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Technical Support Specialist

Location: 

Dover, DE, US

Req ID:  2009
Level of experience:  Mid-Career
Remote:  No
Travel Required:  None

At Ellucian, we’re motivated by a mission. Higher education is facing profound change. Shifting demographics and cultural perceptions, combined with declining support and rising expectations, are forcing colleges to do more with less. That’s where we come in. As true believers in the power of education to transform lives, we’re dedicated to helping all our customers thrive—not just survive—in these challenging times by transforming their institutions from the traditional paper-based colleges of yesterday to the agile, connected campuses of today. From cloud solutions built on world-class infrastructure to powerful analytics that drive successful planning, we lead the industry in building enterprise-class solutions tailored to institutions around the world.

 

Our passion and commitment for learning and continuous improvement drive us internally, too. From professional development to flexibility and work-life balance, we give our global employees the tools they need to succeed so we can all grow together.

 

As a Technical Support Specialist, 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 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.

 

  • Provide Tier 1 and Tier 2 Service Desk support related to the virtual and physical desktops of university faculty and staff
  • Provide Microsoft Office and Office 365 issue resolution and access to the university community.
  • Establish and/or maintain user accounts.
  • Provide Phone system maintenance and support in a VoIP environment.   Ensure the phones and phones system are working properly and address client issues as they arise.
  • Provide classroom support and address technical needs and requirements – both hardware, software, audio/visual, and other media requests.
  • Support security standards and policies (anti-virus/anti-spam/firewall/patching/data security best practices).
  • Implement desktop standards and best practices used throughout the unit and contribute to the development of the Service Desk support strategy.
  • Provide technical guidance and advanced training to others upon request; may train or supervise lower level staff 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 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 via the Service NOW ticketing system.
  • 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 Technical Services Director (TD), or when appropriate, the Chief Information Officer (CIO).
  • Coordinating activities with the 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.

 

 

 

 

Position Requirements:

 

  • Associate 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 Imaging, Configuration, Troubleshooting and Support (Windows 10, OSX) experience.
  • Microsoft Applications troubleshooting and support experience, including Office 2013-2016 as well as Office 365 products
  • Support of Outlook, MS Office 365, PC Encryption software, Printers, PCs, Mac, Mobile Devices and other IT supported devices, repair and maintenance and all Ellucian specific applications.
  • In addition, the Technical Support Specialist will be required to provide service and support for the following:  desktop, and the VoIP Phone system, various enterprise and departmental applications, Telecomm Services.
  • Remote user support including - VPN installation and configuration
  • Testing new releases of software, Operating Systems, hardware, and peripherals.
  • Knowledge in PC support tools (i.e. SCCM,). PowerShell a plus.
  • Working knowledge Audio Visual and Video teleconferencing (Crestron a plus)
  • Mac Troubleshooting and Support experience
  • 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 and leadership skills.
  • Willingness to work as a contributing member of the team including other systems personnel, the operations staff, and the account administrators.
  • Provide support status updates and process changes to remote IT team
  • 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
  • Prior experience with PC Imaging (SCCM)
  • Prior experience with Active Directory.
  • Basic Understanding of networking (TCP/IP)
  • LAN Troubleshooting

 

 

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: Delaware
Nearest Secondary Market: Dover

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