Ellucian
Senior Support Technician (Windows 11 Exp REQUIRED)
🇺🇸 Cheyney, PA
🕑 Full-Time
💰 TBD
💻 Information Technology
🗓️ August 5th, 2025
ITIL
SaaS
Edtech.com's Summary
Ellucian is hiring a Senior Support Technician to manage and resolve complex technical issues, provide guidance to support staff, and consult with department managers and end users on technology solutions. The technician will perform hardware and software repairs, oversee deployments, mentor team members, and maintain high customer service standards while supporting Windows 11 environments and related technologies.
Highlights
- Perform complex problem resolution using remote diagnostic and onsite tools for hardware and software issues.
- Oversee system and laptop deployments, mentor support staff, and evaluate hardware/software compatibility.
- Respond promptly to escalated client issues, documenting ticket progress and updating management regularly.
- Delegate tasks to student technicians and contribute to team learning and development goals.
- Proficient in PC troubleshooting, Windows 11 support, Microsoft Office 2019, 2021, and O365.
- Experience with enterprise print solutions such as PaperCut.
- Strong communication, leadership, organizational, and problem-solving skills.
- Willingness to participate in on-call rotation; A+ or ITIL certifications preferred.
- Supports higher education technology environments partnering with over 2,900 customers globally.
- Comprehensive benefits including health coverage, 401k match, parental leave, wellness programs, and professional development opportunities.
Senior Support Technician (Windows 11 Exp REQUIRED) Full Description
Senior Support Technician (Windows 11 Exp REQUIRED, ONSITE - Cheyney University, PA)
- 1837 University Cir, Cheyney, Pennsylvania, US, 19319
- Services
- 6103
- 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
As a Senior Support Technician, you will support the institution's technology presence 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 also provide guidance and may supervise other technical support staff and student workers. Additionally, you will offer consultative support to department managers and end users, including technical assistance, training, and support related to general business operations and software systems.
Where you will make an impact
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
As a Senior Support Technician, you will support the institution's technology presence 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 also provide guidance and may supervise other technical support staff and student workers. Additionally, you will offer consultative support to department managers and end users, including technical assistance, training, and support related to general business operations and software systems.
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.
- Overseeing system and laptop deployments, coordinating with end users, mentoring support staff, and evaluating hardware and software for compatibility and performance.
- Responding promptly to client inquiries and escalated issues while maintaining high customer service standards.
- Updating management on incident and project status; regularly documenting ticket progress based on priority.
- Escalating high-priority concerns to leadership and coordinating with relevant technical teams.
- Delegating tasks to student technicians and contributing to annual learning and development goals.
What You Will Bring
- 3 years of related experience
- Proficient in PC troubleshooting and Windows 11 support.
- Skilled in supporting Microsoft Office 2019, 2021, and O365.
- Experience with enterprise print solutions like PaperCut.
- Strong ability to understand user needs and deliver technical solutions.
- Excellent verbal, written, and interpersonal communication skills.
- Strong organizational and leadership abilities; team-oriented mindset.
- Willing to participate in on-call rotation as needed.
- Able to interpret technical documents and industry regulations.
- Capable of writing reports, procedures, and business communications.
- Confident in presenting to and communicating with diverse audiences.
- Skilled in problem-solving, data analysis, and drawing conclusions.
- Effective in managing time, scope, and customer expectations.
- A+ or ITIL certification preferred.
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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