Support Technician - Pearl River Community College

Ellucian•Poplarville, MS

2d•Onsite

About The Position

The Support Technician works with the IT Engineering team at Pearl River Community College campuses, supporting internal users with hardware and software issues. The role owns and manages problems, diagnoses technical issues, implements solutions, and communicates with users to help them understand systems and services. The technician also identifies opportunities to improve IT services and technology and works with the team to implement improvements. The position provides support to Ellucian employees and serves as an escalation point for the help desk and Tier 2 teams. It includes facilities support, including audio-visual systems, and coordination with departments and business stakeholders on technology deployments, upgrades, and maintenance outages.

Requirements

Knowledge of Windows OS and core desktop software configuration.
Technical skills in designing, documenting, and implementing projects.
Ability to triage systems-down situations.
Solid understanding of mobile devices, including iPhone and Android.
Understanding of macOS and iOS configurations and support.
Understanding of patch management, software distribution and deployment, and imaging technologies such as IBM BigFix.
Knowledge of end-user applications and hardware, including Microsoft Office, CrowdStrike AV, cloud-based storage platforms, Zoom/Webex video conferencing, and Dell laptops.
Expertise with Windows and Mac operating systems, Office Suite, networking, video conferencing software, and audio.

Responsibilities

Provide support to Ellucian employees and serve as an escalation point of contact for the help desk and Tier 2 teams.
Troubleshoot hardware and software issues and manage problems through resolution or referral.
Coordinate with 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 ideas, solutions, suggestions, and problems.
Provide feedback on IT methodologies, standards, and industry-leading practices.
Research and implement tools and technology to enhance services provided to employees.
Document employee impact, assign appropriate priorities and resolution goals, and ensure timely resolution or referral of problems.
Provide facilities support, including support for audio-visual systems.
Identify opportunities to improve services and technology and work with the team to implement improvements.

Benefits

Comprehensive medical, dental, and vision coverage
Flexible time off
Thrive Flex Lifestyle Account for health, financial, or learning interests
401(k) with match
Parental leave
Five charitable days
Telemedicine
Wellness programs
Headspace Care mental health support
Wellbeats virtual fitness classes
RethinkCare and Wellthy caregiver support
Diversity and inclusion programs, including access to internal employee resource groups
Employee referral bonuses
Education Assistance Program
Professional development opportunities
LinkedIn Learning