Ellucian
Support Technician (Onsite at Coahoma Community College)
ITIL
SaaS
Edtech.com's Summary
Ellucian is hiring a Support Technician (Onsite at Coahoma Community College). The role requires supporting the institution's technology by recommending or performing complex troubleshooting and remediation using remote diagnostic tools or at user locations. The technician will supervise support staff and provide consultative assistance and training to department managers and end-users on software systems and business operations.
Highlights
- Recommend or perform complex actions to resolve hardware and software issues using remote diagnostic and remediation tools or on-site support.
- Supervise and support major computer system and laptop deployments.
- Coordinate with end-user departments and mentor technical support staff and student workers.
- Test and evaluate software packages and hardware for compatibility and reliability.
- Provide timely responses to client inquiries and escalated issues regarding client-owned assets.
- Maintain high standards of customer service according to Ellucian competencies.
- Provide regular updates on incidents, requests, and projects to management.
- Coordinate with Help Desk, Faculty Support, Network Services, Enterprise Application Services, and other teams.
- Produce documentation for operational processes and improvements.
- Required technical skills include PC, Mac, Microsoft (including O365) troubleshooting, and enterprise print management experience.
- Excellent communication, organizational, leadership skills, and the ability to work effectively with end-users are required.
- Flexible availability for special events or emergencies is necessary.
- Preferred certifications: A+ Certification, ITIL Certification.
- Benefits include comprehensive medical, dental, vision coverage; flexible time off; 401k with match; parental leave; telemedicine; wellness programs; and professional development opportunities.
Support Technician (Onsite at Coahoma Community 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.
About the Opportunity
As a Support Technician at Coahoma Community 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.
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 you will 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 their 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
#LI-PB1
#LI-onsite
Similar Jobs
Prompt Engineer
University of Texas at Arlington
🇺🇸 Arlington, TX
Temporary Technical Support Technician
University of North Carolina at Chapel Hill
🇺🇸 Chapel Hill, NC
Research Fellow/Trainee - Women's Health - Data Science - Health Information Technology - School of Nursing
Emory University
🇺🇸 Hybrid - Atlanta, GA
Network System Engineer, Lead Science/Research - OIT
Emory University
🇺🇸 Hybrid - Atlanta, GA
DoIT Help Desk - Student Lead Technical Writer
University of Wisconsin - Madison
🇺🇸 Remote - US
