Associate, Support Technician (Windows/Desktop troubleshooting Exp Required, Onsite - Otterbein University, OH)
US-OH-Westerville
United States
Req #: 6388
Type: Full-Time
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Overview: 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. Responsibilities: As an Associate Support Technician, you will play a key role in supporting the institution's technology needs. You will provide front-line technical assistance, troubleshoot complex issues, and implement solutions on-site. In this role, you'll also support classroom, AV and lab technology, assist with large-scale deployments, and provide consultative support and training to end users. You will supervise student workers and will help ensure a high level of customer service across the campus community. Where You Will Make an Impact * Use strong communication and interpersonal skills to create a positive user support experience. * Diagnose, troubleshoot, and resolve technical issues related to computers, software, AV equipment, and classroom technology. * Provide in-person support across campus, ensuring timely and professional responses to user needs. * Support audiovisual (AV) systems in classrooms, meeting spaces, and campus events, including projectors, microphones, displays, and related instructional technologies. * Install, configure, and repair computers, peripherals, and related hardware and software. * Assist with classroom and lab technology maintenance and setup. * Participate in technology rollouts, including computer and laptop deployments. * Test and evaluate new hardware and software for compatibility, efficiency, and reliability. * Respond to client inquiries and escalations with clear communication and effective troubleshooting. * Provide consultative support and basic training to faculty, staff, and students. * Maintain accurate documentation of processes, procedures, and technical solutions. * Deliver customer service consistent with Ellucian's service standards. * Communicate updates and completion details for assigned cases and tasks. What You Will Bring * 1-2 years of technical support experience or equivalent education/skills. * Strong problem-solving abilities with a focus on identifying root causes and resolving issues effectively. * Experience troubleshooting both Windows (10/11) and macOS environments. * Proficiency with Microsoft Office 365 and related applications. * Hands-on experience supporting and troubleshooting audiovisual technologies. * Excellent customer service skills with the ability to engage diverse user groups. * Strong written and verbal communication skills. * Ability to prioritize tasks, manage time effectively, and work in a fast-paced environment. * Capability to work both independently and collaboratively. * Experience with Microsoft Intune is highly desirable. Qualifications: * 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 & BrightPlan - 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) * RethinkCare & 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 #LI-DF1 #LI-Onsite
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