Support Technician
Together we are powering the future of Higher Education:
Here at Ellucian, we are motivated by a mission the power of education to transform lives and change the world.
We are the global market leader in EdTech for Higher Education, serving more than 2,900 customers and reaching over 22 million students in 50
countries.
We are dedicated to helping Higher Ed thrive by transforming their institutions to agile, digitally connected campuses that enable student success.
About the Opportunity:
As a Help Desk Support Technician, you will work to support the technology presence at Washtenaw Community College 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 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.
Under supervision of the Help Desk Manager, this position has primary responsibility for providing quality IT support with a high degree of customer satisfaction, technical expertise, and timeliness.
Where you will make an impact Ticket queue management (Service Now & KACE), prioritizing and assigning support tickets as needed of all phone, Email, and in-person faculty and staff technical issues for computers, printing, software, and students course management software (currently Blackboard) issues.
Ownership in providing timely and accurate solutions, while escalating and documenting through the ticket systems.
Providing regular updates to tickets within the work queue with frequency depending on priority level.
Mentoring and training of other team members Ownership in keeping track of trends in help desk support tickets and notifying the appropriate supervisor/director of emerging problems to facilitate quick resolution.
Assisting in the resolution of user and support issues throughout the college.
Acquiring and maintaining knowledge of relevant product offerings, current support policies and methods of support delivery, in order to provide technically accurate solutions to users.
Enhance and develop quality support methods and communication skills.
Escalating all high priority or sensitive customer requests/concerns to the appropriate IT leader.
Maintaining the appropriate level of communication in the event of an emergency or an issue that affects a large population.
Using help desk software, including AD Users and Computers, KACE to research users, software, and hardware for tickets or projects Using technology, i.
e.
remote assistance (Zoom, DameWare), in helping users resolve their issues.
Installing, configuring and troubleshooting supported operating systems and software on College owned equipment Providing technical support via the phone, Email, and in person.
Monitoring/answering the phone queues and follow established processes regarding logging in/out of the phone and recording calls.
Multitasking in a fast-paced environment.
Assisting User Services staff with inventory management and lab computer deployments.
Other duties as assigned.
What you will bring Excellent verbal and written communication skills Strong customer service orientation with excellent interpersonal skills.
Excellent problem-solving skills Extensive knowledge of current Windows operating system.
Working knowledge of Microsoft Office Ability to crawl under desk or lift up to 50lbs.
Associates degree in related field (desired) Experience with Service Now or other Help Desk ticketing solutions (desired) Experience with remote control/assistance tools (desired) Working knowledge of Macintosh operating systems (desired) Two years full-time work experience (or equivalent) in a customer service capacity, preferably in a computer and user support and training environment.
(desired) Proficient use of IT software, including Active Directory Users and Computers (desired) What makes #Ellucianlife:
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 #LI-PK1 #LI-Onsite Recommended Skills Coaching And Mentoring Communication Customer Satisfaction Customer Service Help Desk Interpersonal Skills Estimated Salary: $20 to $28 per hour based on qualifications.
Here at Ellucian, we are motivated by a mission the power of education to transform lives and change the world.
We are the global market leader in EdTech for Higher Education, serving more than 2,900 customers and reaching over 22 million students in 50
countries.
We are dedicated to helping Higher Ed thrive by transforming their institutions to agile, digitally connected campuses that enable student success.
About the Opportunity:
As a Help Desk Support Technician, you will work to support the technology presence at Washtenaw Community College 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 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.
Under supervision of the Help Desk Manager, this position has primary responsibility for providing quality IT support with a high degree of customer satisfaction, technical expertise, and timeliness.
Where you will make an impact Ticket queue management (Service Now & KACE), prioritizing and assigning support tickets as needed of all phone, Email, and in-person faculty and staff technical issues for computers, printing, software, and students course management software (currently Blackboard) issues.
Ownership in providing timely and accurate solutions, while escalating and documenting through the ticket systems.
Providing regular updates to tickets within the work queue with frequency depending on priority level.
Mentoring and training of other team members Ownership in keeping track of trends in help desk support tickets and notifying the appropriate supervisor/director of emerging problems to facilitate quick resolution.
Assisting in the resolution of user and support issues throughout the college.
Acquiring and maintaining knowledge of relevant product offerings, current support policies and methods of support delivery, in order to provide technically accurate solutions to users.
Enhance and develop quality support methods and communication skills.
Escalating all high priority or sensitive customer requests/concerns to the appropriate IT leader.
Maintaining the appropriate level of communication in the event of an emergency or an issue that affects a large population.
Using help desk software, including AD Users and Computers, KACE to research users, software, and hardware for tickets or projects Using technology, i.
e.
remote assistance (Zoom, DameWare), in helping users resolve their issues.
Installing, configuring and troubleshooting supported operating systems and software on College owned equipment Providing technical support via the phone, Email, and in person.
Monitoring/answering the phone queues and follow established processes regarding logging in/out of the phone and recording calls.
Multitasking in a fast-paced environment.
Assisting User Services staff with inventory management and lab computer deployments.
Other duties as assigned.
What you will bring Excellent verbal and written communication skills Strong customer service orientation with excellent interpersonal skills.
Excellent problem-solving skills Extensive knowledge of current Windows operating system.
Working knowledge of Microsoft Office Ability to crawl under desk or lift up to 50lbs.
Associates degree in related field (desired) Experience with Service Now or other Help Desk ticketing solutions (desired) Experience with remote control/assistance tools (desired) Working knowledge of Macintosh operating systems (desired) Two years full-time work experience (or equivalent) in a customer service capacity, preferably in a computer and user support and training environment.
(desired) Proficient use of IT software, including Active Directory Users and Computers (desired) What makes #Ellucianlife:
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 #LI-PK1 #LI-Onsite Recommended Skills Coaching And Mentoring Communication Customer Satisfaction Customer Service Help Desk Interpersonal Skills Estimated Salary: $20 to $28 per hour based on qualifications.
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