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Technical Support Specialist (Desktop, Mac OS Emphasis)


Ann Arbor, MI, US

Req ID:  1343
Level of experience:  Mid-Career
Remote:  No
Travel Required:  0%-25%

Employee Type:  Full - Time 




Ellucian designs technology that powers the educational mission of colleges and universities around the world. Inspired by that goal, Ellucian employees thrive as part of a high-performing global team committed to delivering a modern, connected, industry-leading experience for today’s students and higher education institutions. More than 2,500 institutions in 50 countries around the world look to Ellucian for the ideas and insights that will move education forward, helping people everywhere discover their futures through learning.



The Technical Support Specialist, provides tier-one, tier-two, and tier-three technical support, at multiple sites for the College. The User Services team provides first class IT support and customer service to faculty, staff, and students. We ensure that all members within the IT organization and all College stakeholders are receiving professional and courteous interactions.  

This position reports to the User Services Director. 

The successful candidate will:  


  • Troubleshoot a broad range of Apple hardware and software 

  • Supporting computers and peripherals in a networked, domain joined environment 

  • Supporting Office 365 

  • Utilizes SCCM/JAMF to create, update, deploy system images and software packages 

  • Ticket queue management, prioritizing and assigning support tickets as needed 

  • Mentoring and training of other team members 

  • Development and maintenance of training materials 

  • Provides direction and assigns daily tasks to other team members 

  • Collaborates with other team members to identify and implement process improvements 

  • Handles escalated customer issues 

  • Active Directory users, computers and printer object management 

  • Project management 

  • Completes, maintains, and processes pertinent paperwork and records 

  • Keeps abreast of industry trends and issues 

  • Work hours may include night, weekends, and holidays 

  • Performs other duties as assigned 


Required Education, Skills & Experience:

  • Associate’s Degree in Computer Science, Information Technology, or related field, or an equivalent combination of experience, education, and training 

  • 2+ years of related work experience 

  • Excellent customer service skills 

  • Previous experience with a service desk platform (Service Now) 

  • Strong knowledge of networking principles/troubleshooting 

  • Advanced knowledge troubleshooting Windows and Apple computers (both hardware and software) 

  • Strong mentoring and training skills 

  • Excellent oral, written, and interpersonal communication and presentation skills 

  • Ability to manage a wide variety of IT related projects 

  • Ability to multitask in a fast-paced environment 

  • Ability to position self to maintain equipment in various locations, including under desks 

  • Ability to transverse to various locations throughout the College 

  • Ability to move equipment weighing up to 50 lbs. to locations throughout the College 

  • Reliable transportation – occasional travel to other campuses is required 

Preferred Qualifications: 

  • Experience in a higher education environment 

  • Familiarity with ITIL 

  • Related Industry Certification



Ellucian provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Ellucian complies with all laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  Ellucian expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Ellucian employees to perform their job duties may result in discipline up to and including discharge.

Nearest Major Market: Ann Arbor
Nearest Secondary Market: Detroit

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