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Technical Support Specialist

Location: 

Harrison, NY, US

Req ID:  1624
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.

 

 

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 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 systems, including technical assistance and training to system users.

 

  • 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 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 User Services Manager, or when appropriate, the Executive Director.
  • Coordinating activities with the Help Desk and Desktop Support, 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 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’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 Troubleshooting and Support (Windows 7, 8, 10, OSX) experience
  • Microsoft Applications troubleshooting and support experience, including Office 2007-2013 products and O365
  • Mac Troubleshooting and Support experience
  • 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 and leadership skills.
  • Willingness to work as a contributing member of the team including other systems personnel, the operations staff, and the account administrators.
  • Must participate in on-call rotation
  • 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

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: White Plains
Nearest Secondary Market: New York City

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