Support Technician (Tougaloo 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 provides best practices leading to greater institutional success and achieving better student outcomes.

As a Support Technician at Tougaloo College, you will work to support the technology presence at the institution to recommend or perform complex or remedial actions to correct problems using remote diagnostic and remediation technology and tools, or at user locations. You will guide and may supervise other technical support staff and/or student workers. You will provide consultative support to department managers and end-users directly related to the general business operations, software systems, including technical assistance and training to system users. Provides technical support to faculty, staff, and students by troubleshooting hardware, software, network, and other technology-related issues. Assists with computer setup, maintenance, user accounts, system access, and IT equipment while ensuring timely resolution of support requests and maintaining a reliable technology environment across campus.

Responsibilities

• Recommending or performing 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 and/or software.
• Supervising and supporting major computer system and laptop deployments, and similar projects.
• Controlling coordination with affected end user departments while mentoring other technical support staff and/or student workers.
• Testing and evaluating specified software packages, proposed hardware and software to determine efficiency, reliability, and compatibility with existing computer systems, peripherals and the network.
• Responding in a timely fashion to client inquiries and escalated issues concerning operation of client-owned assets.
• Maintaining the highest level of customer service as set forth by the Ellucian general competencies.
• Providing updates, status and completion information to management regarding all assigned incidents, requests, and projects.
• Providing regular updates to tickets within the work queue with frequency depending on priority level.
• Coordinating activities with the Help Desk, Faculty Support, Network Services, Enterprise Application Services and other team members.
• Properly delegating appropriate work to student technicians based on need and workload.
• Contributing to development of yearly learning plan and complete plan as instructed by supervisor.
• Providing consultative support to management and end users directly related to general business operations, software systems, technical assistance and training to system users.
• Producing relevant documentation for operational processes and process improvement.

Requirements

• Excellent work ethic and sense of personal accountability.
• PC Troubleshooting and Support experience.
• Microsoft Applications troubleshooting and support experience, including O365.
• Mac Troubleshooting and Support experience.
• Experience in an enterprise print management operation with emphasis on printer setup and troubleshooting.
• Ability to work effectively with end-users, gain 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.
• Strong organizational and leadership skills.
• Willingness to work as a contributing member of the team including other systems personnel, the operations staff,