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User Services Specialist


Miami Gardens, FL, US

Req ID:  1938
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 User Services Specialist provides tier one, tier two, and tier three technical support for all constituencies at St. Thomas University. The Office of Information Technology, User Services team provides first class IT support and customer service to faculty, staff, and students. We ensure that all customers within the University 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
  • Ticket queue management, prioritizing and assigning support tickets as needed
  • Development and maintenance of training materials
  • Collaborates with other team members to identify and implement process improvements
  • Handles escalated customer issues
  • 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:

  • Associates Degree or higher in Computer Science, Information Technology, or related field, or an equivalent combination of experience, education, and training
  • 4+ 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 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 University
  • Ability to move equipment weighing up to 50 lbs. to locations throughout the University
  • Reliable transportation


Preferred Qualifications:

  • Experience in a higher education environment
  • Experience with learning management systems (Canvas)
  • 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: Miami

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