Job Description

Come Grow with Us

Grand Canyon Education (GCE) is a rapidly growing educational service company that has long been an industry leader in providing educational, operational and technological support services to the post-secondary education sector. Formerly part of Grand Canyon University (GCU), GCE still works closely with GCU to benefit thousands of students, families and the local inner-city community. We put people first, drive innovation, and do good in the community that we live and work in.

What you will do:

  • Actively respond to teammates’ request for guidance or assistance in chat. 

  • Assist with new technician training and assimilation 

  • Create tickets for every call, documenting issues with all notable information. If an escalation is required, assign to the appropriate team or technician 

  • Follow up on open tickets to ensure SLA timeframe is being met and contacts end users for further troubleshooting 

  • Provide/Remove Access Based on Employment Status 

  • Discover and Document Processes for New Applications or Procedures 

  • Mentor student worker sub team, review calls and tickets for performance feedback after being on the team for 6 months 

  • Perform remote troubleshooting through diagnostic techniques and asking pertinent questions, ascertain reason for the call and determines the best solution based on the issue and details provided by customers 

  • Provide Audio-Visual support for classrooms, company events, and meetings 

  • Provide support for student networking, cox cable, and student hardware repairs 

  • Multi-company technology support for employees of GCE, GCU and Orbis 

  • Research Issues Through Available Resources 

  • Respond and Prioritize incoming phone calls, tickets, and e-mail requests for assistance from users experiencing problems with computer-related technologies 

  • Triage Support Tickets while assisting employees via remote session or phone 

  • Other duties as assigned.

What you will have:

  • College degree in computer sciences, information technology or information systems preferred.

  • One (1) year hands-on work experience working with Mac and PC based hardware, software, networking components in a multi-platform, client/server environment using LAN and/or WAN technologies preferred, preferably in a customer service role assisting with diagnosing technical problems.

  • Related technical certifications are helpful but not required.

  • Must work outside of normal business hours and rotating shifts

  • Must pass pre-employment background investigation.

Why work at GCE:

  • Exceptional workplace benefits include medical, dental, vision, life and disability insurance, flexible spending accounts, a 401K savings plan

  • Generous time off plan and 11 paid holidays

  • Paid time off to volunteer in the community or at GCU sponsored events

  • We also offer full-time employees, their spouses and dependent children an Education Tuition Discount Program

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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