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Technical Support Specialist

Location: 

University Center, MI, US

Req ID:  1445
Level of experience:  Entry-Level
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.

 

 

The successful candidate will add value by:
•    Recommend or perform 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, audio visual equipment and/or software.
•    Supervise and support major computer system and laptop deployments, projects.
•    Act as the subject matter expert for all audio/visual equipment and support and participate in the long term
plnanin efforts for this environment.
•    Control coordination with affected
end user departments while mentoring other technical support staff and/or student workers
•    Provide technical and customer service training for OIT student workers
•    Dispatch and management of OIT student workers
•    Responsible for coordination and planning of large College events requiring A/V support.
•    Test and evaluate specified software packages proposed hardware and software to determine efficiency, reliability, and compatibility with existing computer systems, peripherals
and the network.
•    Respond in a timely fashion to client inquiries and escalated issues concerning
operation of client owned assets as outlined by Ellucian’s contract.
•    Maintain the highest level of service as set forth by the Ellucian general competencies.
•    Provide updates, status and completion information to User Services Manager regarding all assigned incidents, requests, and projects
•    Provide regular updates to tickets within the work queue with
frequency depending on priority level.
•    Escalate all high priority or sensitive customer requests/concerns to User Services Manager and, when appropriate, CIO.
•    Coordinate activities with Help Desk, Network Services, and other team members.
•    Properly delegate appropriate work to student technicians based on need and workload.
•    Contribute to
development of yearly learning plan and completes plan as instructed by User Services Manager.
•    Provides consultative support to User Services Manager and
end users directly related to general business operations, software systems, technical assistance and training to system users.
•    Produce 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 two to four years related experience and/or training; or equivalent combination of education and experience. 
•    PC/Mac Troubleshooting and Support (Windows XP & 7, OSX)
•    Printer Troubleshooting and Support
•    Customer Service Experience


Desired Skills/Knowledge/Experience:
•    ITIL Certification
•    PC/Mac and Printer Troubleshooting and Support (Windows 7, 10 & OS X)
•    Experience with Extron, Crestron, or other AV control system

 

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: Detroit

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