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. Ellucians 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. Ellucians 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 As a Senior Support Technician, you will support the institutions technology presence 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 also provide guidance and may supervise other technical support staff and student workers. Additionally, you will offer consultative support to department managers and end users, including technical assistance, training, and support related to general business operations and software systems. Where you will make an impact 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. Overseeing system and laptop deployments, coordinating with end users, mentoring support staff, and evaluating hardware and software for compatibility and performance. Responding promptly to client inquiries and escalated issues while maintaining high customer service standards. Updating management on incident and project status; regularly documenting ticket progress based on priority. Escalating high-priority concerns to leadership and coordinating with relevant technical teams. Delegating tasks to student technicians and contributing to annual learning and development goals. What You Will Bring 3 years of related experience Proficient in PC troubleshooting and Windows 11 support. Skilled in supporting Microsoft Office 2019, 2021, and O365. Experience with enterprise print solutions like PaperCut. Strong ability to understand user needs and deliver technical solutions. Excellent verbal, written, and interpersonal communication skills. Strong organizational and leadership abilities; team-oriented mindset. Willing to participate in on-call rotation as needed. Able to interpret technical documents and industry regulations. Capable of writing reports, procedures, and business communications. Confident in presenting to and communicating with diverse audiences. Skilled in problem-solving, data analysis, and drawing conclusions. Effective in managing time, scope, and customer expectations. A+ or ITIL certification preferred. 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

As a Senior Support Technician, you will support the institutions technology presence 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 also provide guidance and may supervise other technical support staff and student workers. Additionally, you will offer consultative support to department managers and end users, including technical assistance, training, and support related to general business operations and software systems. Where you will make an impact 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. Overseeing system and laptop deployments, coordinating with end users, mentoring support staff, and evaluating hardware and software for compatibility and performance. Responding promptly to client inquiries and escalated issues while maintaining high customer service standards. Updating management on incident and project status; regularly documenting ticket progress based on priority. Escalating high-priority concerns to leadership and coordinating with relevant technical teams. Delegating tasks to student technicians and contributing to annual learning and development goals. What You Will Bring 3 years of related experience Proficient in PC troubleshooting and Windows 11 support. Skilled in supporting Microsoft Office 2019, 2021, and O365. Experience with enterprise print solutions like PaperCut. Strong ability to understand user needs and deliver technical solutions. Excellent verbal, written, and interpersonal communication skills. Strong organizational and leadership abilities; team-oriented mindset. Willing to participate in on-call rotation as needed. Able to interpret technical documents and industry regulations. Capable of writing reports, procedures, and business communications. Confident in presenting to and communicating with diverse audiences. Skilled in problem-solving, data analysis, and drawing conclusions. Effective in managing time, scope, and customer expectations. A+ or ITIL certification preferred.

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