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Technical Support Specialist

Location: 

Las Vegas, NV, US

Req ID:  1978
Level of experience:  Mid-Career
Remote:  No
Travel Required:  0%-25%

Employee Type:  Full - Time 

 

 

 

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.

 

 

 

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

 

Position Responsibilities: 

  • Troubleshoot a broad range of Windows and Apple hardware and software 

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

  • Supporting Office 365 

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

  • Personal ticket queue management, prioritizing support tickets as needed 

  • Serves as an escalation point for less senior technicians 

  • Mentoring and training of less senior technicians 

  • Development and maintenance of training materials 

  • Assist with a variety of projects 

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

  • Active Directory users, computers and printer object 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 Qualifications: 

  • 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) 

  • General understanding 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 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 CSN Campuses is required 

 

Preferred Qualifications: 

  • Experience in a higher education environment 

  • Familiarity with SCCM and JAMF  

  • Familiarity with ITIL 

  • Related Industry Certifications 

 

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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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