Support Technician (Onsite at Coahoma Community College)

Ellucian • Clarksdale, MS

9h • Onsite

About The Position

As a Support Technician at Coahoma Community College, you will work to support the technology presence at the institution to recommend or perform complex or remedial actions to correct problems using remote diagnostic and remediation technology and tools, or at user locations. You will guide and may supervise other technical support staff and/or student workers. You will provide consultative support to department managers and end-users directly related to the general business operations, software systems, including technical assistance and training to system users.

Requirements

• Excellent work ethic and sense of personal accountability is a must.
• PC Troubleshooting and Support experience.
• Microsoft Applications troubleshooting and support experience, including O365
• Mac Troubleshooting and Support experience
• Experience in an enterprise print management operation with emphasis on printer setup and troubleshooting
• Must have the ability to work effectively with end-users, gain their confidence, understand their technical and operational needs and translate them into viable technical solutions.
• Superior verbal and written skills, encompassing complete understanding on the English language with exceptional communication skills.
• Strong organizational and leadership skills.
• Willingness to work as a contributing member of the team including other systems personnel, the operations staff, and the account administrators.
• Must be available for flexible coverage for special events or emergencies
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Excellent time-management, planning and interpersonal skills.
• Effectively manage scope and customer expectations on individual assignments.
• A+ Certification

Nice To Haves

• ITIL Certification desired

Responsibilities

• Recommending or performing complex actions to correct problems using remote diagnostic, remediation technology and tools or at user locations to install, modify, or make repairs to computer hardware and/or software.
• Supervising and supporting major computer system and laptop deployments, and similar projects.
• Controlling coordination with affected end user departments while mentoring other technical support staff and/or student workers
• Testing and evaluating specified software packages, proposed hardware and software to determine efficiency, reliability, and compatibility with existing computer systems, peripherals and the network.
• Responding in a timely fashion to client inquiries and escalated issues concerning operation of client-owned assets
• Maintaining the highest level of customer service as set forth by the Ellucian general competencies.
• Providing updates, status and completion information to management regarding all assigned incidents, requests, and projects
• Providing regular updates to tickets within the work queue with frequency depending on priority level.
• Coordinating activities with the Help Desk, Faculty Support, Network Services, Enterprise Application Services and other team members.
• Properly delegating appropriate work to student technicians based on need and workload.
• Contributing to development of yearly learning plan and complete plan as instructed by supervisor.
• Providing consultative support to management and end users directly related to general business operations, software systems, technical assistance and training to system users.
• Producing relevant documentation for operational processes and process improvement.

Benefits

• 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
• Education Assistance Program
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed