- Supervise and mentor student technicians, delegating tasks and ensuring quality of service delivery.
- Document, escalate, and resolve support tickets within established SLAs using IT service management (ITSM) tools such as OSTicket or ServiceNow.
- Assist in evaluating new software and hardware for compatibility, efficiency, and security compliance.
- Support mobile device management (MDM) and endpoint protection platforms (e.g., Intune, Jamf, Sophos).
- Promote cybersecurity awareness and assist in implementing and supporting endpoint security protocols.
- Participate in IT on-call rotation and respond to high-priority or sensitive incidents, escalating as appropriate.
- Coordinate with cross-functional IT members including Network Services, and Application Support for issue resolution.
- Maintain accurate documentation of processes, standard operating procedures (SOPs), and system configurations.
- Contribute to a culture of continuous improvement by identifying opportunities to enhance services and participating in ongoing professional development.
What you will bring
- 2-5 years of relevant IT support experience
- Experience supporting Windows 11 and macOS 14/15 systems
- Demonstrated experience with Google Workspace and Microsoft 365 applications and cloud collaboration tools
- Experience supporting enterprise print management and desktop support environments
- Strong understanding of AV software and instructional technology platforms
- Excellent communication skills, both verbal and written, with ability to engage diverse stakeholders
- Demonstrated analytical and problem-solving skills, with the ability to work independently and as part of a team
- Experience with ITSM ticketing platforms (e.g., OSTicket, ServiceNow)
- A+ Certification or equivalent technical certification (e.g., CompTIA ITF+, MTA, etc.)
Extra Credit
- Experience with MDM tools and imaging
- Familiarity with cybersecurity best practices and compliance standards (FERPA, HIPAA)
- Exposure to ITIL practices or formal IT service delivery frameworks
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-JG1
#LI-Onsite
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