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Grand Canyon Education, Inc. · 1 day ago

IT Support Analyst Level I

Phoenix, AZ

Full-time

Onsite

Entry Level

1+ years exp

Grand Canyon Education, Inc. is seeking an IT Support Analyst Level I to provide technical support and assistance to teammates and users. The role involves troubleshooting, ticket management, and mentoring student workers while ensuring timely responses to technical issues.

Education

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

Qualification

Technical SupportRemote TroubleshootingNetworkingActive DirectoryAudio-Visual SupportCustomer ServiceMulti-platform SupportTechnical CertificationsDocumentationTeam Mentoring

Required

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

Equipment Used and Responsibility: MS Office Suite, 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 and TCP/IP configurations, Desk Management and Security Suites

Supervisory Responsibilities: None

Physical Requirements: Sitting: 6-7 hours a day, Standing: 1-2 hours a day, Walking: 1-2 hours a day, Lifting: Occasionally, Carrying: Occasionally, Pushing: Occasionally, Bending: Occasionally, Squatting: Occasionally, Kneeling: Occasionally, Climbing: Occasionally, Reaching: Occasionally, Grasping: Frequently, Fine Eye to Hand Coordination: Continuously, Driving: Rarely, Work Environment: Office building on site. Work is performed primarily inside, subject to variations in temperature and weather, equipment noise and dust

Preferred

College degree in computer sciences, information technology or information systems

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

Related technical certifications

Must work outside of normal business hours and rotating shifts

Must pass pre-employment background investigation