Support Technician Jobs

Together we are powering the future of Higher Education
Here at Ellucian, we are motivated by a mission ~ the power of education to transform lives and change the world. We are the global market leader in EdTech for Higher Education, serving more than 2,900 customers and reaching over 26 million students in 50+ countries. We are dedicated to helping Higher Ed thrive by transforming their institutions to agile, digitally connected campuses that enable student success.
About The Opportunity
As a Support Technician at Hocking 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 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

• Providing consultative support to end users directly related to general business operations, software systems, technical assistance, and training to system users.
• Providing regular updates to tickets within the work queue with frequency depending on priority level.
• Properly delegating appropriate work to student technicians based on need and workload.
• Recommending or performing complex actions to correct problems, remediation technology and tools, on campus or at user locations to install, modify, or make repairs to computer hardware and/or software.
• Responding in a timely fashion to client inquiries and escalated issues concerning operation
• Producing relevant documentation surrounding operational processes and process improvement.
• Supporting major computer system and laptop deployments, and similar projects.
• Maintaining the highest level of customer service as set forth by the Ellucian general competencies.
• Supporting campus classrooms and labs.
• Testing and evaluating specified software packages, proposed hardware and software to determine efficiency, reliability, and compatibility with existing computer systems and peripherals
• Providing updates, status, and completion information to management regarding all assigned incidents, requests, and projects

What You Will Bring

• Excellent time-management, planning and interpersonal skills.
• Ability to interface with faculty, staff, students, and administrators courteously, effectively, and professionally in a non-confrontational manner.
• Effectively manage scope and customer expectations on individual assignments.
• Must be available for flexible coverage for special events or emergencies
• The ability to work cooperatively as part of a team and with people of varying levels of expertise is required.
• Superior verbal and written skills, encompassing complete understanding on the English language with exceptional communication skills.
• PC Troubleshooting and Support (Windows 10, OSX) experience
• Must be self-motivated, detail-oriented, and able to take initiative to resolve problems and meet deadlines in a fast-paced environment.
• A+ Certification, CCNA desired
• Microsoft Applications troubleshooting and support experience, including Office O365
• Mac Troubleshooting and Support experience

What makes #Ellucianlife

• Maternity & Paternity Leave
• Ginger (mental health)
• Comprehensive health coverage: medical, dental, and vision
• Telemedicine
• Professional development opportunities
• Charitable leave – 40 hours/year
• Tuition Reimbursement Assistance
• Wellbeats (virtual fitness classes)
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & Bright Plan - to help you save for the future
• Diversity and inclusion programs which provide access to 11 internal employee resource groups
• Wellness
• Rethink – caregiver support
• Flexible time off