Support Technician (onsite at Delaware County CC)

Ellucian•Media, PA

17d•Onsite

About The Position

Our Support Center team at Delaware County CC is seeking a motivated and skilled individual to join a fast-paced environment with opportunities to grow and expand within the IT ecosystem as a Support Technician. In this role, you will leverage your communication and problem-solving abilities to deliver real-time support to students, faculty, and staff using college technology and systems. As a primary point of contact for end users, your insights will play a key role in supporting both the Technical Services and Enterprise Applications teams. The ideal candidate is a self-driven problem solver with strong technical skills, excellent communication, and the ability to work both independently and collaboratively. Success in this role requires adaptability, patience, a willingness to learn and a commitment to delivering high-quality support in a dynamic environment. You will be joining an amazing, dedicated team focused on student, faculty, and staff success! The Support Technician provides technical assistance and general support for the College’s computing environment across the main campus and branch locations as needed. This role primarily delivers support via phone and in person, with occasional fieldwork-related assignments and project work. The position requires managing multiple simultaneous requests across walk-ins, phone, chat, and ticketing systems in a fast-paced environment. Success in this role depends on consistent attendance, punctuality, and a high level of dependability. The ideal candidate will proactively research, troubleshoot, and resolve issues independently, demonstrating the ability to learn new systems and technologies with minimal guidance. Work is performed in a structured, professional environment that requires focus, responsiveness, and accountability throughout the workday.

Requirements

Ability to research, test, install, troubleshoot, and maintain new software, operating systems, and hardware with minimal support and guidance.
Knowledge of Windows and Mac operating system(s) and their functionality.
Basic understanding of ITSM systems with a familiarity of triaging tickets and projects.
Experience with Microsoft 365 and common endpoint tools required: JAMF, Intune, Deep Freeze, KACE).
A demonstrated ability to utilize AI tools and emerging technologies to streamline support processes, improve user experience, and contribute to continuous improvement within the IT support environment.
Ability to work effectively in high-pressure situations that require sound judgment, quick thinking and may involve confidential or sensitive matters
This is a customer-facing support role; assisting end users is a primary responsibility.
While performing the duties of this job, the employee will frequently stand, walk, sit, use hands to finger, handle, or feel objects, tools, or equipment, reach with hands and arms, balance, talk or hear, and climb stairs. The employee will infrequently stoop, kneel, crouch, or crawl.
The employee may be required to frequently lift and/or move up to 30 pounds.
Operate standard office equipment.
Frequent computer work using keyboards and monitor viewing and working with network server equipment.
Specific vision abilities required by the job include frequent reading and close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
Must possess a valid U.S. driver's license and vehicle

Nice To Haves

Experience with Banner ERP platforms a plus.
Experience with Audio\Video technology and classroom technology support a plus.

Responsibilities

Handle, review, and prioritize assigned tickets within the ITSM system, ensuring accurate and detailed documentation of all work performed. This includes creating and managing tickets, maintaining clear and thorough activity logs throughout each shift, and escalating issues as needed or directed by management.
Perform user account management using tools such as: Active Directory and Duo Administrator.
Install, configure, and support desktop software, integrations, and hardware by proactively identifying and troubleshooting issues, implementing effective solutions, and ensuring all systems remain secure, up to date, and operating efficiently.
Maintains awareness of new and emerging technologies and products installed at the College.
Collaborate with other IT groups and business stakeholders on technology deployments, system upgrades and maintenance outages.
Maintain IT documentation to reflect configurations and setup accurately. Create procedural documentation and knowledge base articles.
Implement and enforce system security protocols to protect data and prevent unauthorized access.
Assist with the inventory equipment received/moved/surplus in the inventory system
Frequent travel between college locations
Attend events, meetings, programs, and community locations as necessary.
Require working non-traditional hours, including evenings and weekends, based on college events or operational needs.
This position requires the use of a handheld radio (Relay X) to always be on the person when actively working/clocked in.
This position involves regularly using a smartphone with a currently supported mobile operating system and active cellular service to perform essential tasks effectively.
This role requires taking phone calls
Other duties as assigned.

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