IT Support Analyst Level I
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.
Grand Canyon Education is currently hiring a Help Desk Technician. Under general supervision, the Help Desk Technician is responsible for providing technology support for help desk calls and/or work orders. The Technician resolves calls while on the phone with the customer. Enters calls into tracking system, prioritizes calls, evaluates calls, resolves calls and escalates calls as needed, and follows-up with customers. Handles both basic and intermediate user issues and problems.
Answers calls or work orders from users requiring technology assistance; courteously ascertains reason for the call and determines whether issue can be immediately resolved or elevated to other staff.
Evaluates each call to determine nature of problem and whether related to hardware, software, applications, client/server systems, desktops, peripheral devices and others, etc.; determines if on-site assistance by Information Technology Desktop Support staff is appropriate and ensures Desktop Support are notified.
Uses remote desktop software to resolve issues, performs installations or demonstrates solutions to clients or help client identify issues.
Resolves as many user-reported problems as expertise permits using available tools, and following procedures and policies for the handling of cases.
Works with customers over the phone to provide step-by-step or detailed instructions on resolving the problem which may include modifying current programs, upgrading software versions and service packs, evaluating controls and security, new changes required.
Acts as a liaison between customers and internal support staff to assure accurate problem interpretation; maintains communications with customers during the problem resolution process if necessary.
Develops troubleshooting skills by using effective investigative methods and available troubleshooting tools.
Completes required Help Desk training to enhance and improve support.
Ensures all necessary information is accurately entered and tracked.
An understanding of, or willingness to learn, all University systems, specialized computer applications, computer lifecycle replacements, Cisco products, Citrix environments, networking methods, Adobe products, databases, anti-virus/security protection products and peripheral equipment such as printers.
Excellent customer service skills with a technical aptitude to learn , apply and solve problems.
Intermediate computer knowledge including active directory, network printing, scanning/imaging, client computer, basic and routine office software, email, client/server, Windows operating systems, Mac operating systems and telecommunications.
Basic networking knowledge and TCP/IP configurations.
Willingness to work outside of normal business hours and rotating shifts.
Strong telephone and interpersonal skills in order to maintain good customer relationships.
Must be able to communicate with individuals with all levels of technical and non-technical skill sets along with a good command of the English language.
Ability to work in a fast-paced, busy and somewhat stressful environment effectively to produce results.
Demonstrates a commitment toward meeting and exceeding the needs of customers.
Ability to meet deadlines while working under pressure.
Willingness to telephone monitoring of conversations for quality performance.
Ability to proficiently communicate in Spanish is helpful but not required.
Ability to communicate technical concepts in an understandable, non-technical manner.
Knowledgeable of Desk Management and Security Suites.
Provide a positive example to students by supporting the University’s Doctrinal Statement, Ethical Position Statement and Mission of Grand Canyon University.
Must pass background checks.
Education and/or Experience:
A 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.
May consider an equivalent combination of education, training and/or work experience.
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