Support Technician (Onsite @ Oakwood University)

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.

The Support Technician position provides tier one and tier two support, for Oakwood University. The Office of Information Technology, Technical Services team provides first-class IT support and customer service to faculty, staff, and students. We strive to provide Oakwood University with professional and courteous service for all IT related needs.

Where you will make an impact

• Troubleshoot a broad range of Windows and Apple hardware and software.
• Supporting computers and peripherals in a networked, domain-joined environment.
• Supporting Office 365.
• Utilizes GPO/SCCM/PDQ/WDS to deploy system images and software packages.
• Configures and deploy, computers, laptops and tablets.
• Personal ticket queue management, prioritizing support tickets as needed.
• Serves as an escalation point for student workers.
• Coordinate activities with other OIT team members.
• Development and maintenance of training materials.
• Assist Network Administrator with a variety of projects.
• Collaborate with other team members to identify and implement process improvements.
• Active Directory users, computers and printer object management.
• Completes, maintains, and processes pertinent paperwork and records.
• Maintain inventory of all end user IT equipment.
• Keeps abreast of industry trends and issues.
• Work hours may include night, weekends, and holidays.

What you will bring

• Background in Computer Science, Information Technology, or related field, or an equivalent combination of experience, education, and training.
• 2+ years of related work experience.
• Excellent customer service skills.
• Previous experience with a service desk platform (Service Now.) 
• General understanding of networking principles/troubleshooting.
• Advanced knowledge troubleshooting Windows and Apple computers (both hardware and software.) 
• Strong mentoring and training skills.
• Excellent oral, written, and interpersonal communication and presentation skills.
• Ability to multitask in a fast-paced environment.
• Ability to position self to maintain equipment in various locations, including under desks.
• Ability to transverse to various locations throughout the College.
• Ability to move equipment weighing up to 50 lbs. to locations throughout the College.
• Reliable transportation - This is an onsite position.
• Experience in a higher education environment.
• Familiarity with Entra, Intune, PDQ Deploy, and WDS.
• Familiarity with ITIL and ADKAR.
• Related Industry Certifications.

• 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

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