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Associate Support Technician
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Ellucian
Reston, VA (In Person)
Full-Time
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Job Description
Associate Support Technician
2003 Edmund Halley Drive, Reston, Virginia, US, 20191
Information Technology/Security
7570
Up to 25%
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
We are seeking to hire an Associate IT Support Engineer who will be an agent of the IT Department in supporting end users in their use of office technology. This can include desktop and laptop hardware, software and shared technology. A successful Associate IT Support Engineer is capable of working within department policies and procedures and able to identify opportunities for improvement in services and technology.
Where you will make an impact
Provide support to all Ellucian employees and serve as the escalation point of contact to the help desk and Tier 2 teams.
Expertise with the following: Windows desktop Operating Systems, Outlook, Network, MAC Systems, Video Conferencing, and Audio.
Maintains awareness of new and emerging technologies and products provided by IT.
Coordinate with other departments and business stakeholders on technology deployments, system upgrades and maintenance outages.
Communicate maintenance schedules, operational issues and impacts to IT management and business users.
Encourage communication of new ideas, solutions, suggestions and problems.
Provide feedback regarding IT methodologies, standards and industry leading practices.
Research and implement tools and technology that will enhance the way we provide services to our employees.
Ensures timely resolution/referral of employee's problems by documenting the impact to the employee and by assigning an appropriate priority and resolution goal.
Facilities support, including audio-visual systems.
What you will bring
Knowledge in the Windows OS and core desktop software configuration.
Technical skills designing, documenting and implementing projects.
Ability to triage systems down situations.
Solid understanding on mobile devices (iPhone, Android.)
Understanding of Mac, iOS configurations and support.
Understanding of the product flow patch management, software distribution/deployment and imaging technologies such as