IT Support Analyst Level l

Grand Canyon Education • Phoenix, AZ

99d

About The Position

At Grand Canyon Education, it is our privilege to serve students and those who support academic advancement. We lead educational transformation by developing superior ways to help schools grow and prosper. We provide transparent programs, intuitive online learning technologies and well-established academic models that promote student success and institutional growth.

Requirements

• 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.

Responsibilities

• 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.

Benefits

• Employment is contingent upon the satisfactory outcome (as determined by the university) of pre-employment screening activities, including a background check.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees