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Senior Technical Support Specialist

Location: 

Las Vegas, NV, US

Req ID:  1544
Level of experience:  Mid-Career
Remote:  No
Travel Required:  25%-50%

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.

 

 

 

Overview:

The Senior Technical Support Specialist – Lab Coordinator primarily supervises the part time staff (hiring, scheduling, mentoring, etc.), supporting IT needs within the CSN computer labs, and providing IT support across multiple sites throughout CSN. This position is a part of the Office of Technology Services, User Services team which provides first class IT support and customer service to CSN stakeholders. The ideal candidate would have a deep commitment to our department values which include teamwork, collaboration, attention to detail, along with a fun and positive demeanor.

Position Responsibilities:

  • Hiring, training, mentoring, scheduling, and supervision of Computer Lab Assistants
  • Utilizes various tools to ensure the computer labs meet the needs of the College
  • Coordinates with Centers for Academic Success to improve partnership and academic success in labs
  • Coordinates lab scheduling for events
  • Coordinates with other IT Depts to ensure proper hardware and software is implemented and used properly in the computer labs, and to identify process improvements
  • Supports technology and applications that are used in the computer labs
  • Provides support to faculty, staff, and students across CSN. Utilizes an existing ticketing system (Service Now) to create, prioritize and track computer lab issues and requests.
  • Communicate with supervisors and other stakeholders
  • Troubleshoot a broad range of hardware and software issues.
  • Supporting computers and peripherals in a networked, domain joined environment
  • Utilizes SCCM/JAMF to create, deploy system images and software packages
  • Development and maintenance of training materials
  • 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
  • Travel between campuses is required
  • Performs other duties as assigne

Required Qualifications:

  • Associate degree in Computer Science, Information Technology, or related field, or an equivalent combination of experience, education, and training
  • 4+ years of related work experience
  • 2+ years supervising part time staff
  • 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 – travel between campuses is required

Preferred Qualifications:

  • Experience in a higher education environment
  • Familiarity with ITIL
  • Related Industry Certifications

 

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: Las Vegas

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