Support Technician - Pearl River Community College

About the role

Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty, and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners, and user community of more than 45,000 provide best practices leading to greater institutional success and achieving better student outcomes.

Responsibilities

• Provide support to all Ellucian employees and serve as the escalation point of contact to the help desk and Tier 2 teams.
• Expertise with the following: Windows and Mac Operating Systems, Office Suite, Networking, Video Conferencing software, and Audio.
• Maintains awareness of new and emerging technologies and products provided by IT.
• Cook with other departments and business stakeholders on technology deployments, system upgrades, and maintenance outages.
• Communicate maintenance schedules, operational issues, and impacts to IT management and business users.
• Encourage communication of new ideas, solutions, suggestions, and problems.
• Provide feedback regarding IT methodologies, standards, and industry leading practices.
• Research and implement tools and technology that will enhance the way we provide services to our employees.
• Ensures timely resolution/referral of employee’s problems by documenting the impact to the employee and by assigning an appropriate priority and resolution goal.
• Facilities support, including Audio Visual systems

Requirements

Knowledge in the Windows OS and core desktop software configuration
Technical skills designing, documenting, and implementing projects
Solid understanding on mobile devices (iPhone, Android)
Understanding of MacOS, iOS configurations and support
Knowledge of end user applications and hardware including: Microsoft Office, Crowdstrike AV, Cloud based storage platforms, Zoom/Webex Video Conferencing, Dell and laptops