Technical Support Specialist

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 2,700 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.

This is an onsite position at Alverno College.

About the opportunity

As a Technical Support Specialist, you will work to support the technology presence at the institution and perform remedial or complex actions to correct problems using hands-on and remote diagnostic remediation technology and tools. You will guide and collaborate with other technical support staff and/or student workers. You will provide consultative support to department managers and end users directly related to software and hardware systems, including technical assistance and training to users.

Where you will make an impact

• Supporting major computer system and laptop deployments, and similar projects (Windows, and Mac).
• Coordination of software and hardware installations with affected end user departments while mentoring other technical support staff and/or student workers
• 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 weekly regarding all assigned incidents, requests, and projects
• Providing regular updates to support tickets within the work queue with frequency depending on priority level.
• Escalating all high priority or sensitive customer requests/concerns to the Executive Director, or when appropriate, the CIO.
• Coordinating activities with the Help Desk, System Administrators, 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 end users directly related to general business operations, software systems, technical assistance, and training to system users.
• Producing relevant documentation surrounding operational processes and process improvement.

What you will bring

• Associate’s degree or equivalent from two-year college or technical school; or three to five years related experience and/or training; or equivalent combination of education and experience; Bachelor’s Degree preferred
• PC /Mac troubleshooting and support (Windows 7, 10, Mac OSX,) experience
• Microsoft Application Suite troubleshooting and support experience, including Office 2016-2019 and Office365 products
• 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.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• High degree of creativity with a “can-do” attitude; display high degree of professionalism.
• Must participate in on-call rotation

• Knowledge and experience with Microsoft SCCM, Active Directory/ADFS, Service Now or equivalent help desk ticketing system.
• Experience with MS Teams and Office365 are highly desirable.
• MS Teams Voice Support a plus.

What makes #Ellucianlife

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• 401k & Bright Plan - to help you save for the future
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 5 charitable days to support the community that supports us
• Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
• Parental leave
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  • Tuition Reimbursement Assistance
  • Professional development opportunities

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