Support Technician (Helpdesk/Desktop Support - Onsite - Washtenaw Community College)
US-MI-Ann Arbor
United States
Req #: 6065
Type: Full-Time
|
|
||||||||||
|
|||||||||||
Overview: Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,900 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 a 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/assist 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 Canvas) 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 * 2 years full-time work experience (or equivalent) in a customer service capacity, preferably in a computer and user support and training environment. (desired) * 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. * 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) * 2 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) 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
Share this job:
