Technical Support Specialist

• 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.
• Escalating all high priority or sensitive customer requests/concerns to the User Services Manager, or when appropriate, the Executive Director.
• Coordinating activities with the Help Desk and Desktop 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 surrounding operational processes and process improvement.

• At least 3 years years related experience and/or training; or equivalent combination of education and experience.
• PC Troubleshooting and Support (Windows 7, 8, 10, OSX) experience.
• Microsoft Applications troubleshooting and support experience, including Office 2013-2019 products and O365.
• Mac Troubleshooting and Support experience.
• 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 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, and the account administrators.
• Must participate in on-call rotation.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Excellent time-management, planning and interpersonal skills.
• Effectively manage scope and customer expectations on individual assignments.
• A+ Certification, ITIL Certification

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & Bright Plan - to help you save for the future
• Maternity & Paternity Leave
• Charitable leave – 40 hours/year
• Telemedicine
• Wellness
  
  • Ginger (mental health)
  • Wellbeats (virtual fitness classes)
• Rethink & Wellthy– caregiver support
• Diversity and inclusion programs which provide access to internal employee resource groups
• Tuition Reimbursement Assistance
• Professional development opportunities

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