IT Support Technician​/Help Desk Specialist | Hocking College

Position: IT Support Technician / Help Desk Specialist | Hocking College
Location: Nelsonville

This job is with Ellucian, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

About Ellucian

Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,800 customers across 50 countries and serving over 20 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, from 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.

Values Rooted in Purpose

We embrace the power to  lead , the courage to  innovate , and the determination to  grow . At our core, we believe in  humanizing  our approach, recognizing that our people are our greatest strength. With a shared vision of  transformation , we endeavor to shape a brighter future for higher education.

About the Opportunity

This is an hourly position requiring five days a week onsite at Hocking College, with hours from 8:00 AM to 5:00 PM ET.
The IT User Services team is looking for an exceptional  Support Technician  at  Hocking College  in  Nelsonville ,  OH  to work on and support hardware and software issues being experienced by our faculty, staff, student, and community users. The ideal candidate will add value by owning, managing, and resolving problems. You will be critical to the success of the team.
A Support Technician specializes in troubleshooting technical issues for end users. These issues could be either hardware or software related, and it's the Support Technician's job to diagnose where the problem is and implement a solution for the user. A successful Support Technician will be comfortable communicating with users and educating them on systems and services.
This position involves working with other technical support staff and mentoring student workers while maintaining a strong commitment to high-quality customer service. You will also provide consultative support on business operations, academic systems, and AV technologies while contributing to IT service improvement efforts.
Where you will make an impact
Perform advanced troubleshooting and remediation for end-user devices, software, network connectivity, and printing systems using diagnostic tools, both remotely and in person.
Provide technical support for hybrid and remote learning environments, including video conferencing systems, and cloud platforms.
Participate in the deployment and lifecycle management of hardware and software, including imaging, configuration, and decommissioning of institutional assets.
Maintain and support academic computer labs, public workstations, and collaborative learning spaces.
Assist with setup, operation, and maintenance of audiovisual equipment including Crestron, Polycom, document cameras, and digital projectors.
Supervise and mentor student technicians, delegating tasks and ensuring quality of service delivery.
Document, escalate, and resolve support tickets within established SLAs using IT service management (ITSM) tools such as OSTicket or Service Now.
Assist in evaluating new software and hardware for compatibility, efficiency, and security compliance.
Support mobile device management (MDM) and endpoint protection platforms (e.g., Intune, Jamf, Sophos).
Promote cybersecurity awareness and assist in implementing and supporting endpoint security protocols.
Participate in IT on-call rotation and respond to high-priority or sensitive incidents, escalating as appropriate.
Coordinate with…