Support Technician

About Ellucian Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 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, including data-rich tools for 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 provides best practices leading to greater institutional success and achieving better student outcomes. About the Opportunity This is an hourly position requiring five days a week onsite at Hocking College, with hours from 8:00 AM to 5:00 PM ET. The IT User Services team is looking for an exceptional Support Technician at Hocking College in Nelsonville , OH to work on and support hardware and software issues being experienced by our faculty, staff, student, and community users. The ideal candidate will add value by owning, managing, and resolving problems. You will be critical to the success of the team. A Support Technician specializes in troubleshooting technical issues for end users. These issues could be either hardware or software related, and it's the Support Technician's job to diagnose where the problem is and implement a solution for the user. A successful Support Technician will be comfortable communicating with users and educating them on systems and services. This position involves working with other technical support staff and mentoring student workers while maintaining a strong commitment to high-quality customer service. You will also provide consultative support on business operations, academic systems, and AV technologies while contributing to IT service improvement efforts. Where you will make an impact Perform advanced troubleshooting and remediation for end-user devices, software, network connectivity, and printing systems using diagnostic tools, both remotely and in person. Provide technical support for hybrid and remote learning environments, including video conferencing systems, and cloud platforms. Participate in the deployment and lifecycle management of hardware and software, including imaging, configuration, and decommissioning of institutional assets. Maintain and support academic computer labs, public workstations, and collaborative learning spaces. Assist with setup, operation, and maintenance of audiovisual equipment including Crestron, Polycom, document cameras, and digital projectors. Supervise and mentor student technicians, delegating tasks and ensuring quality of service delivery. Document, escalate, and resolve support tickets within established SLAs using IT service management (ITSM) tools such as OSTicket or ServiceNow. Assist in evaluating new software and hardware for compatibility, efficiency, and security compliance. Support mobile device management (MDM) and endpoint protection platforms (e.g., Intune, Jamf, Sophos). Promote cybersecurity awareness and assist in implementing and supporting endpoint security protocols. Participate in IT on-call rotation and respond to high-priority or sensitive incidents, escalating as appropriate. Coordinate with cross-functional IT members including Network Services, and Application Support for issue resolution. Maintain accurate documentation of processes, standard operating procedures (SOPs), and system configurations. Contribute to a culture of continuous improvement by identifying opportunities to enhance services and participating in ongoing professional development. What you will bring 2-5 years of relevant IT support experience Experience supporting Windows 11 and mac

OS 14/15

systems Demonstrated experience with Google Workspace and Microsoft 365 applications and cloud collaboration tools Experience supporting enterprise print management and desktop support environments Strong understanding of AV software and instructional technology platforms Excellent communication skills, both verbal and written, with ability to engage diverse stakeholders Demonstrated analytical and problem-solving skills, with the ability to work independently and as part of a team Experience with ITSM ticketing platforms (e.g., OSTicket, ServiceNow) A+ Certification or equivalent technical certification (e.g., CompTIA ITF+, MTA, etc.) Extra Credit Experience with MDM tools and imaging Familiarity with cybersecurity best practices and compliance standards (FERPA, HIPAA) Exposure to ITIL practices or formal IT service delivery frameworks What makes #Ellucianlife 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 LinkedIn Learning #LI-JG1 #LI-Onsite