Support Technician - Pearl River Community College

About Ellucian

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.

Ellucian is seeking an experienced Support Technicia professional to join our team supporting Pearl River Community College, providing advanced technical support and serving as a key escalation point for Help Desk and Tier 2 teams. This role will support a broad range of end-user technologies, including Windows and macOS environments, Microsoft Office, mobile devices, networking, video conferencing, audio visual systems, and endpoint management tools.

Working closely with IT teams and campus stakeholders, this position will help ensure timely issue resolution, support technology deployments and system upgrades, improve the overall technology experience, and identify tools and solutions that enhance the delivery of IT services across Pearl River Community College.

• 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. Coordinate 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

• Knowledge in the Windows OS and core desktop software configuration
• Technical skills designing, documenting, and implementing projects
• Ability to triage systems down situations
• Solid understanding on mobile devices (iPhone, Android)
• Understanding of MacOS, iOS configurations and support
• Understanding of the product flow patch management, software distribution/deployment, and imaging technologies (such as IBM Big Fix)
• Knowledge of end user applications and hardware including:
  • Microsoft Office, Crowdstrike AV, Cloud based storage platforms, Zoom/Webex Video Conferencing, Dell and laptops

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & Bright Plan - to help you save for the future
• Parental Leave
• 5 charitable days to support the community that supports us
• Telemedicine
• Wellness
  • Headspace Care (mental health)
  • Wellbeats (virtual fitness classes)
• Rethink Care & Wellthy- caregiver support
• Diversity and inclusion programs which provide access to internal employee resource groups
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  • Education Assistance Program
  • Professional development opportunities
  • Linked In Learning

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