Ellucian
Support Technician
🇺🇸 Plainview, TX
🕑 Full-Time
💰 TBD
💻 Information Technology
🗓️ January 31st, 2025
Intune
ITIL
SaaS
Edtech.com's Summary
Ellucian is hiring a Support Technician. The role involves supporting the technology presence at Wayland Baptist University, conducting complex problem-solving actions, and providing technical assistance and training to system users. Responsibilities also include supervising support staff, coordinating with affected departments, and maintaining customer service standards.
Highlights
- Recommend or perform complex actions to resolve problems using diagnostic tools.
- Experience in mobile device management, especially Microsoft InTune.
- Supervise and support major computer system and laptop deployments.
- Compensation includes comprehensive health coverage and 401k with match.
- Requires proficiency in Microsoft applications and PC/Mac support.
- Ability to manage scope and customer expectations effectively.
- A+ Certification, ITIL Certification preferred.
- Professional development opportunities available.
- Assists with audiovisual equipment requests and maintenance.
- Produces documentation for operational processes improvement.
Support Technician Full Description
Support Technician
1900 W 7th St, Plainview, Texas, US, 79072
Services
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 Technical Support Specialist on-site at Wayland Baptist University, 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 and phone systems, including technical assistance and training to system users.
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 Technical Support Specialist on-site at Wayland Baptist University, 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 and phone 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 computers in academic labs and public spaces.
- Assisting with requests for audiovisual equipment including scheduling and setup.
- Assisting with service and maintenance of audiovisual equipment as needed.
- 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.
- Escalating all high priority or sensitive customer requests/concerns to the Director of Technical Services, or when appropriate, the CIO.
- Coordinating activities with 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 surrounding operational processes and process improvement.
What you will bring
- Mobile device management experience (Microsoft InTune preferred.)
- Experience with Remote Software Packaging and Deployment for PCs and Macs.
- PC and Mac troubleshooting and support experience.
- Microsoft applications troubleshooting and support experience, including Office products and M365.
- 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 skills.
- Willingness to work as a contributing member of the team including all on-site and off-site resources.
- 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 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-PK1
#LI-onsite
At Ellucian, we believe in the “power of together.” We embrace an inclusive, diverse, and equitable 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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