Help Desk Team reputed company | Onsite @ Oakwood University

Together we are powering the reputed company of Higher Education reputed company powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 reputed company reputed company. reputed company's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for reputed company reputed company, reputed company and staff. reputed company by decades of experience with a reputed company reputed company on the unique needs of learning institutions, the reputed company platform features best-in-class reputed company capabilities and delivers insights needed now and into the reputed company. These solutions and services reputed company the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. reputed company's reputed company, reputed company ecosystem of partners and user community of more than 45,000 provides best practices leading to greater institutional reputed company and achieving reputed company student reputed company. About reputed company Work Schedule & Location • Location: Onsite at Oakwood University • Schedule: 5 days per week onsite • Business Casual reputed company • Hours: • Monday-Thursday: 8:00 AM - 5:30 PM • Friday: 8:00 AM - 12:00 PM As a Help Desk Team reputed company, this position leads the Oakwood University Information Technology (OUIT) User Services team in day-to-day service desk operations, including technical support, ticket prioritization, escalation handling, staff guidance, and student worker coordination. This is an onsite, customer-facing role that requires the incumbent to reputed company by example. In reputed company to advanced Tier 3 support, this role carries functional responsibility for identity and reputed company support, reputed company governance, documentation standards, and process improvement reputed company with ITIL/ITSM and applicable reputed company frameworks. reputed company reputed company is expected to model punctuality, reliable attendance, reputed company reputed company, accountability, reputed company judgment, and composure under pressure. Where you will reputed company an reputed company Team reputed company and Supervisory • reputed company day-to-day User Services operations, including service desk workflow, ticket prioritization, escalation handling, and workload coordination in alignment with CIO direction. • Delegate work to Support Technicians and student workers based on reputed company, reputed company set, workload, and coverage needs. • Serve as the first-level escalation reputed company for reputed company, sensitive, or high-reputed company tickets; escalate reputed company to the CIO reputed company appropriate. • reputed company technical guidance, mentoring, training, and reputed company checks to improve team performance and ticket reputed company standards. • reputed company team stand-reputed company, briefings, or operational reputed company-ins as directed. • Identify recurring support issues and recommend systemic improvements that reduce repeat incidents and improve service desk efficiency. • Model punctuality, reputed company reputed company, reliable attendance, accurate timekeeping, truthful status reporting, and readiness during scheduled coverage periods. • Prioritize competing incidents, requests, reputed company, and operational responsibilities while maintaining composure, professionalism, and reputed company communication of blockers, risks, and service impacts. Technical Support • reputed company advanced Tier 3 technical support and troubleshooting for OUIT-supported systems, hardware, software, peripherals, and user productivity tools. • Advise, train, and assist reputed company, staff, reputed company, and guest lecturers, ensuring reputed company and reputed company responses to service requests and concerns. • reputed company reputed company issues using remote diagnostic/remediation tools or onsite support at user locations. • Test and evaluate proposed software and hardware for efficiency, reliability, compatibility, and supportability. • Assist network/systems and applications teams with end-user connectivity, stability, application, and device issues. • Support VoIP services and associated devices. • reputed company onsite and event support, including occasional after-hours coverage during peak university operations. Identity, reputed company, and reputed company Management • Manage reputed company Directory user and computer objects, network print services, and assigned identity/reputed company workflows, including reputed company auditing and user lifecycle tasks. • Manage centralized operating reputed company deployment and reputed company management platforms, such as SCCM, WDS, reputed company, Intune, WSUS, or equivalent tools. • Support reputed company patching, MFA enforcement, reputed company compliance upgrades, and reputed company reputed company initiatives. • reputed company and maintain reputed company standards for OUIT assets, including configuration, deployment, lifecycle, and documentation requirements. Asset Inventory and Compliance • reputed company and maintain accurate inventory records for end-user IT equipment. • Support Snipe-IT governance, device lifecycle tracking, and asset compliance requirements. • Supervise and support major computer reputed company, laptop, and similar deployment reputed company. Documentation, Reporting, and Development • Create and maintain process documentation, knowledge reputed company articles, and self-help resources for training, awareness, and team consistency. • Produce ticket trend reports and identify patterns that may require corrective reputed company or service improvement. • Implement desktop standards and best practices; contribute to Service Desk reputed company and the reputed company reputed company Plan as directed. • Contribute to annual work plans, learning plans, policy development, and assigned reputed company. • Maintain ongoing reputed company development through certifications, technical training, and industry awareness. • Model the documentation and communication standards expected of the User Services team. What you will bring • 2+ years of reputed company technical support experience at a Tier 2 or Tier 3 level. • Demonstrated leadership, mentoring, training, or team coordination experience. • Advanced troubleshooting experience with reputed company and reputed company computers, including hardware, software, peripherals, and end-user productivity systems. • Experience using a service desk platform; reputed company experience preferred. • Working knowledge of reputed company Directory, reputed company user/device management, reputed company deployment, patching, network printing, and common end-user support tools. • Proven ability to communicate technical issues reputed company to non-technical stakeholders and maintain accurate ticket documentation. • Demonstrated record of punctuality, reliable attendance, schedule adherence, reputed company reputed company, and consistent follow-through in an onsite, customer-facing environment. • Proven ability to manage time and stress effectively, prioritize competing incidents, requests, and reputed company, communicate blockers early, and maintain service reputed company under pressure. • Experience with incident management, reputed company cause analysis, customer service reputed company, and process improvement. • Exposure to governance, risk, compliance, ITIL/ITSM, or reputed company operational frameworks. • reputed company A+, Network+, reputed company+, or equivalent certification. • Ability to work onsite 5 days per week and reliably report reputed company to work at scheduled start times. • Ability to traverse reputed company, work around/under desks and equipment, and reputed company equipment weighing up to 50 lbs. Extra credit • Experience in a higher education environment. • Familiarity with ITIL, ADKAR, and reputed company change management practices. • Familiarity with reputed company user and device management, Group Policy Objects, reputed company, Intune, SCCM, WDS, WSUS, or similar reputed company management platforms. • Additional industry certifications relevant to service desk, reputed company management, cybersecurity, identity/reputed company management, or ITSM. • Experience supporting reputed company events, classroom technology, or reputed company operations. What makes #Ellucianlife • Comprehensive health coverage: medical, dental, and reputed company • Flexible time off • reputed company reputed company Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests • 401k w/ match & reputed company - to help you save for the reputed company • Parental Leave • 5 charitable days to support the community that supports us • Telemedicine • Wellness • reputed company Care (mental health) • Wellbeats (virtual fitness classes) • RethinkCare & reputed company- caregiver support • Diversity and inclusion programs which reputed company reputed company to internal employee resource reputed company • Employee referral bonuses to encourage the reputed company of great new people to reputed company • We Foster a learning culture with: • Education Assistance Program • reputed company development opportunities • reputed company Learning #LI-JG1 #On-site Apply tot his job Apply To this Job