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Technical Support Specialist

Location: 

Prairie View, TX, US

Req ID:  1890
Level of experience:  Mid-Career
Remote:  No
Travel Required:  None

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.

Essential Duties & Responsibilities:

 

Technical Support Specialist will work to support all technology platforms (desktop, mobile, wireless) at the institution and perform remedial or complex actions to correct problems using hands-on and remote diagnostic remediation technology and tools.  You will guide and collaborate with other technical support staff and/or student workers.  You will provide consultative support to students, faculty, and staff directly related to software and hardware systems, including technical assistance and basic Windows usage training to users.

 

  • Supporting major computer system and laptop deployments, and similar projects (Windows and Mac).
  • Supporting major media systems, classroom technology, and similar projects (PA Systems, Projectors, Document Cameras, Video Players, etc.)
  • Responding in a timely fashion to client inquiries and escalated issues concerning operation of PCs and desktop systems.
  • Maintaining the highest level of customer service as set forth by Ellucian general competencies.
  • Providing updates, status and completion information to management weekly regarding all assigned incidents, requests, and projects
  • Providing regular updates to support tickets within a work queue with frequency depending on priority level.
  • Escalating all high priority or sensitive customer requests/concerns to the End User Services Manager, Technical Director, or when appropriate, the CIO.
  • Coordinating activities with the Help Desk, System Administrators, Network Services, Enterprise Application Services and other team members.
  • Providing consultative support to end users directly related to general university operations, software systems, technical assistance and training to system users.
  • Producing relevant documentation surrounding operational processes and process improvement.

 

Required Skills / Knowledge / Experience:

 

  • Associate’s degree or equivalent from two-year college or technical school; or one to three years related experience and/or training; or equivalent combination of education and experience; Bachelor’s Degree preferred
  • PC /Mac troubleshooting and support, Windows experience required, (Mac OSX, and ChromeOS) a requirement
  • Media systems troubleshooting and support (PA Systems, Projectors, Document Cameras, Cabling, Video Players) experience
  • Microsoft Application Suite troubleshooting and support experience, including Office 2007-2016 and Office365 products
  • 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.
  • High degree of creativity with a “can-do” attitude; display high degree of professionalism.

 

Desired Skills / Knowledge / Experience:

 

  • Knowledge and experience with Microsoft systems imaging and support tools, KACE, FileWave, Active Directory/ADFS, and Service Now (SNOW) or equivalent help desk ticketing system.
  • Experience managing media systems and services (PA’s, Projectors, Document cameras), highly desirable.

 

#LI-CW1

 

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: Houston

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