Support Technician (Onsite - Hocking College, OH)

About Ellucian 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.

About the Opportunity The IT User Services team is looking for an exceptional Support Technician (Onsite) 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.

As the Support Technician, you will be responsible for troubleshooting and resolving hardware, software, and account-related issues for end users, while communicating solutions and educating users on systems and services.

This role collaborates with IT staff, mentors student workers, and delivers high-quality customer support.

In addition to day-to-day support, the Technician provides guidance on academic technologies, AV systems, and business operations, contributing to service improvements.

The ideal candidate is proactive, user-focused, and committed to owning and resolving technical issues efficiently.

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 3-5 years of relevant IT support experience Experience supporting Windows 11 and macOS 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 the 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) 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 A+ Certification or equivalent technical certification (e.g., CompTIA ITF+, MTA, etc.) 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 #LI-DF1 #LI-ONSITE