Support Technician (Onsite - Hocking College, OH)

Ellucian • Nelsonville, OH

222d

About The Position

Ellucian is a global market leader in education technology, partnering with over 2,900 customers across 50 countries and serving more than 20 million students. The IT User Services team is looking for a Support Technician (Onsite) at Hocking College in Nelsonville, OH. This role involves troubleshooting and resolving hardware, software, and account-related issues for faculty, staff, students, and community users. The Support Technician will communicate solutions and educate users on systems and services, collaborate with IT staff, mentor student workers, and deliver high-quality customer support. The ideal candidate is proactive, user-focused, and committed to efficiently resolving technical issues.

Requirements

• 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.ompTIA ITF+, MTA, etc.)

Nice To Haves

• 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.ompTIA ITF+, MTA, etc.)

Responsibilities

• 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 This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services