Ellucian
Associate Support Technician
🇺🇸 Reston, VA
🕑 Full-Time
💰 TBD
💻 Customer Support
🗓️ April 23rd, 2025
SaaS
Edtech.com's Summary
Ellucian is hiring an Associate Support Technician. The role involves providing support to all Ellucian employees, serving as the escalation point for help desk and Tier 2 teams, and ensuring timely resolution of issues. Key tasks include coordination of technology deployments, maintaining awareness of new technologies, and facilitating support, including audio-visual systems.
Highlights
Highlights
- Provide support for Ellucian employees and coordinate with various departments on technology needs and deployments.
- Expertise in Windows OS, Mac Systems, Outlook, and video conferencing technologies.
- Identify opportunities for service and technology improvement.
- 1-3 years of experience in a similar role with knowledge of desktop configuration and mobile devices.
- Comprehensive health coverage and flexible time off.
- 401k with match, Thrive Flex Lifestyle Account, and parental leave.
- Diversity and inclusion programs, and employee referral bonuses.
- Learning culture with education assistance and professional development opportunities.
Associate Support Technician Full Description
Associate Support Technician (ONSITE - Reston, VA)
- 2003 Edmund Halley Drive, Reston, Virginia, US, 20191
- Information Technology/Security
- 5902
- Up to 25%
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
We are seeking to hire an Associate IT Support Engineer who will be an agent of the IT Department in supporting end users in their use of office technology. This can include desktop and laptop hardware, software and shared technology. A successful Associate IT Support Engineer is capable of working within department policies and procedures and able to identify opportunities for improvement in services and technology.
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
We are seeking to hire an Associate IT Support Engineer who will be an agent of the IT Department in supporting end users in their use of office technology. This can include desktop and laptop hardware, software and shared technology. A successful Associate IT Support Engineer is capable of working within department policies and procedures and able to identify opportunities for improvement in services and technology.
Where you will make an impact
- Provide support to all Ellucian employees and serve as the escalation point of contact to the help desk and Tier 2 teams.
- Expertise with the following: Windows desktop Operating Systems, Outlook, Network, MAC Systems, Video Conferencing, and Audio.
- Maintains awareness of new and emerging technologies and products provided by IT.
- Coordinate with other departments and business stakeholders on technology deployments, system upgrades and maintenance outages.
- Communicate maintenance schedules, operational issues and impacts to IT management and business users.
- Encourage communication of new ideas, solutions, suggestions and problems.
- Provide feedback regarding IT methodologies, standards and industry leading practices.
- Research and implement tools and technology that will enhance the way we provide services to our employees.
- Ensures timely resolution/referral of employee’s problems by documenting the impact to the employee and by assigning an appropriate priority and resolution goal.
- Facilities support, including audio-visual systems.
What you will bring
- 1-3 years experience in a similar role
- Knowledge of the Windows OS and core desktop software configuration.
- Technical skills in designing, documenting and implementing projects.
- Ability to triage systems down situations.
- Solid understanding of mobile devices (iPhone, Android.)
- Understanding of Mac iOS configurations and support.
- Understanding of the product flow patch management, software distribution/deployment and imaging technologies such as WorkspaceONE, IBM BigFix etc.
- Knowledge of end-user applications and hardware including:
- Microsoft Office, Crowdstrike AV, Cloud-based storage platforms, Zoom Video Conferencing, Dell and Apple laptops
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-HYBRID
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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