IT Support Analyst I - Grand Canyon Education
Phoenix, AZ 85001
About the Job
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