Ellucian Technical Support Specialist in Gulfport, Mississippi
Technical Support Specialist
# of Openings per Req:
Recommending or performing complex actions to correct problems using remote diagnostic, remediation technology and tools or at user locations to install, modify, or make repairs to computer hardware and/or software.
Supervising and supporting major computer system and laptop deployments, and similar projects.
Responding in a timely fashion to client inquiries and escalated issues concerning operation of client-owned assets
Providing updates, status and completion information to management regarding all assigned incidents, requests, and projects
Providing regular updates to tickets within the work queue with frequency depending on priority level.
Escalating all high priority or sensitive customer requests/concerns to the Technical Director, or when appropriate, the CIO.
Controlling coordination with affected end user departments
Testing and evaluating specified software packages, proposed hardware and software to determine efficiency, reliability, and compatibility with existing computer systems, peripherals and the network.
May provide assistance with entry-level network tasks such as network account maintenance, and activation of data jacks.
Responsible for handling higher-level projects including: coordination of in-person registration setup and breakdown, project planning and coordinating with other individuals for project completion and/or progress reporting.
Maintaining the highest level of customer service as set forth by the Ellucian general competencies.
Contributing to development of yearly learning plan and complete plan as instructed by supervisor.
Coordinating activities with the Help Desk and Desktop Support, Network Services, Enterprise Application Services and other team members.
Properly delegating appropriate work to student technicians based on need and workload.
Producing relevant documentation surrounding operational processes and process improvement.
Auto req ID:
Job Posting Location(s):
US-MS-Gautier, US-MS-Gulfport, US-MS-Jackson, US-MS-Perkinston, US-MS-Poplarville
Associate’s degree or equivalent from two-year college or technical school; or four to six years related experience and/or training; or equivalent combination of education and experience; Bachelor’s Degree preferred
PC Troubleshooting and Support (Windows 7, 8, 10, OSX) experience
Microsoft Applications troubleshooting and support experience, including Office 2007-2016 products
Basic knowledge of Mac OS.
Ability to troubleshoot network related issues (TCP/IP, DNS) from the desktop.
Familiarity with desktop imaging process (SCCM)
Experience in an enterprise print management operation with emphasis on printer setup and troubleshooting
Experience with audio visual systems and support, including video and digital signage
Must have the ability to work effectively with end-users, gain their confidence, understand their technical and operational needs and translate them into viable technical solutions.
Must participate in on-call rotation
Willingness to work as a contributing member of the team including other systems personnel, the operations staff, and the account administrators.
Lifting & moving of equipment weighing up to 50 pounds may be required during the course of work.
Ellucian is the world’s leading provider of software, services and insight to higher education. Ellucian helps the higher education community—students, faculty, and staff—achieve their goals more efficiently, effectively, and with reduced risk. Ellucian’s comprehensive suite of software solutions includes student information systems (SIS), finance and HR systems, recruiting and retention systems, among other offerings. With more than 1,500 institutions subscribing to Ellucian’s cloud services and SaaS offerings, the company is one of the largest providers of cloud-based solutions. Ellucian also supports the higher education community with a range of professional services, such as application software implementation, training, education, and management consulting. More than 2,400 institutions in 40 countries rely on Ellucian to help enable the mission of higher education.
All qualified applicants will receive consideration for employment at Ellucian without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law.