About the opportunity

As a Senior Technical Support Specialist, you will work to support the technology presence at the institution to recommend or perform complex and remedial actions to correct problems using various techniques. You will guide and collaborate with other technical support staff, student workers, and other peers to provide the best outcomes/ customer support. 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. You will roll up your sleeves and lend a hand with tasks that arise that can impact or bring benefit to the team and client. This includes tasks beyond the technical scope such as striving to maintain a clean and organized workplace, lending a hand where needed on less technical tasks such as deliveries, inventory entry and retirement of end-of-life gear etc.

Where you will make an impact

• Testing/evaluating hardware/software to determine efficiency, reliability, added value and compatibility with existing technologies and future solutions.
• Maintaining the highest level of customer service as set forth by the Ellucian general competencies.
• Responding to all customer requests/concerns in a timely and professional manner, escalating all high priority or sensitive matters to User Services Manager

• Properly delegating appropriate work to student technicians based on need and workload as well as initiating training/mentoring opportunities.
• Recommending or performing complex actions to correct problems using remote diagnostic, remediation technology and various tools to install, modify, or make repairs to computer hardware and/or software.
• Supervising and supporting major computer system and laptop deployments, and similar projects.
• Coordinating with affected end user departments while mentoring other technical support staff/student workers and collaborating with others to achieve positive lasting results.
• Support enterprise Video Conferencing solutions. This includes interfacing with the clinical system to add rooms, update functionality in existing rooms, remotely monitor and manage facilities and live multi-site conferences.
• Understanding and ability to utilize a variety of video conferencing technologies including on premise and cloud based.
• Coordinating activities with the Help Desk and Desktop Support, Network Services, Enterprise Application Services, and other team members.
• Contributing to development of yearly learning plan and complete plan as instructed by supervisor. Initiate self-motivation to grow your skills and knowledge on a regular basis.
• 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.
• Complete daily systems check and ensure computer labs across campus are fully operational.
• Support hybrid learning classroom technology along with lecture capture and teleconferencing applications.
• Recommend additional equipment or services as appropriate and based on need or customer request.
• Perform other duties as required.

What you will bring

• Associate’s degree or equivalent from two-year college or technical school; or three to five years related experience and/or training; or equivalent combination of education and experience; Bachelor’s Degree preferred.
• Programmable room control systems experience. (Crestron, AMX, etc.)
• Experience managing media systems and services (PA’s, Projectors, Document cameras).
• Demonstrated experience with Video Conferencing technology and integrations.
• Must have good audio and visual acuity for viewing video and still images, manual dexterity, and work sedentary.
• Enterprise level troubleshooting and support capability for computers (Windows 7, 8, 10, macOS), printers, mobile devices and networks.
• Microsoft Applications troubleshooting and support experience, including Office 2007-2016 products and O365.
• SCCM experience, specifically for application management, software update scheduling, and client configurations.
• Active Directory and Group Policy management experience.
• Superior verbal and written skills. Must have the ability to interface and work effectively with end-users, gain their confidence, understand their technical and operational needs, and translate them into viable technical solutions.
• 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.

What makes #Ellucianlife

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• 401k & Bright Plan - to help you save for the future
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 5 charitable days to support the community that supports us
• Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
• Parental leave
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  • Tuition Reimbursement Assistance
  • Professional development opportunities

#LI-JW1

#Onsite